Busting Myths Series #2

Myth Busted!

Busting Myths with Marie Olesen

Separating Fact from Fiction

Myth #2 Consult: What you don’t know can’t hurt you

Busted: Actually, not knowing what your patients think can hurt your practice

It’s easy to get access to advice from experts on podiums and webinars. Everyone has advice about practice management and marketing. Unfortunately, it’s not always factually correct.

Acting on bad advice can be very costly, both short-term and long-term.

Would you like to learn what motivates your patients to convert quickly, remain in your practice and enthusiastically refer friends and family? And, oh by the way, happy patients are much more likely to provide ratings and reviews.

At RealPatientRatings, we’ve been asking patients about their experiences since 2011. We correlate their trusted, authentic feedback to help our members make informed decisions that strengthen and grow their practices.

Here’s a snapshot of some key consult findings from more than 2.5M patient responses.

Graphs showing percent increase based on various facts

  • Fact — Conversion rates increase when pre-consult materials include ratings and reviews: Patients who received patient reviews, printed brochures and registration forms were 41% more likely to schedule surgery. Patients who did not receive any forms or materials, received registration forms only, or received just a link to the website were less likely to schedule a procedure.
  • Fact — Conversion rates increase when surgeons show interest in patient’s questions and concerns: 12.6% more patients scheduled at consult who were highly satisfied with this important interaction. Considering all scheduling time frames, highly satisfied patients are 4.3 times more likely to schedule than patients who reported that they were dissatisfied or highly dissatisfied with this interaction.
  • Fact — Conversion rates increase when patients view a variety of useful before & after photos: Patient who were highly satisfied with the usefulness of before & after photos were 65% more likely to schedule. Patients who did not see photos had similar scheduling rates to those who were indifferent about the usefulness of the photos.
  • Fact — Conversion rate increases when the fee estimate coincides with patient expectations: Patients who felt their fee estimate was much less than expected were 4x more likely to schedule surgery. Patients who did not receive a fee estimate had similar lower scheduling rates to those who felt the fee estimate was much more than they expected.
  • Fact — Conversion rates increase when phone calls are included in post-consult follow-up: Patients who received phone calls following their appointment were the most likely to schedule surgery. Lower ranking follow-up options included emails, texts and other combinations.

The Myth is busted — what you don’t know really can hurt you.

To optimize your practice, you need to make decisions based on actual feedback from your patients. Their insights about their patient experiences will tell you how to prioritize. Higher patient satisfaction translates to increased conversions, improved retention, stronger referrals and better ratings and reviews.

To discuss more, please call our team!
1.800.267.1228, ext. 1

RealPatientRatings - Marie Olesen Founder and Chief Patient Experience Officer