vitalogics chiropractic software introduces vitalsigns
TRANSCRIPT
VITAL SIGNS
Trouble Shooting: Meaningful Metrics
The Vital Signs SeriesTrouble Shooting: Attraction
4 Pillars:o Internal Calendaro Passive Marketingo External 1o External 2
New Patient Prospect (NPP)Trouble Shooting: Marketing Plan
Internal Marketing Calendar:o Balancedo Themes
o Month Long (Month 1)o Week Long (Month 2)o 1 Day Event (Month 3)
New Patient Prospect (NPP)Trouble Shooting: Marketing Plan
External Marketing Calendar:o Annualo Special Eventso Anchor Events
New Patient Prospect (NPP)Trouble Shooting: Marketing Plan
Outside Marketing Leads (OML)o Frequency of Eventso Consistency of Eventso Quality of Events
New Patients Trouble Shooting: Outside Marketing
Outside Marketing Leads (OML)o Presentation Skillso Messagingo Team and Executiono Scheduling Strategies
New PatientsTrouble Shooting: Outside Marketing
NP Scheduled vs. NP Exams Inside Referrals
o Energyo Scriptingo Commitmento Connection
New Patient Exams (NPE)Trouble Shooting: NP Show Rate
NP Scheduled vs. NP Exams External NP Prospects
o Scheduling Procedureso Commitment: Time and Paymento Call Scriptingo Expectation Thread Videos
New Patient Exams (NPE)Trouble Shooting: NP Show Rate
Energy = MC2o Vision Castingo Training and Equippingo Goal Settingo Recognition and Celebrationo Discipline
New PatientsTrouble Shooting: Referrals
Patient Wait Timeo Goal: 7 – 15 minso Blocked Scheduleo Balanced Scheduleo Schedule Policies
New PatientsTrouble Shooting: Referrals
The Vital Signs SeriesTrouble Shooting: Conversion
“Not Moving Forward After ROF”o Complianceo Confusiono Defiance
New Patient ConversionTrouble Shooting: Non-Starter
Defiance:o Skeptic?o Cynic?
New Patient ConversionTrouble Shooting: Non-Starter
“Attraction is a reflection Of your CERTAINTY.”
o Trust Issueo Agree on the Problem?o Agree on the Goals / Objective?
New Patient ConversionTrouble Shooting: Non-Starter
1. Find out what they want.
2. Show them you can help them get it.
“Drop Off Between Day 1 and Day 2 ”o Serious Prospect?o Insurance Issue?o Logistical Issue?
New Patient ConversionTrouble Shooting: NP Drop-Off
Outside Marketing Lead (Drop Off)o Establish Trusto Scrutinize Day 1o Train as Team
New Patient ConversionTrouble Shooting: NP Drop-Off
Inside Referral (Drop Off)o Insurance Issueo Team Issueo Flow Issueo Leadership Issue
New Patient ConversionTrouble Shooting: NPC Drop-Off
The 20/60/20 Rule
The Vital Signs SeriesTrouble Shooting: Retention
“KEPT VISIT AVERAGE (KVA)”o Patient Commitmento Team’s Ability to Convey Valueo Clear Policies
Patient RetentionTrouble Shooting: COMPLIANCE %
“Compliance is a predictor ofRETENTION.”
“KEPT VISIT AVERAGE (KVA)”
o 87% and + = Growth Zoneo 82% - 86% = Stagnant Zoneo Below 82% = Breakdown Zone
Patient RetentionTrouble Shooting: COMPLIANCE %
o Create Value for Adjustment Rhythmo Written Compliance Policy o 3 Strike Rule o Call on First Missed Visit (!)o Tracking and Alert System
Patient RetentionTrouble Shooting: COMPLIANCE %
They Hire You For:
o Expertiseo Leadershipo Accountability
Patient RetentionTrouble Shooting: COMPLIANCE %
o Drives Better Clinical Outcomeso Drives Practice Growtho Drive Fulfillment for Team and DC
Patient RetentionTrouble Shooting: Patient Visit Average
“Retention is a reflection Of your CLARITY.”
1. Product Confusion2. Table Talk3. Workshop4. Progress Exams and Reports5. Practice Flow6. Expectations and Agreements7. Value Economy
Patient RetentionTrouble Shooting: The Big 7
o Reconversion Starts on Day 1o Re-Exam is Their Report Cardo Expectations and Agreements
Patient RetentionTrouble Shooting: Re-Conversion
o Educateo Adjusto Hold Them Accountable – Lead!
Patient RetentionThe Chiropractor’s Role
This is a Relationship…
o Day 1 = First Dateo Day 2 = Second Dateo Conversion = Engagemento Re-conversion = Marriage
Patient RetentionTrouble Shooting: Re-Conversion
3 Doors to Your Practiceo Front Door = Attraction Issueso Back Door = Conversion Issueso Side Door = Retention Issues
Patient RetentionTrouble Shooting: INACTIVES
Vital Signs Reportso Forensics Reporto Stick Rate Reporto Big 7 Reasons Patients Drop Out
Patient RetentionTrouble Shooting: INACTIVES
1. Product Confusion2. Table Talk3. Workshop4. Progress Exams and Reports5. Practice Flow6. Expectations and Agreements7. Value Economy
Patient RetentionTrouble Shooting: The Big 7
The Vital Signs SeriesTrouble Shooting: Collections
“Collections are the transactional manifestation of the VALUE that
you are delivering.”
“Find The Problem…”o Productivity Issue?o Systems Issue?o Training Issue?o Execution Issue?o Integrity Issue?
CollectionsTrouble Shooting: Practice Revenues
Business Model Issue?o Recommendationso Payment Planso Collection Visit Average
CollectionsTrouble Shooting: Practice Revenues
Collection Visit Average (CVA):
$35 / Visit - $50 / Visit
CollectionsTrouble Shooting: Standards
Collections Per Employee*
$15 K - $17,500** per CA
*Full Time Chiropractic Assistant** Monthly Collections
CollectionsTrouble Shooting: Standards
Collections Per 100 Office Visits (OV)*
$15 K - $17,500 per 100 OV**
* Chiropractic Care Only ** Weekly
CollectionsTrouble Shooting: Standards
Standard: $35 - $50 / Office Visito Pricing / Charges for Serviceso Care Planso Payment Plans
Collection Visit AverageTrouble Shooting: CVA
“You don’t get what you WANTYou get what you INCENTIVIZE.”
o Patientso Teamo Doctor
CollectionsTrouble Shooting: Integrity Breaks
o Cultureo Expectations and Agreementso Policies
CollectionsTrouble Shooting: Integrity Breaks
o Limiting Belief?o Money Blueprint?o Poverty Complex?
CollectionsTrouble Shooting: Integrity Break Doctor
“Focus on Delivering Value...Money Follows Value.”
VITAL SIGNS
Trouble Shooting: Collection Metrics