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How To Make Price Less Relevant By Providing A Better Patient Experience

Posted by Rick Lau on Jul 21, 2022 11:16:41 AM
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How To Make Price Less Relevant By Providing A Better Patient Experience

 

 

 

 

 

 

 

 

How To Make Price Less Relevant By Providing A Better Patient Experience

I recently read a fascinating report about how customers will spend more for better customer service according to a study from the 2021 Achieving Customer Amazement.

They surveyed 1,000 customers and asked people this question "Is great customer service more important than price? And 58% said yes!

"And they went on to ask if they would pay more if they knew they would receive great customer service. 52% percent said, “Yes.” And 70% would pay more if that service was convenient. "

You can apply this to patient experience. In fact, many of my clients charge more than everyone else in their community yet they still get more patients than everyone else. It’s because they provide a better patient experience.

How to improve patient experience in your clinic?Here are 3 ways to improve your patient experience to make price less relevant.

1.) Optimize Front Desk Efficiency With Virtual Receptionists

First, you want to optimize your front desk efficiency to ensure every phone call is answered and handled right. Your front desk is the entry point into your business. They are the first person a potential patient talks to and determines whether someone books with you or the clinic down the street.  

One way to do this is to have focused front desk roles:  If you have just 1 staff, focus them on paying patients, billing, scheduling, greeting patients, and follow-up calls. And back them up with a Virtual Receptionist so they can focus on answering the phones and converting callers into scheduled appointments. This will decrease missed calls and wait times on the phones. 

If you think your clinics front desk staff are receptionists - then give this clip a watch and Dee Bills will change your mindset...

If you’re a startup or only have one part-timer. Back them up with a Virtual Receptionist to cover the hours they don’t work to give you full coverage. With Callhero’s Virtual Receptionist you can do this for a fraction of the cost.

In fact, we analyzed over 108,430 calls a month at clinics and you know what the average answer rate is?

70%! So the first step to creating a better patient experience is to make sure every potential patient or current patient who calls in can talk to someone.

Listen in on this call to hear what a virtual receptionist actually sounds like at CallHero.

2.) Get More Patients Graduating

After you optimize your front desk efficiency. Next, you want to get more patients graduating from their plan of care. The better results you get someone the more 5-star reviews and referrals you’ll get. 

According to world-renowned marketing strategies Jay Abraham, "a referral generated buyer… buys faster, negotiates less, buys more, buys more often, more enjoyable to work with, refers more people, and doesn't cost you anything.”  Plus they are less price resistant.

3.) Manage Patient Expectations

As you already know most patients have been conditioned for instant gratification. Just take this pill to quickly mask their symptoms. So it’s important to manage their expectations. Explain in the beginning how many treatments it may take to achieve their goal, etc. Managing patient expectations is key to getting more graduating from their plan of care too. 

Plus when potential patients see all the great results you’ve got others and here what others are saying about you… they will be less price resistant. 

There you have it, 4 ways to improve your patient experience to make price irrelevent.

To learn what all Callhero’s Virtual Receptonist can do for your clinic click here.  

 

"CallHero's Virtual Receptionists are absolutely fantastic and I can't imagine going back to any other way." - Katie White

Check out this post to read some feedback on one of CallHero's Virtual Receptionist users.

 

5 Different Ways You Can Use Virtual Receptionists At Your Clinic

1.) You can't afford a receptionist yet and missing phone calls

If you're a startup (or solopreneur) and can't afford a part-timer... or have a part-timer and still missing phone calls during your business hours...  You can use CallHero to convert those patients into your schedule while only paying for the minutes you use.

2.) You already have a full-timer and still missing phone calls

Back them up with a Virtual Receptionist to cover the hours they don’t work like during evening hours, weekends, lunch break, last minute sick days, or vacation. 

3.) You have a staff who recently quit

Having a Virtual Receptionist is a great way to combat turnover too. If a staff member leaves, you can easily and quickly transition your Virtual Receptionist to fill their hours to avoid downtime in your clinic.

4.) You spend money on marketing want to convert even more leads 

You can even direct all the calls you’re getting from your marketing campaigns to us and let us convert them for you... while only paying for the minutes you use.  Perfect for Google, Facebook, Direct Mail, Radio.

5.) You can focus your current staff on non phones activities

If you have just 1 staff, focus them on paying helping patients, scheduling, billing, greeting patients, laundry and follow-up calls. And back them up with a Virtual Receptionist so they can focus on answering the phones and converting callers into scheduled appointments.

Would you consider trying a virtual receptionist in your clinic?

Want to learn more about how a Virtual Receptionist could help support your clinic? Learn more by clicking here. 

FAQ

1. How much does a Virtual Receptionist Cost?

It’s a fraction of the cost of a full time one. You can see pricing here.

2. What are other ways to use a virtual receptionist?

You can use one to back up your front desk during times they don’t work, are sick, after hours, and more. You can also just send all calls that come from your advertisements and have the Virtual Receptionist convert them for you while only paying for the minutes you use. Callhero’s Virtual Receptionists are trained to convert callers into scheduled appointments.

3. What’s another way to get more patients graduating?

One way is to establish expectations on the first call. Many times when a patient self discharges within the first 3 visits. It’s normally a front desk problem, not your clinician.


Who is Rick Lau and CallHero?

Rick Lau, the founder of Callhero and Clinic Accelerator (a community of clinic owners)

Rick has built three 10 million dollar healthcare businesses over the past 15 years including a network of 127 clinics with over 1400 employees. He is one of the most sought-after mentors for clinic owners in Canada and USA where he helps owners double, triple, and even quadruple their profits by optimizing their clinic operations using his proven systems and leadership strategies. Plus, he has spent over millions in google and facebook ads during his career.

You can follow him on Instagram

Topics: Patient Experience

 

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