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What steps can we take in healthcare to reduce cancellations?
As I’ve written, spoken, and worked with clients about, cancellations cause your practice to bleed revenue and profitability. I’ve worked with some private therapy practices that have cancellation rates pushing 35-40%! So, understandably so, many private therapy practices spend a lot of time and energy on cancellation reduction. They text patients, call patients, email patients, send smoke signals or homing pigeons…well, maybe not those last two, but you get the point. Yet, despite all of this activity, they continue to experience high cancellation and no-show rates. Why? A lot of times, it’s because they’ve failed to recognize one key piece in the patient onboarding process.
Well, this week, I’m sharing an interview I did for Paul Wright from Health Business Profits for a program he was putting together about reducing cancellations at private physical therapy practices. I also created the free Cancellation Reduction Framework, which is also available for free to our listeners.
What we cover in this Episode:
- The book Better Outcomes: A Guide to Humanizing Healthcare
- Taking a bottom-up approach to patient onboarding in private therapy practices
- The problem with cancellations and the importance of cancellation reduction
- The importance of your front desk staff in a private healthcare practice
- Leveraging person-centered principles to improve patient engagement and experience
- How we implement these processes at my clinic ProActive Rehabilitation & Wellness
- Achieving Better Outcomes by focusing on human interactions
We’re starting to create videos of certain podcast episodes, including this episode on the Cancellation Reduction Framework, which can find on the YouTube Channel.
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Connect with Rafi
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If you enjoyed this episode: Join Rafael E. Salazar II, MHS, OTR/L (Rafi), principal of Rehab U Practice Solutions and host of The Better Outcomes Show as he explores the possibilities of a new healthcare. Guests range from clinicians trying new techniques and treatments to executives and entrepreneurs exploring new service delivery methods, business models, and organizational structures. You can sign-up to receive new episodes delivered directly to your inbox by filling out the form below. Learn more about Rehab U Practice Solutions by reading The Manifesto for a New Healthcare, or listen to Episode 000. Or, grab a copy of the book: Better Outcomes: A Guide to Humanizing Healthcare.
Are You Ready to Humanize Healthcare?
If you run a clinic or practice and are looking to develop a strategy that leverages best practices, new technology, and marketing/messaging in a way that returns the focus of healthcare to people, please reach out. We’d love to talk with you about how Rehab U Practice Solutions can help your clinic bring in more clients, retain them throughout their course of care, and create uniquely impactful experiences.
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Work With Me
If you’re ready to craft a strategy to help your organization bring in more clients, retain them throughout their course of care, and create uniquely impactful patient experiences, then reach out. I’d love to talk with you about how Rehab U Practice Solutions can help.
What I can help you do:
✅ Train your staff and clinicians to be able to confidently communicate the value your organization provides…
✅ Leverage best practices, new technology, telehealth, and marketing/messaging to maximize patient engagement & retention…
✅ Develop a system that keeps patients & clients happy, engaged, and satisfied throughout the entire process of care…
I help you not only craft marketing messages & campaigns that build that know, like, & trust value you need to convert leads into scheduled clients; but I also work with your clinicians and staff to make sure that, once a patient decides to schedule an appointment, you have a system setup that keeps them happy, engaged, and satisfied throughout the onboarding, treatment, and discharge process.
In short, I’ll help your whole organization become focused on the most important thing in healthcare: people – the people who work for your organization, and the people who your organization treats and serves.