Retention Analyzer Name: Rate your practice on the following 26 Five Star Retention items, with 10 being the best or most consistent and 0 being the worst or absent from the practice. 1. Pre-Call: The CA or DC pre-calls NPs to remind and greet them using FSM scripts. 2. Greeting New Patient: CA or DC greets NP when they arrive at the office using FSM scripts. 3. Initial Conversation with NP: DC strengthens relationship with referral inquiry using FSM scripts. 4. Pre-Consultation Statement: DC sets the stage, tone and pace of the relationship using FSM scripts. 5. Consultation: DC, NPA, or CA takes patient history using FSM form and script. 6. Post-Consultation Statements and Questions: DC or NPA closes history with FSM script. 7. Pre-Exam Statement: DC or NPA frames the examination using FSM scripts. 8. X-Ray Conversion: DC explains the need for x-rays or scans using FSM scripts. 9. Taking X-Rays: DC or CA takes and analyzes x-rays for structural problems. 10. First Day Release: DC or CA books ROF and gives patient the Home Care Sheet using FSM scripts. 11. Report of Findings: DC does FSM ROF. 12. Written Care Plans: DC explains a written care plan using FSM scripts. 13. Written Financial Agreements: DC or CA explains the patient s financial options and gets a commitment. 14. Keep Accounts Current: DC or CA extracts first and following payments according to the written plan. 15. First Adjustment Explained: DC explains possible results of first adjustment using FSM scripts. 2301 NE Blakeley Street Seattle, WA 98105 Phone: (800) 224-4876 Fax: (206) 322-0457 www.myfivestar.com
16. Orient Patient to Office: DC or CA gives the patient a tour of the office using FSM scripts. 17. Multiple Appointment Plan: DC or CA books multiple appointments and enters them into the schedule. 18. First Adjustment Call: DC calls the patient after first adjustment using FSM scripts. 19. Three Phases Chart Explanation: DC takes patient through open chart quiz on 4 th visit. 20. Chiropractic Patient Curriculum: DC educates patient using the FSM continuing patient curriculum. 21. Re-Exams On Time: DC, NPA, or CA does the patient s re-exams on regularly scheduled intervals. 22. Re-X-Rays: DC, NPA, or CA re-x-rays patient to measure structural changes. 23. Re-Reports: DC meets with patient to explain progress since last exam and next care goal. 24. New Patient Orientation Class: DC regularly teaches NPOC. 25. Present Time Consciousness: DC, NPA, and CA practice PTC on all patient encounters. 26. Present ChiroCare: DC presents wellness care after relief and correction. To find your Retention Score, total your scores for each of the 26 items. 230-260 Exceptional! 200-229 Excellent 170-199 Good 140-169 Mediocre 0-139 Poor You need to immediately implement more of the above Five Star Retention tools! 2301 NE Blakeley Street Seattle, WA 98105 Phone: (800) 224-4876 Fax: (206) 322-0457 www.myfivestar.com
Five Star Patient Retention Audit 1. List the last 100 new patients. 2. Patients with no future appointments are assumed lost or quit. 3. Tally the number of visits patients received before they quit. 4. Graph where patients quit their care plan. What patterns do you notice? 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 Name Quit Date # of Visits Comments
51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 Name Quit Date # of Visits Comments
Five Star Patient Retention Audit Graph 1. Plot the number of patients lost on each visit number. 2. Connect the data points to see the trend. What patterns do you notice? Patients Lost 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 Visit Number