Insights on Healthcare Marketing

Medical Marketing Inc. President Andrea Eliscu shares ideas on how medical practices can build strong referral networks in this Business News Daily article out today:
http://www.businessnewsdaily.com/9008-build-medical-practice-referral-network.html.

On March 24, 2016, Central Florida’s News 13 presented Dueling Dragons of Orlando Founder Andrea Eliscu with the 2015 “Public Service Hero of the Year” award for her work uniting inner-city youth and police officers through the Dueling Dragons “cops and kids” dragon boat team. The program’s mission is to use the sport of dragon boating to form long-term mentoring relationships at a critical time in the lives of low-income, at times “invisible” youth, helping to break the cycle of poverty and crime in some of Orlando’s toughest neighborhoods.

In recent years, the week of Valentine’s Day has become known as Random Act of Kindness Week. I love the idea, but why limit it to a week? Why not do it sporadically throughout the year? And why not try it out at work? As healthcare professionals, we are increasingly evaluated based on the patient experience and the service we provide. Why not go the extra mile from time to time? It will probably brighten your day, too. 

Here are a few ideas:

You are a great doctor. You are highly trained in your specialty at some of the finest medical institutions in the country. You are compassionate and listen. You educate and involve your patients in their care plans. Your patients love you.

But do they love your office?

We all know efficiency is the name of the game these days so we make our forms available on our Web sites and instruct patients to come to their appointments 15 minutes early to ensure all the t’s are crossed and the i’s dotted. 

But, did you do your homework? 

Did you review the chart? Did you make sure all necessary test results and lab reports are in order to go over with the patient? 

Today, the Orlando Police Department presented Medical Marketing Inc. President Andrea Eliscu with its 2015 Good Citizen Award in recognition of her leadership and work evolving the Dueling Dragons of Orlando "Cops and Kids" dragon boat program. The program pairs inner-city kids with local police officers and works to develop relationships of meaning, mentoring and caring.

Today, the Orlando Police Department presented Medical Marketing Inc. President Andrea Eliscu with its 2015 Good Citizen Award in recognition of her leadership and work evolving the Dueling Dragons of Orlando "Cops and Kids" dragon boat program. The program pairs inner-city kids with local police officers and works to develop relationships of meaning, mentoring and caring.

I called a doctor's office the other day to make an appointment. Something was wrong with their phone system, and it looped me through to their billing department not once but twice. After the second time, the billing representative on the other end of the line apologized profusely and stepped in to solve the problem. She took down my name, number and reason for calling, and said she would personally walk over to the appointment desk and make sure someone called me right back. Sure enough, within 10 minutes my phone rang, and a scheduler from that office also apologized and set up my appointment.

Was I frustrated when I initially couldn’t get through?   Yes.

Was I even more frustrated when it looped to the billing dept. the second time?  Of course.

Many medical practices charge a fee for cancellations within 24 hours, ask patients to arrive early for their appointments (anywhere from 10-30 minutes) or have a policy and consequences for being late to an appointment. 

None of those seem that unreasonable unless:

1. You (the Dr. office) have to cancel an appointment at the last minute. This happened to a friend of mine this week after she had already taken time off from work and planned her day around the appointment. Worse yet, when she went to reschedule, they couldn’t schedule a new appointment until next month.

2. The patient arrives early or on time as requested and has to wait well beyond the appointment time (sometimes an hour or more). 

What happens then?

Office holiday gifts. They have become so commonplace. Are they even noticed?  Just how many specialty cookies, chocolates, popcorn tins or wine gift baskets does one office need?

Why not do something different?