Preventing Patient Drop-offs
Preventing drop-offs begins during the
initial call with a potential new patient.
How your front office team member handles their first contact with any past or potential patient affects all future interactions with them.
The goal of the first contact with someone who’s reaching out is to help them recognize their need to care and get them scheduled for an evaluation. But, during that first contact, they should also start to build a patient for life.
A patient-for-life is one who values your services and understands that you can and will help them. They know who to contact when they’re having a particular problem, and they don’t drop out of care when life gets busy or when their deductible is too high.
Also, a patient-for-life is someone who will write a Success Story and refer others to you over and over again. Developing life-long patients begins at the initial interaction and that makes it so important.
Three things must occur during the first contact with any patient:
Establish a RELATIONSHIP
Without a well-trained front office team, many potential patients, who call, don’t even make it onto your schedule. But did you know that only 60% of patients are successful completions?
That means that 40% of the patients who start fall off the path; never achieving full recovery!
That’s a lot of people who didn’t get the help they need and deserve; AND, they’re probably walking around saying “PT didn’t work”. Now, think of the opioid epidemic, the surgeries that weren’t necessary, those who can’t work due to pain, and the people you see walking around with obvious physical problems. We should ALL be maximizing successful completions and working toward something closer to 80-90%!
Patients who don’t complete their plan of care are more likely to have progression of pain and more physical problems occur in the future.
When you train your front office team with the Patient Care Coordinator Program, they begin to identify more potential patients and get them scheduled and arriving for their evaluation. But they also begin to control the path that your patient’s take and handle objections to receiving or continuing care. This improves the patient experience and increases attendance right up to goal achievement.