Your Practice is Turning Away New Eye Care Patients Every Day! Here's Why and How to Stop It.

Just get the phone to ring and we'll take it from there?   Not so fast...

This is a big one! 90% of healthcare organizations fail at this critical business function!

If you’re making the investment to generate calls and the phones are ringing, make sure your team follows a script for prospective patient calls.

You’ve made it easy for your new patient to find you online. You’ve made it simple for them to call.  The phone is ringing.

Don’t lose them now that you have them on the line.

"Thank you for calling, we are currently assisting other patients right now.  Your call is very important to us.  Press 1 to leave a message..." and that where 85-95% of potential new patients calling for the first time hang up.  

An existing patient is likely to follow the prompts and leave a message but someone who just searched for your services, especially on their mobile device, will end the call and with a simple swipe of the thumb, click on your competitor listed below you.

The worst part, you most likely just paid for that short introduction to your practice.

Let's face it.  Maintaining a qualified staff isn't easy.  Even your best employees have sick days, vacation time and some leave for other opportunities.  More often than not the biggest source of missed opportunities is the phone at your front desk.

I can't tell you how many doctors I know where virtually ever patient they see has nothing but good things to say about them but you'll see a bad review online about the practice from someone who had a bad experience just trying to book an appointment.

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Having a system in place to handle the calls and make sure everyone is greeted by a live voice is critical. With the right system, your potential patient feels valued, and you gather the quality, consist of information you need, no matter who answers the phone.  Often this means incorporating an answering service.

There's no shame in utilizing a service to handle the in-coming calls.  Even the best goalies let one get by once in a while and your staff can't be available 24/7. 

In fact, when doing so I've encouraged being open about this to the caller, highlighting that your practice values the potential new patient's time too much to let them be greeted by a recording and asked to follow instructions.

The flexibility and benefits vs the missed opportunities:

  • Utilize them as your front line or as a supplemental service that steps in when you can't get to the phone or after hours.
  • Qualify potential patients that are a good fit with your practice.
  • Confidently free up your resources to focus on your administrative and patient needs.
  • Have calls recorded to monitor regularly for quality assurance.
  • Capture the 8 out of 10 callers that previously hung up.
  • A fraction of the cost of taking on additional staff.

With Your Lead Capturing System Locked Down, Proper Follow-Through is Key!

For you, the practitioner, caller experiences that lack follow-through is frustrating, to say the least.

What’s the potential profit lost each time you lose another new patient because of poor customer service?

Now add on the salary you're paying that staff member.

You’ve invested hard earned money to generate phone calls - only to lose them at the front line. Here are a couple of tips to start the patient experience off right, and gather the information you need to complete the appointment-setting process:

  • It’s important to qualify your potential new patients. However, make sure your staff doesn’t lead with “What insurance do you have?” It sets a negative tone. It’s like asking them to “show me the money” before you’ll give them the time of day.
  • Most callers have a lot of initial questions. Where is your office located? Which insurances do you accept? by the end of the call, your staff member is so distracted, they terminate the call without offering the prospective patient to schedule an appointment.
  • Train your staff to follow a scripted process that ensures that the caller feels attended-to, while your staff can collect all the pertinent information they need to set the appointment. It makes the experience pleasant for your new patient and easier for your team!

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Simply schedule a 1-on-1 Strategy Session with me by clicking this link.

Now that you put a solid process in place your, new patient wants to learn more about you. Ensure that your website is as pleasant to visit as your physical office.

Make sure your site is easy to navigate.  The information they’re looking for and any patient intake forms they may need to complete should be easy to find.

Tip: Ask your current patients what they wanted to know about you before they visited your practice for the first time. Include that information on your website.

This demonstrates the professionalism of your practice and commitment to service excellence. It also streamlines the in-office experience for your patients and your staff.

Think about this.

What's the cost of not taking the time to develop a stellar customer experience process? 

When you provide an outstanding, positive experience from start to finish, those new patients are more likely to tell their friends and family about it or share it on social media.

Recommendations from friends and family about their experience with your practice our powerful.  That one new patient you gained can convert into multiple new patients who want the same experience.

This is how successful practices are growing and thriving!  

Imagine, your staff is thrilled because you’ve made the customer experience process easy for them to implement. Happy patients, happy staff, happy doctor.

You deserve to go home every evening feeling satisfied. Your office buzzing and processes in order. And you can focus on the work you love and the ones you love.

But it starts with the moment your prospective patient calls your office. Every interaction with your office - online, on the phone, or in person - affects patients’ perceptions of the quality of care they’ll receive from you.

Do you want to learn more about how your eye care practice can harness the power of the Internet to start consistently generating new patients month after month?

Apply for a complimentary digital marketing strategy session with me, Michael Lanctot.  I’ll show you how – for free.  At the end of this free session, you can choose to take this information to implement it yourself; or you can hire me (or somebody else) to do it for you.

When you apply for a free consultation, there’s no obligation to work with me or use my services; though, of course, I’d love to help you implement my proven system.

There’s absolutely no risk when you say yes to this free call.

Don’t you think it’s time for your eye care practice to be the one getting noticed? Take advantage of the essential strategy that other practices are using to dominate the eye care market to benefit your practice!

Thank you for reading this.

I’m Mike Lanctot, owner of EMS Optix, and I specialize in helping ophthalmologists and eye care professionals acquire 20, 30, even 50 or more new patients every month.

How? By placing their practices directly in front of the patients already looking for their services.

Book a Free Strategy Session

Simply schedule a 1-on-1 Strategy Session with me by clicking this link.