ClientTell Blog

ClientTell has been certified as a Top 20% performer based on the Past Performance Evaluation survey responses of its customers. The survey was conducted by Dun & Bradstreet. Our PPE score of 96/100 demonstrates outstanding overall client satisfaction and shows the quality of our customer service. We are very proud of this achievement and look forward to continue servicing our clients with the same passion we are known for.View detailed report of the survey.

ClientTell will have an exhibit at the HIMSS conference held in Orlando on 24th-28th. Our booth is 3534, right next to Oracle. We will be giving away several prizes. Stop by to see us and find out about the new and exciting developments we have planned for this year. We look forward to seeing you there.

1. Community Acknowledgment: Simply put –the less your presence in the community the less your business with the community. There are many ways to make your name known in the community. Join your local chamber of commerce. Also, join a community service group (i.e. Lions, Elks, Rotary, etc.). People tend to do more business with people they are familiar with. Give more people a reason to know you; it will increase your business!

2. Expanding Online: Make pertinent information about your medical practice easily accessible for your patients by creating a website for it. More and more people rely on the internet for researching doctors and medical practices. A website would allow your patients to learn more about your medical practice and learn more about a variety of different services that your medical practice offers. Also, it will make it easier for them to share information about your medical practice with friends and family.

3. News Letters: If you do not already send out news letters for your medical practice then you should certainly consider doing so. News letters are great for several reasons. The most important advantage of mailing out newsletters to your patients is contact. They allow you to stay in constant contact with your patients and create a sense of caring for your patients that will in turn help gain their loyalty.

4. Paid Advertising: This is the unthinkable for many and even thought of as tacky for some medical practices. However, paid advertising should be considered for every practice. Paid advertising can be done in a very tasteful manner and can bring in additional revenue if done properly. It allows you to reach the majority of your target patient group. Statistics show that a television is on for at least seven hours in the average United States home. Seize the opportunity!

5. Articles: Identify the magazines, newsletters, and web sites that serve your target patient group. Then write articles and submit them for publication to these various news outlets. The people who read these will be more attentive and interested in what you have to say. This will help in spreading your practice name and what it has to offer. Also, make sure your patients and prospects know of your achievements and benchmarks by placing acknowledgments and congratulations in the local newspaper and definitely in your newsletter.

6. Physician Recognition: Would you prefer to go to a physician whom is not known for his great patient care or a physician who has been publicly recognized for his high quality of care and practice standards? Obviously you would go to the physician that is known for great patient care. Patients prefer to go to someone they think will take better care of them. So, show everyone that you will take great care of them! One way to obtain such recognition is through physician quality recognition programs like the National Committee for Quality Assurance (NCQA) and the Texas Council on Cardiovascular Disease and Stroke. This would be a great promotional item for your practice in all aspects of your marketing campaign.

7. Networking: It can be a hassle some times but it is a great way to obtain high references. Other physicians and nurses will not refer patients to a practice that they do not know well or a practice that keeps to itself. So, develop and maintain business relationships with physicians and nurses in hospitals and other clinics. Your practice should benefit greatly from it.

We have just launched our new online lab system. Your practice can now log on to our secure website from any computer and leave lab results for patients with a single click. There is absolutely no software or special phones to install. All you need is speakers and a microphone.

In addition, patients can login to www.checkyourlabresults.com and listen to their messages over the internet, instead of using a phone. Our initial tests showed that the system is more than 50% faster than using the phone. Several clients have already started using the website and everybody loves it. And the best thing about the system is: it’s absolutely FREE. We stand behind our promise to continually enhance our services for the benefit of our clients at no extra charge.

Give us a call at 877.244.9178 to receive information on how to get started.

Last few months at ClientTell have been very hectic. We are at the final stage of testing our new online lab reporting system and it looks great. Our clients will soon be able to send messages to their patients by just using our website and a simple microphone. This is the first “completely online” lab reporting system ever created. There is absolutely no software or special phones to install. We are very proud to be on the frontier of technology and we believe that this system will change the way lab results are reported. Stay tuned for official launch date.

I was having dinner with a friend of mine yesterday, and she expressed the following frustration. Her urologist did a lab test on her and asked her to come back to the clinic to get her test result. She is a very busy woman and being confident that the test result is normal, she called the clinic and asked if they could give her the test results over the phone. No, they wouldn’t do it. They require her to make another trip and pay for another appointment for two minutes just to get her test. Does making extra few dollars really worth the loss of loyalty of your patients? Is that really an efficient way to run a small practice? There is always an urologist down the street who will gladly leave your result on a secure voicemail for you to access at any time. Just because you’ve always done things the same way, doesn’t mean that they work right. Listen to your patients, give them satisfaction surveys, ask for their feedback, and stay on top of new technologies in practice management. Be the kind of business, people want to switch to.

Use your “Special Notice” feature as a promotional tool for your practice. The special notice is at no additional cost and acts as a mini-commercial for your practice! Educate your patients using the Special Notice feature by letting them know the importance of sunscreen during the hot, summer months, let them know flu shots are available during flu season, make them aware of the importance of self-breast examinations during Breast Awareness Month, if your practice does clinical trials, advertise for candidates. You decide what you would like them to hear and can change the message as often as you like!

You can record your “Special Notice” by accessing your submenu and pressing #4.

If you do not feel your practice is utilizing the Lab System to its fullest advantage, please call our office at 877.244.9178 and a representative would be happy to schedule a training for your staff.

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.

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!!”

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.