So what I want to talk about today is something that ties right into that I'm helping to stop these drop offs. The first thing that you need to do to help stop these drop offs is the three step process that we go through.
You have to identify
So in order to fix a problem, you have to know that the problems there to fix it, if you don't know what's there, you're going to assume everything's fine, you're going to figure out everything's not fine whenever the patient drops off. And even later than that, when you start looking at your statistics afterwards, you're like, Oh, I drop off rates really high, or our percentage of completed plan of care is low or whatever, whatever you're using to measure this particular problem.
So the way that you identify these people is you need to use a tool, you have to identify whenever these patients are dropping off, or about to drop off, you need to identify that there's a problem.
In order to identify it, you have to use something like that net promoter score, which we call internally in our software, the past four, or you can use our free app or Ada’s free NPS, it will also identify those people. So those people are going to give you a lower score, you're looking at like a six or below even a seven your kind of getting in a dangerous zone.
Once you do, we're going to use this, we're going to identify these people, and what that information has to be communicated to the physical therapist and the practice owner or the site manager or clinical director. And once that information is communicated, then you have to acknowledge it. So that person has to come in and say, hey, look, I saw that there's a problem, like we dive a little bit deeper in our Ada software.
So we actually start to pull out more data. So when we walked in, we have a lot more data. But when you just use something like that Net Promoter app, or you use generic Net Promoter piece of paper, to ask them that question. When you give it to them, you have to figure out what's wrong, like why. Okay, so why did we get this score, so you have to start probing a little bit and this is an uncomfortable conversation. That's why I really prefer it in the app. And on an NPS, or the Ada’s is NPS free app, we actually asked one more question to see if they're improving. Because if they're not improving, well, we know what the problem is, they're paying you to get better and they're not. So you've got to fix that. So when we give that to them, we get this information back.
You also need to find out if everything's okay with the front office, right? So Is everything okay? up there? Are you happy with everything that we're doing in here, you've got to really probe and you got to be gentle with this situation. Because that people, a lot of times, they don't want to hurt your feelings like they, they know you're trying to help them. So you kind of have to probe very lightly dig to figure out exactly what is going on. Once you figure out what is going on, Acknowledge the problem.
Acknowledge the problem
Talk about the elephant in the room, it's not always the most comfortable thing but you need to acknowledge and have a discussion about what specifically the problem is, like, what we did made you sore. And sometimes it's your expectation, you didn't set the right expectations, they went home from the first visit, they go a little bit sore, and they're like, this isn't working.
Well, you can set the expectation at the first visit, that this was a possible outcome from the first visit. So if you don't set that expectation, well, now you've really created a problem. You have to acknowledge the problem, you have to address the problem, then, after you've addressed the problem, the third thing comes in, you have to confirm that the problem has been fixed.
Confirm that the problem has been fixed
So this generally is a process is going to happen over a number of visits, you're going to keep coming back to the same thing, you're going to note it in the chart in as we ever remind me section. So it just keeps coming back up, back up, back up. So whatever that issue is, keeps popping back up.
But if not, you're going to note it in their chart, note on their flow sheet, note it somewhere, so that each time the person is coming to them saying, hey, how's everything going? Or how's everything going with the front office? Are they taking good care of you up there? is everything ok?
If you keep asking them, at the very least you're going to let them know that it's important to you. Right, which is going to go a long way to help you stopping your drop offs.
You really kind of want to focus in on those three things:
- Identify the problem. You need to use a tool. You need to use a net promoter tool and then I suggest you ask a couple more questions. I use them at the third visit, because while the research shows that they're likely to drop off at their fourth, so we use them at the third visit to try to identify these at a time.
Then you have to identify, then you have to dig deeper and identify, like I said, we use an app up front, because we find that the communication isn't as good face to face, because people aren't as honest as they are when they're sitting there with a tablet in the waiting room. And nobody's watching them. So they'll be a little more honest. And that's what actually Net Promoter research has shown.
- Acknowledge, you have to acknowledge the problem, that there's an issue, you have to say, I saw that our net promoter score wasn't that high? Or I saw that you gave us a six on this question.
We take this very seriously, it's really important to us, that you're happy with us. So, what's going on? What are we doing that we aren't meeting your expectations?
Identify the problem. Acknowledge it. And then, over time, you're constantly asking for the confirmation of the promises. How are we doing? How's everything going? Is there anything that we can improve on? How can we make this better for you?
Your nurture campaign, everybody uses nurture campaigns upfront. We do it in our friend marketing. We take a cold lead, we turn them into a warm lead, we nurture them, they take different amounts of time, we have different buckets that they go in. We take this person as warm, and we turn them into a hot lead so that we can get them in.
But it doesn't stop at the front desk, when they come into the clinic, you need to be doing the same thing. You have to nurture people into liking your clinic. It's not like you get them in and just your charming personality, and your system is just going to win everyone over. It's not how it works. That's why over 75% of the people drop off, they don't complete their plan of care, because we're not doing a very good job. So you really need to make sure that you're doing those three things, identify, acknowledge and ask confirmation of the resolution. So these three systems are just part of this overall huge picture.