Return Rate (was scientific studies)
Posted: Sat Sep 10, 2005 3:27 am
Hi all,
RSN> Once I start a "real" practice I will have to think long and hard about
RSN> how to keep people with me as I continue clawing my way up the learning
RSN> curve, LOL!
RSN> Now someone is going to say that the long time-frame means they might
RSN> have just "gotten over" it, so it's sort of like placebo. My response
RSN> will be--No Way! (Details if needed, but not that interesting.)
RSN> But--if they're not coming back for a second appointment, that makes it
RSN> hard for you to know what's happened, doesn't it? Some people make a
RSN> single combined charge for the first and second appointments to make
RSN> *sure* they get at least that one follow-up. I like that idea!
RSN> Shannon
Not to boast but I must have a return rate of about 99%. I cannot
remember the last time when somebody did not return for a first
follow-up appointment. In case it is helpful for anyone else I will
list what I now do as in years past my return rate used to be
variable.
My return rate improved purely as a result of intiating changes in my
practice to provide better patient care - I was unhappy with how I was
managing some cases and problems that were arising.
The first consultation consists of case-taking, facial photographs,
and explanation/education of the process. I explain how to take the
remedy, when they are to contact me again by phone, and what I will be
doing with them on appointment 1, 2, 3, etc (Along with monitoring
remedy reactions I will focus on a different area at each appointment
- dietary improvements, exercise, lifestyle, spirituality, etc).
I will nearly always have the patient come back the following day to
pick up their remedy - I do a lot of the case and paperwork outside of
the face to face consultation time.
I mostly prescribe liquid remedies and patients are told to take a
test dose and phone me in three days to advise me of their response as
this will determine the frequency of doses they will take before the
next consult. I let them know that I keep between 8am - 9am every
morning free and stay by the phone to receive BRIEF incoming calls.
They are advised that phoning later is OK too but their call may go
through to my voice mail if I am in consultation - but that I will
always get back to them as soon as possible.
This phone practice would have to be one of the best things I have
introduced - patients hate not being able to contact you when they
need you but with this system they know they have at least one time
during the day when they can. It means that they can live with the
fact that they may not be able to speak to you immediately at other
times of the day. It has also given me better control over incoming
calls - I am not having to return as many (saves time and money) and
patients can accept the fact that as there may be other people trying
to phone in I can only provide short instructions and guidance over
the phone and not a mini-consult - this is something they have to
book in for. There is no charge for this brief contact. I also use
this time to sort out my office and prepare for the coming day's work.
At the three day phone call following the test dose, I give
instuctions on dilution, succussion, and frequency, according to what
sort of response they have had. I also book their first followup
appointment with them for 2 weeks time (something they had been told I
would do at the first appointment so they can have their diary handy).
I find 2 weeks gives enough time to see the direction the remedy is
taking them but not so much time that unreported aggravations, etc
cause major problems. The patient is again reminded that they can
still phone me in that 8-9am period if they want to check on anything.
Subsequent followup appointments are usually made at 3 weekly
intervals until the case is stable and then on an as needed basis. For
most of my patients this will usually occur around appointment 3 or 4.
Even with patients I am having trouble making progress with, they will
usually continue with me to at least the third or fourth appointment.
I find this sort of process plus the liquid dosing with its more
frequent repetitions keeps the treatment in the patient's mind and
develops commitment. Infrequent dry doses has the opposite effect. It
is easy to lose patients when they lose touch with the process and
with you.
I also run regular community workshops over several weeks on
homeopathy which I don't think I will ever stop because the sort of
patient who comes into the clinic from these workshops is a pleasure
to work with. Half of my work is already done because they are familar
with homeopathy its process. I used to think that the workshops were
the reason I have such a high return rate but find that even though my
"word of mouth" patients may be more confused or not fully on board
with homeopathy, they still return for their followups so it must be
the other things I am doing.
Has anybody else found some good practice/patient management
strategies? I would love to hear of them.
