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Survey. Satisfy. Share.
MARIE OLESEN
CEO, La Jolla Cosmetic Surgery Centre
• Began surveying patients in 1989
Founder, Real Patient Ratings
• Endorsed by ASPS
Founder, Inform Solutions• Created Inform&Enhance® software to
manage cosmetic patient relationship
Speak, write and teach on patient satisfaction and practice success
Survey. Satisfy. Share.
CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG
STATS: ALMOST ALWAYS BETTER THAN GUT INSTINCTS
COMPETITIVE ADVANTAGE: THINK DIFFERENTLY
Survey. Satisfy. Share.
IT’S ALL ABOUT
MORE….. MORE
LEADS. MORE
CONSULTS. MORE
CASES. MORE
REFERRALS. MORE
RETURN ON YOUR
INVESTMENTS
ROI
Survey. Satisfy. Share.
FIRST, GET THE ONLY
OPINION THAT MATTERS
We’re mobile-
friendly! More
than 20% will
complete our
survey on their
smartphone.
Get critical
feedback at the
perfect moment
following consult
and surgery.
Survey. Satisfy. Share.
KNOW WHERE YOU STAND
Drill down for details
with regional &
national
benchmarking among
other board certified
plastic surgeons
“Anyone can send out a questionnaire. But without benchmarking against scores of other
plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the
numbers in front of you; they are talented at interpreting them and finding solutions that will work
for your practice.”
--Steven Teitelbaum, MD; Santa Monica, CA
Survey. Satisfy. Share.
MAKE CHANGES THAT
GROW YOUR PRACTICE
How do your
patients feel about
your customer
service?
Survey. Satisfy. Share.
THE NUMBERS
Date Range: 9/19/2011 – 12/18/2012
2 Surveys
• Consult: 61 questions
• Surgery: 56 questions
Two studies completed
• 2,721 Consult patients
• 7,193 Post Surgery
Source of data
• 165,981 consult questions answered
• 402,808 survey questions answered
Survey. Satisfy. Share.
Prospects who are
highly satisfied with
their consultation are
TWICE as likely to
schedule surgery
SCHEDULE MORE CASES*
Survey. Satisfy. Share.
0 0.1 0.2 0.3 0.4
Appt-Friendliness of Staff
Nurse-Respect
Appt-Knowledge of Staff
Nurse-Helpful Procedure Info
MD-Easy to Understand
MD-Showed Interest in Questions/Concerns
Consult Process Clear/Easy
MD-Thorough Medical History
Appt-Availability of Times
Nurse-Helpful Surgeon Info
MD-Medical Procedure Information
PRIMARY DRIVERS OF SCHEDULING
Factor Analyzed Logistic Regression; n=1,904; 82.0% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.
Top Driver
Relative Importance
Secondary Drivers
Survey. Satisfy. Share.
SURGEON DRIVERS
System
1. MD Procedure Information 82%
4. MD Thorough Medical History 71%
6. MD - Showed Interest in Questions
and Concerns
84%
7. MD – Easy to Understand 85%
Survey. Satisfy. Share.
NURSE DRIVERS
System
2. Nurse – Helpful Surgeon Info 79%
8. Nurse – Helpful Procedure
Information
81%
10. Nurse – Respect 87%
Survey. Satisfy. Share.
STAFF & PROCESS
System
3. Availability of Appointment Times 71%
5, Consult Process Easy to
Understand
78%
9. Appt – Knowledge of Staff 75%
11, Appt – Friendliness of Staff 83%
Survey. Satisfy. Share.
ROI - 5% CHANGE IN OSAT
CURRENT GOAL
My Practice's Current Satisfaction:
Current Top Box OSAT Score 70% 75%
My Practice's Current Performance:
Current # of consults 600 600
Percentage highly likely to schedule 49% 53%
@ Average Fee $6,000 $6,000
Current Revenue $1,764,000 $1,890,000
ROI: $126,000
Survey. Satisfy. Share.
INCREASE REFERRALS
AND REPEAT BUSINESS
Patients who are highly
satisfied with their surgery
experience are TWICE as
likely to refer you and return
for additional services
Survey. Satisfy. Share.
TOP 10 KEY SATISFACTION DRIVERS
LIKELIHOOD TO RECOMMEND
Weighted Factor Logistic Regression; n=4,113; 70.5% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.
.00 .05 .10 .15 .20 .25 .30
Post Op-Understanding Who to Contact For Information
Staff-Organized & Coordinated Care
Helpfulness of Info Provided
Helpfulness of Communication
Nurse Listening Carefully
Usefulness of Pre-Op Materials
MD-Showed Respect
Pre-Op Visit-Prepared Mentally
Post Op-Informed About Recovery
Post Op-Communication & Contact Top Drivers
Relative Importance
Survey. Satisfy. Share.
POST OP DRIVERS
1. Post Op - Communication & Contact
2. Post Op – Being Informed About Recovery
PostOp – Understanding Who to Contact for
Information
Survey. Satisfy. Share.
