Below are several examples of successful solutions that medical practices have used to maximize their patient message retrieval. The more you incorporate, the higher your retrieval rates.
Train Your Patients - Be sure your receptionists gives out the ClientTell Lab (800 #) to patients calling to request their results and instructs them to call the (800 #). Do not take a message or transfer the call to the nurse. Once patients learn how easy and convenient the (800 #) is to use and that calling the nurse is not a solution, the faster the training process will be.
Record The ClientTell Toll Free Number On Your Voice Mail - If the nurses’ phone and/or your main line have voice mail, include the following message; “If you are calling for your lab/test results, please hang up and dial (800 #).”
Have 3 Points Of Reference Explaining How Patients Should Retrieve Their Lab Results.
At check-in: a nurse or MA should be appointed to relay the ClientTell Lab information to each and every patient. This can be done while weight and temp are being recorded.
In the patient’s room: get your providers involved with telling the patients to access the ClientTell Lab (800 #) for their results (Patients tend to listen to the one who is treating them).
At check out: remind your patients before they leave the office - “Don’t forget to call the (800 #) to get your lab results”.
Determine At Which Point Of Reference The Patient Will Receive Their Access Card
On The Access Card Write In A “Range Of Dates” To Call - For example; 5-7 days, 10-14 days.
Create A Generic Library Message For Your Abnormals - This will prevent your staff from having to call patients several times in order to reach them. Most importantly, your patients will learn to use the (800 #) for all of their lab/test results, not just their normals.
Ask Your Doctors To Pre-record Library Messages, Greetings and Special Notices - Patients feel very comfortable hearing their doctor’s voice when calling the (800 #).
Create An Explanation Letter To Your Patients – This letter should explain how calling the (800 #) benefits them. Give the letter to each patient upon arriving at your office. Consider placing additional copies in the waiting area and exam rooms. Please do not hesitate to contact us if we can help in creating this letter for your practice.
March 29th, 2006
Below, is an example of the relationships that we have developed with our clients. Sandy Ariale with Trident Health System, a member of HCA Healthcare, was not only kind enough to give ClientTell a good reference, but she took the time to tell me about it. This is exactly what we strive for with all of our clients, to meet and exceed their expectations.
“Good morning!
I received a call for a reference on Client Tell’s service yesterday and I was happy to report to them that the support was OUTSTANDING and the overall service was BEYOND BELIEF!
Just thought I’d let you know……it is so refreshing to work with a company that has extremely high customer service standards and does whatever it takes to implement and maintain a service that works so well for our patients and those of us who have to get the service implemented and monitor it. Thank you!!”
March 15th, 2006
Recently, we have received several questions regarding Library Messages and their importance. Library Messages are the biggest time saver and the most efficient way to leave your lab results. Since, more than 80% of all labs are normal, there is no need to record each patient lab result individually. You have the capacity to store 199 library messages per 1-800 number, so you can have your doctor record all normal labs once at the beginning and then your staff just has to assign them to patients in a matter of seconds. In fact, using Library Messages you can leave 50 labs in less than 10 minutes. And the best thing is, patients will hear their doctor’s voice, appreciating the personal touch.
March 10th, 2006
One of our clients, Aqua Blue Pool Services, informed us that our automated collection calls have lowered their account receivables by the amazing 40%. Imagine the impact the service would have on your business. The best thing is, you don’t have to make these uncomfortable calls. We can record multiple scripts with different tones, depending on the delinquency and make several consequent calls. To give it a free try, give us a call at 1.877.244.9178.
March 7th, 2006
Do you know how much money is your practice losing from patients who don’t show up for their appointments? Consider this: Nationally, no-show rates average about 15%. If an average practice schedules 50 patients per day at a cost of $80 per visit and 15 % are no-shows, the practice loses approximately $600 per day in revenue. That’s $12,000 per month! Undoubtedly the best way to lower those no-shows is using appointment confirmations, which remind patients of their appointments and give them chance to cancel right over the phone, so you can schedule somebody else on their place.
March 3rd, 2006
