Tag Archives: patient satisfaction

Implementing a 5-Star Patient Education Process to Drive Retention

Part 1: The Coordinated Pre-Op Visit

love-nurseImplementing a patient-centric, high touch pre-op visit can result in a 53% increase in patient satisfaction and a 37% increase in patient’s likelihood to return.

For plastic surgery patients, nursing plays an integral role in the delivery of care and has a direct link to patient satisfaction, which is the ultimate measurement of a successful outcome. Effective communication protocols improve outcomes and expedite the recuperation process.

Implementing a thoughtful and consistent patient friendly peri-operative education component and communication process increases satisfaction and dramatically decreases post-op calls. This plan consists of a coordinated pre-op visit, personalized pre-op materials and a proactive post-operative communication strategy.

More often than not, patients are confused about the surgery process, their specific procedure and have important questions to resolve. Nurses must display empathy and patience regarding their mental state.

To further complicate matters, the human brain forgets 90% of what is learned within 1 week. When we consider that patients will only remember about 10% of the information provided to them, it is clear that the pre-op visit must be a carefully planned process and include effective supporting materials.blog-review-2

The best practice standard is to schedule a 1-hour pre-operative visit 2 weeks prior to surgery.

1. Prepare: Send the patient the personalized education materials in advance with a note encouraging them to review prior to their appointment and place sticky notes on any sections that are unclear.

2. Educate: At the visit, the nurse should review the relevant informed consent materials, and pre and post-op preparation instructions.  In this teaching role, the nurse educates and prepares the patient for the pending surgery process which sets the stage for a successful post-op recuperation and healing process.

3. Review: Next, the patient should be given the opportunity to address all of the items that they have flagged for review.

4. Confirm: As a last step, the nurse should inquire with the patient, “Did this visit cover all of the information that you anticipate needing as you prepare for and recover from surgery? Are there any remaining additional questions or concerns?” The nursing staff must confirm they have met the patient’s needs before they conclude the pre-operative visit.blog-review-1

With proper pre-planning, the visit will be much smoother and meet the patient’s need for information.

This article is part one of a three part series based on a poster presentation delivered at the American Society of Plastic Surgery Nurses (ASPRN) Meeting in Boston, on October 18, 2015.

ASPRN-Poster-Presentation-oct-2015

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6 surprising things we learned about your patients in 2012

Fifteen months ago RealPatientRatings™ embarked on a two-fold mission:

  • Helping plastic surgeons take better care of their patients by providing real-time patient feedback in a 21st century web-based system
  • Helping cosmetic consumers find good doctors by publishing ratings and reviews guaranteed to be from real patients

Plastic surgery patients of 182 surgeons have completed over 13,000 surveys (5851 consult and 7458 surgery). Smartphones accounted for 21% of surveys. RealPatientRatings.com now has 8519 plastic surgery patient reviews, more than any other site in the world!

In fact, RealPatientRatings is conducting the largest real-time study of the plastic surgery patient experience. The resulting data is powerful and has challenged some long-standing industry beliefs.

1. Schedule more surgery by providing high-quality procedure education at consult

Despite extensive online availability of information, your patients’ primary driver of Likelihood to Schedule is the procedure information provided directly from the plastic surgeon. Practices who meet patient needs at consult satisfy at higher rates. Likelihood to schedule doubles among highly satisfied patients.

2. In-house cheerleaders make a differencemegaphone

Your team can help you schedule more surgery. Having a staff that consistently praises you to your patients fulfills a critical need for patients to trust you and feel safe. Data from thousands of consult surveys tells us that this staff endorsement is the 2nd most important factor in likelihood to schedule.

3. Discussing fees prior to consult increases scheduling rates

Many practices believe that fees should only be discussed at consult. But RPR data reveals higher intention to schedule among patients who were told fees in advance, i.e., 67%. Scheduling intent decreases to 45% when patients receive a quote that is “higher than expected”. This means losing 1 patient out of 3. Share your prices ranges on your website and on every inbound call, whether the patient asks directly about price or not.

interest_over_time_reviews

4. Reviews directly influence likelihood to schedule

Not only do today’s patients seek out reviews directly, the presence or absence of reviews directly affects their likelihood to move forward with surgery. Post your reviews on your website, print them out in the office, include them in your consultation packets…and please stop calling them testimonials. Nobody searches Google for testimonials!

5. “The answer to bad speech is more speech”

matt-cutts-bad-speech

The preponderance of negative online reviews for plastic surgeons (many of which are fake) suggests far more consumer unhappiness than is accurate. Since all patients are included in our feedback loop, RPR data is much more reliable and our reviews can’t be fabricated. Physician ratings on RPR are 11% to 34%* higher than traditional review sites because we eliminate angry ex-employees and competitors.

6. Patients want to be seen at times that work for them

You can nearly double Likelihood to Schedule when patients are highly satisfied with the availability of consult appointments. If your surgical schedule isn’t as full as you want, then increase consult appointment options for your patients. The longer you make them wait, the less likely they are to be highly satisfied.

While even the general information we’re providing can help you, you need to know how your practice is doing with your own patients. If you don’t survey them, how do you take advantage of their insights and better meet their needs (and yours!)?

*based on an internal study