Eyecare Business

OCT 2016

Issue link: https://eyecarebusiness.epubxp.com/i/733245

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Page 38 of 101

anaging patient relationships throughout the continuum of care is of critical impor- tance in today's eyecare industry. Dr. Joel Sollom of Focused Eye Care in Lakeville, MN, found a patient relationship man- agement software that offers a personal touch to health- care technology and aligns with his staff 's commitment to outstanding customer experiences. Since signing up with Solutionreach, Dr. Sollom is reclaiming valuable time, measurably decreasing costs, and increasing his bottom line. ›› DECREASE NO-SHOWS. Not all patient relation- ship management software is the same. Put an end to no-shows with automated, customizable appointment reminders and confirmations that reach 100% of your patients. When Dr. Sollom first signed up, he was using a competitor's product and his annual no-show rate was 4%. After switching to Solutionreach, his no-show rate dropped to 2.8%, a 30% decrease. ›› REACTIVATE PATIENTS. Automated re-care messaging strategically contacts patients at the right times to schedule their next (or overdue) appointment, immedi- ately reactivating lost patients you haven't seen in a while. "We switched over to Solutionreach from a competing product, and I was able to directly measure an increase of just over $100,000 in our yearly revenue as a result of the communication feature alone," reports Dr. Sollom. "We also increased our ability to recapture existing patients for their recommended return visits from 66% to 75% after switch- ing to the Solutionreach platform." ›› 24/7 SCHEDULING FROM ANY DEVICE. Patients can now book their own appointments from any device, whenever it is convenient for them. Dr. Sollom uses Limelight from Solutionreach, which intelligently integrates with his existing software so his patients can book their own appointments online in real time. "To date, we have had 113 patients schedule online with great feedback from both our staff and the patients," states Dr. Sollom. "Patients now have 24/7 scheduling access!" ›› IMPROVE PATIENT RELATIONSHIPS. Dr. Sollom's office uses customized post-appointment and scheduled surveys to gather insight on what is important to each patient. "We can listen and make changes to our office procedures and policies on the fly to adapt to our patients' ever-changing needs." Dr. Sollom also loves that the reviews automatically push to Healthgrades and have increased his online review presence from single digits to well over one hundred positive reviews. It's hard to believe that Dr. Sollom was, at first, opposed to automated patient messaging. He believed that his patients preferred personal phone calls, and it was his office's way of staying top of mind. "I could not have been more wrong!" he says. "Patients have been openly thanking me in the exam room for this technology because they say it makes their lives easier. After seeing the increase in my staff 's productivity and my increase in revenue, my only regret is not partnering with Solutionreach sooner." —Samantha Toth Samantha Toth is the resident marketing rockstar for Innexus® by Innereactive Media, specializing in websites, social media, and marketing for the eyecare industry. Learn more at GetInnexus.com. Reclaim Your Time While Increasing Your Bottom Line m SOLUTIONREACH BY THE NUMBERS ›› It takes an average of 8.1 minutes to schedule an appointment ›› 38% of all appointments are booked after hours ›› 77% of patients want to be able to self-schedule ›› 63% of the time, agents transfer patient calls ›› By 2019, 64% of patients will schedule appointments digitally ›› By 2019, 80% of appointment volume will be self-scheduled Source: Accenture 2013 consumer survey SPONSORED BY ››››››››››››› S M A R T S O L U T I O N S

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