Case Study: Closing a $238,000 Gap by Addressing Patient Frustration and Appointment Drop-Off

Overview: A medical practice specializing in sleep medicine faced significant challenges in its patient conversion process. This case study focuses on the critical constraints identified in the "Conversion" vital and outlines strategies to overcome these obstacles, potentially unlocking over $238,000 in additional revenue.

Conversion Vital: Turning Interest into Appointments

Current Status: Unhealthy

Obstacles Identified:

1. High Rate of Missed Calls: A significant portion of calls from potential patients go unanswered, leading to missed opportunities for appointments.
2. Lengthy Days to Appointment: There is a considerable delay between the initial contact and the scheduled appointment, increasing the risk of patient dropout.

Metrics:

• Missed Calls: 41% (Normal range: <10%)
• Days to Appointment: 23 days (Normal range: <10 days)

Potential Impact: Addressing these obstacles can significantly increase the number of scheduled appointments, thereby enhancing revenue. Reducing missed calls to a healthy rate of 9% would result in a revenue opportunity of $238,837.14 over one year.

Conclusion

This case study reveals critical constraints in the Conversion vital of this medical practice. By addressing these issues through targeted strategies, the practice can significantly enhance patient conversion rates, improve scheduling efficiency, and achieve substantial revenue growth.

Treatment Plan:

1. Implement Call Management Solutions: Develop and deploy systems to ensure calls from potential patients are answered promptly, reducing the rate of missed calls.
2. Streamline Appointment Scheduling: Optimize the scheduling process to minimize delays and ensure quicker appointment dates, thereby reducing patient dropout rates.

By focusing on these key areas and working with Physician Growth Accelerator to implement the treatment, the practice can overcome its current constraints, ensuring better patient conversion, enhanced financial performance, and sustainable growth.

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