Nurse Providers for Non-Surgical Services: Optimizing Px, Patient Experience

Transcription

1 Nurse Providers for Non-Surgical Services: Optimizing Px, Patient Experience Presented by: Marie Olesen, CEO, La Jolla Cosmetic Surgery Centre Founder, Chief Patient Experience Officer, RealPatientRatings

2 Give them quality. That is the best form of advertising in the world. Milton Hershey Founder of Hershey Chocolates

3 Consumers have many choices. Smart surgical practices adapt to consumer- driven priorities

4 Two biggest cosmetic consumer trends Non Surgical 44% growth More complex and more competitive, commoditized Ratings & Reviews Used by 92% of consumers Blemish effect Speeds conversions

5 Non surgical offers great opportunities Services Processes People Px Experience Apply your surgical practice management & marketing knowledge

6 Non-Surgical Minimally Invasive Surgical Services Processes Financial controls Service System Conversions ROI Px Experience People Validate quality Benchmarks Marketing Clinical Quality Service Quality

7 Patient Experience Processes Services

8 Px Patient Experience Px Encounters Satisfaction

9 Patient Experience Validate satisfaction, proactively address issues, market quality

10 Reviews are 12x more believable I m really good 4.9

11 What consumers expect 5-star scale Believable distribution Statistical validity (>30 ratings) Recency/Perishable

12 Services Start with what is complimentary to your practice

13 Continuum of Offerings Nonsurgical Combination Surgical Example - body contouring

14 Non-surgical providers

15 Objectives Define Focus

16 Creating Non-Surgical profit 6 lines of business 1. Toxins (highly commoditized, lowest margins) 2. Fillers (also commoditized, low margins) 3. Skincare (pre-set margins by manufacturer) 4. Aesthetician services (entry point, lower revenue) 5. Devices (good margins even with consumables) 6. Lasers (best margins)

17 Margins at LJCSC MedSpa Lasers 79 Devices 68 Facials 59 Product 50 Fillers 46 Toxins

18 People Attract and retain quality providers and support staff

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20 Laser & Skin Care LJCSC January February March April May June July August September October November December

21 The power of reviews: external and internal benchmarking External benchmark Overall satisfaction* # Reviews Internal benchmark Provider A Practice 1 91% 548 Provider B Provider C Practice 2 82% 1300 Surgery Med Spa Practice 3 89% * Measured as percentage of 5 s in all responses 614 Region All members Overall 5 star rating Note: Based on actual data from Real Patient Ratings TM

22 Comparing satisfaction scores Provider 1 Provider 2 Provider All 1 members Provider 2 All members

23 Comparing satisfaction scores Provider 1 Provider 2 Key Performance Metrics - Top Box Analysis Key Performance Metrics - Top Box Analysis Provider 1 All members (average) All members (average) Provider 2 Low performers* Low performers* OSAT Likelihood to return Likelihood to recommend OSAT Likelihood to return Likelihood to recommend * Low ranges calculated using the average of the bottom five ratings

24 Processes Apply your surgical practice management & marketing knowledge

25 However consumer begins, our goal is the same Phone Est. Patient Convert to Treatment or Surgery efficiently and effectively

26 Managing Complex Relationships If you can t measure it, you can t manage it

27 Measuring Performance Conversion rates Measures any movement between 2 stages for defined period of time Capture rates Measures movement between stages for a defined pool of patients over a period of time

28 Increasing conversions Same Day 1 week 2 weeks 3 weeks 4 weeks days 60+ days Injectables2 Laser

29 Please rate your satisfaction with the results of your procedure. 9% 1% 4% 26% 60% 5 - Highly Satisfied 4 - Satisfied 3 - Neither Satisfied nor Dissatisfied 2 - Dissatisfied 1 - Highly Dissatisfied Sept 2015 Aug 30, 2016 N- Highly Satisfied 8,527, Satisfied 3,731, Neutral 1,196, Dissatisfied 496, Highly Dissatisfied - 190

30 3 & 4 Ratings Focusing on the 5 s Zone of Indifference Zone of Defection Negative Word-of-Mouth Malcontent Behaviors Unpredictable/Unreliable Moves Among Providers Zone of Affection Positive Word-of-Mouth Increased Frequency Resists Competition Reduced Servicing Cost Patient s Stated Satisfaction

31 % of Respondents Doubling likelihood to schedule n=2, % 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Zone of Defection 1% 1% 2% 19% Co-Overall Satisfaction Zone of Indifference Zone of Affection 78%

32 % Highly Likely to Recommend Surgeon Likelihood to refer correlates with patient satisfaction 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 11% 3% Zone of Indifference 11% Highly Dissatisfied Dissatisfied Neither Satisfied nor Satisfied Highly Satisfied n=63 n=122 Dissatisfied n=178 n=1,198 n=5,632 Overall Satisfaction-Surgery Experience 56% Zone of Affection 97%. Zone of Defection

33 Percentile Overall satisfaction of experience Likelihood to recommend Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied Experience Satisfaction Highly likely Likely Somewhat likely Not very likely Not likely at all

34 Percentile Knowledge & skill level of provider Likelihood to recommend Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied Patient satisfaction Highly Likely Likely Somewhat Not very likely Not at all

35 Percentile Educational materials Likelihood to recommend Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied Patient satisfaction Highly likely Likely Somewhat likely Not very likely Not at all likely

36 Percentile Increasing posting of reviews Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied Patient experience Yes No

37 Did you have any problems during or after your appointment? 7% Yes No 93% Sept 2015 Aug 30, 2016 N- yes 1,106, No 14,168

38 Words words words

39 % of patients dissatisfied Reasons highly dissatisfied Results Money Time Communication Other Value Count Results 18 Money 6 Time 2 Communication 12 Other 3 Sept 2015 Aug 30, 2016 N- Results 18, Money 6, Time 2,Communication 12, Other - 3

40 Organized and coordinated care

41 Using surgical practice strategies

42 Document with before and after photos* 1 Laser Vein Treatment 2 Halo Treatments *Source: La Jolla Cosmetic Surgery Centre

43 Loyalty program

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45 Marie Olesen