HUMAN & TEAM DRIVERS
MD – Showed Respect
Nurse – Listening Carefully
Patient Coordinator – Helpfulness of Information
Provided
Staff – Organized and Coordinated Care
Survey. Satisfy. Share.
PRE-SURGERY DRIVERS
PreOp Visit – Prepared Mentally
Usefulness of PreOp Materials
Pre-Sx Helpfulness of Communication
Survey. Satisfy. Share.
State
Overall Conversion
Rate as a % w/Reviews
Increase in
conversions as X
TX 1.77 2.53 1.43WA 1.00 1.51 1.51
GA 1.57 2.39 1.52
CA 2.18 3.83 1.76
CA 1.09 2.13 1.95
MA 1.77 3.69 2.08
FL 1.28 2.86 2.23
WA 1.00 2.68 2.68
TX 1.43 4.32 3.02
NJ 2.01 6.52 3.24
NY 1.02 3.33 3.26
WA 2.10 7.91 3.77
OR 1.66 8.23 4.96
VA 0.95 6.17 6.49
Average 1.5 4.15 2.9
Survey. Satisfy. Share.
TRY IT NOWDo more with the people and
marketing you invest in
More happy patients.
More cases.
More web leads.
CLICK to get started
Survey. Satisfy. Share.
Do more with the people and
marketing you invest in
More happy patients.
More cases.
More web leads.
HERE’S HOW…
Survey. Satisfy. Share.
FIRST, GET THE ONLY
OPINION THAT MATTERS
We’re mobile-
friendly! More
than 20% will
complete our
survey on their
smartphone.
Get critical
feedback at the
perfect moment
following consult
and surgery.
Survey. Satisfy. Share.
KNOW WHERE YOU STAND
Drill down for details
with regional &
national
benchmarking among
other board certified
plastic surgeons
“Anyone can send out a questionnaire. But without benchmarking against scores of other
plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the
numbers in front of you; they are talented at interpreting them and finding solutions that will work
for your practice.”
--Steven Teitelbaum, MD; Santa Monica, CA
Survey. Satisfy. Share.
MAKE CHANGES THAT
GROW YOUR PRACTICE
How do your
patients feel about
your customer
service?
Survey. Satisfy. Share.
Prospects who are
highly satisfied with
their consultation are
TWICE as likely to
schedule surgery
SCHEDULE MORE CASES
Survey. Satisfy. Share.
INCREASE REFERRALS
AND REPEAT BUSINESS
Patients who are highly
satisfied with their surgery
experience are TWICE as
likely to refer you and return
for additional services
Survey. Satisfy. Share.
Includes profile
with unlimited
reviews and
new patient
leads
Supports your SEO with
followed links to your
website and social
media pages
PROFILE IMPROVES
SEARCH RESULTS
Survey. Satisfy. Share.
ENHANCE YOUR ONLINE
REPUTATION (FAST!)
96% of our members’
directory profiles
appear on the first
page of Google
search results*
*For searches that include the word “reviews”
**and have the Comments Feed installed on their website
Survey. Satisfy. Share.
GENERATE MORE LEADS
FROM YOUR WEBSITE
When patients read
reviews on your
website, they are TWO
to EIGHT times more
likely to fill out the
Contact Us form! Your SEO
team is
gonna love
it!
Survey. Satisfy. Share.
ENHANCE YOUR PRACTICE
WEBSITE (FAST!)
100% of our
members’ very own
websites appear on
the first page of
Google search
results**
*For searches that include the word “reviews”
**and have the Comments Feed installed on their website
Survey. Satisfy. Share.
Plastic Surgery is
the first medical
specialty to meet
consumer
demand for
reviews
BOOST EXPOSURE ON PS.ORG
Survey. Satisfy. Share.
LOVED BY PRACTICES,
LARGE AND SMALL!
"I can’t thank you enough for
how you’ve helped my practice
grow. We're up 62% over last
year in cosmetic cases...”
- Chris Hess, MD
"What I love the most about Real Patient Ratings
is the patient feedback. It isn't my opinion, my
doctor's opinion or an outside consultant's
opinion, it is what our actual patients say.
I can find easy and meaningful ways to make
changes. Practice growth is a natural outcome.”
-Vicki Koplow; Coordinator for Steven Teitelbaum, MD
“Real Patient Ratings delivered
everything we could have wanted and
more. They streamlined the process of
sending consultations and surgery
patients post-service surveys and
removed us entirely so that we didn't
have to invest time in obtaining this
data.”
- Meghan Whaley
Coordinator for John Diaz, MD
Survey. Satisfy. Share.
TRY IT NOW
Strengthen, Grow and Protect your
practice. Find out what’s happening in
your practice and generate up to 50 new
reviews in the first 60-days.
Questions?
Call 800-267-1228, ext. 4 for more info.
CLICK to get started
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