Best regards,
Fran mailto:FranSheffield@homeopathyplus.com.au
RSN> Once I start a "real" practice I will have to think long and hard about
RSN> how to keep people with me as I continue clawing my way up the learning
RSN> curve, LOL!
RSN> Now someone is going to say that the long time-frame means they might
RSN> have just "gotten over" it, so it's sort of like placebo. My response
RSN> will be--No Way! (Details if needed, but not that interesting.)
RSN> But--if they're not coming back for a second appointment, that makes it
RSN> hard for you to know what's happened, doesn't it? Some people make a
RSN> single combined charge for the first and second appointments to make
RSN> *sure* they get at least that one follow-up. I like that idea!
RSN> Shannon
Not to boast but I must have a return rate of about 99%. I cannot
remember the last time when somebody did not return for a first
follow-up appointment. In case it is helpful for anyone else I will
list what I now do as in years past my return rate used to be
variable.
My return rate improved purely as a result of intiating changes in my
practice to provide better patient care - I was unhappy with how I was
managing some cases and problems that were arising.
The first consultation consists of case-taking, facial photographs,
and explanation/education of the process. I explain how to take the
remedy, when they are to contact me again by phone, and what I will be
doing with them on appointment 1, 2, 3, etc (Along with monitoring
remedy reactions I will focus on a different area at each appointment
- dietary improvements, exercise, lifestyle, spirituality, etc).
I will nearly always have the patient come back the following day to
pick up their remedy - I do a lot of the case and paperwork outside of
the face to face consultation time.
I mostly prescribe liquid remedies and patients are told to take a
test dose and phone me in three days to advise me of their response as
this will determine the frequency of doses they will take before the
next consult. I let them know that I keep between 8am - 9am every
morning free and stay by the phone to receive BRIEF incoming calls.
They are advised that phoning later is OK too but their call may go
through to my voice mail if I am in consultation - but that I will
always get back to them as soon as possible.
This phone practice would have to be one of the best things I have
introduced - patients hate not being able to contact you when they
need you but with this system they know they have at least one time
during the day when they can. It means that they can live with the
fact that they may not be able to speak to you immediately at other
times of the day. It has also given me better control over incoming
calls - I am not having to return as many (saves time and money) and
patients can accept the fact that as there may be other people trying
to phone in I can only provide short instructions and guidance over
the phone and not a mini-consult - this is something they have to
book in for. There is no charge for this brief contact. I also use
this time to sort out my office and prepare for the coming day's work.
At the three day phone call following the test dose, I give
instuctions on dilution, succussion, and frequency, according to what
sort of response they have had. I also book their first followup
appointment with them for 2 weeks time (something they had been told I
would do at the first appointment so they can have their diary handy).
I find 2 weeks gives enough time to see the direction the remedy is
taking them but not so much time that unreported aggravations, etc
cause major problems. The patient is again reminded that they can
still phone me in that 8-9am period if they want to check on anything.
Subsequent followup appointments are usually made at 3 weekly
intervals until the case is stable and then on an as needed basis. For
most of my patients this will usually occur around appointment 3 or 4.
Even with patients I am having trouble making progress with, they will
usually continue with me to at least the third or fourth appointment.
I find this sort of process plus the liquid dosing with its more
frequent repetitions keeps the treatment in the patient's mind and
develops commitment. Infrequent dry doses has the opposite effect. It
is easy to lose patients when they lose touch with the process and
with you.
I also run regular community workshops over several weeks on
homeopathy which I don't think I will ever stop because the sort of
patient who comes into the clinic from these workshops is a pleasure
to work with. Half of my work is already done because they are familar
with homeopathy its process. I used to think that the workshops were
the reason I have such a high return rate but find that even though my
"word of mouth" patients may be more confused or not fully on board
with homeopathy, they still return for their followups so it must be
the other things I am doing.
Has anybody else found some good practice/patient management
strategies? I would love to hear of them.
Best regards,
Fran mailto:FranSheffield@homeopathyplus.com.au
