8 Ways To Secure Patient Rebookings

8 Ways To Secure Patient Rebookings

December 5, 2018 | 4 Min Read

8 Ways To Secure Patient Rebookings

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Do you have patients that book an initial appointment to be assessed and are never rebooked for follow up treatments and assessments? The initial assessment consists of the history of the injury, how the pain began, and how the injury occurred. What has been found and the treatment comes secondary with the scheduling of further treatment with the patient. Initial assessments are the first step to helping a patient rehabilitate their injury through treatments and reassessment.

Here are 8 ways to secure patient rebookings:

1.  The first impression is a lasting impression

Have you ever had such great service at a restaurant that you find yourself going there more and more often? That great service left a lasting impression on you! So consider the following for your clinic:

•  Environment – Is your clinic clean? Are the chairs in the waiting room comfortable? Is the design of your clinic modern? Is the equipment practitioners use up-to-date?

•  Front office team – Often your front office staff are the first people to greet your patients. This first impression can often set the tone for the rest of the appointment. By just simply using a friendly and helping demeanour, the first impression can go a long way. And if a patient has never visited your clinic before, be sure to explain the initial treatment.

•  Practitioners – Start with a smile and remember the patient’s name throughout the assessment. Be genuinely interested in not only the assessment but the patient as well.

2.  Drive connection

Personal recommendations are critical when driving patient referrals. Those recommendations often come because of the connection that the patient had with the practitioner and the clinic. By connecting with the patient beyond the appointment, practitioners are more likely to see a patient rebooking with them.

To connect with patients on a personal level, try using the six techniques utilized by renowned educator Stephen Covey:

1. Become genuinely interested in other people
2. Smile
3. Remember that a person’s name is, to that person, the sweetest and most important sound in any language
4. Be a good listener. Encourage others to talk about themselves
5. Talk in terms of the other person’s interests
6. Make the other person feel important – and do it sincerely

3.  Expert assessments followed with expert treatment

With a team full of experts, you’ll need practitioners to give their professional opinion as to how many follow-up treatments the patient will need.

After connecting with the patient during the initial assessment, practitioners should use their educated opinion to create a treatment plan. At the time of the initial assessment, this may include communication as to why they need the specified treatment plan, along with the intervals of scheduled appointments. Relay the treatment and positive outcomes of a previous patient that had a similar initial assessment to further show how your efforts have helped others.

Lastly, show patients that you’re an expert in your field by displaying accreditations and memberships to healthcare groups and colleges that you belong to, along with the certifications you have gathered over the years.

4.  Explain the value of keeping up with treatment and results

Take the time to explain to patients why it’s important to keep up with treatment to feel their best. Educate them on approximately how many treatments they should make, and the scheduling of those treatments. Further explain why that schedule for treatment should be followed, and that the initial assessment is only the start to their healing process.

5.  Offer a rebooking incentive

Has your clinic ever thought about offering a rebooking incentive to patients, such as a percentage off each visit if they book their first (4+) treatments upfront? This would ensure that patients stay on the correct path to healing, along with the assurance that they will receive treatment at your clinic.

6.  Book the patient’s next treatment right after their initial assessment is complete

Practitioners should take the extra minute or two to walk patients to the front of the clinic and personally book the following treatments in with the office staff. This not only shows that the practitioner is vested in the best interest of the patient, but that they would like to oversee the entire process of a scheduled treatment plan and a proper rehabilitation process.

7.  Rebooking culture

Training your staff (office staff and practitioners) with proper rebooking guidelines can ensure that correct rebooking processes are followed. Create a document that all staff can read and take corrective measure to ensure their rebooking process follow the exact same process.

Patients should not leave the clinic if further treatment is needed. They should be serviced to book their next appointment. If the practitioner is unable to accompany the patient to the front desk to book their next appointment, the front desk staff should assist the patient. Suggest 1-2 days per week that work best and a simple “morning or afternoon,” don’t overwhelm the patient with too many options.

8.  Make it easy to book the next treatment

If by some chance a patient didn’t book a follow-up treatment, make sure they have easy access to rebook an appointment. Leave a business card with the client that clearly lists the clinic’s phone number and website.

The website should have a clear path to booking an appointment, such as on the header of the homepage.

Use a proactive approach by using follow-up calls after a week by front desk staff to see how the patient is doing and if they would like to book their next appointment.

Have you tried the “Aged Patients” report in Juvonno? This report helps users find out the number of days that have passed since their last appointment, the clinic they were seen at, the practitioner that completed the assessment, and contact information for the patient.
Contact a Juvonno customer service representative to learn more about rebooking practices with Juvonno!
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