Block Scheduling: Questions to Ask Yourself Now to Prepare for the Future
- By: CQ Partners
A hearing clinic is no different. Your business needs a sturdy foundation to withstand the shifting sands of an ever-changing industry. And few things have changed both the industry and business, in general, more than the Coronavirus (COVID-19).
The foundation of a practice’s success is its schedule. It provides the template for growth and helps to drive revenue and profit. The CQ Block Schedule has been the bedrock of practices for over 25 years, and the need now is greater than ever. Although times have certainly changed, our Block Schedule process is both structured and flexible enough to remain a business-standard.
As part of a comprehensive comeback plan, Owners need to:
- Determine the “catch up” goals necessary to recover lost business and hit their revised 2020 financial targets.
- Calculate the number of revenue-generating appointments (or opportunities) required to recover the lost revenue and achieve the full year targets.
- Create the scheduling capacity to best serve customers and reach those goals.
The Block Schedule serves as the visual representation of the structure necessary to make your comeback plan work. Without it, practices risk making an uncertain financial situation even worse.
The Block Scheduling process is time-tested with proven results. The post-COVID-19 customer might have understandable concerns about being in close proximity to others in a waiting room. Practices must be sensitive to these concerns, and work with their CQ Account Manager to determine how to address them.
When it comes to scheduling, below are items you should consider…
As you revise the Block Schedule template…
- Do I need to think differently about the space in my waiting room? How should I schedule appointments to limit social contact?
- Do I need to create different types of appointments to meet the needs of different patients where some are comfortable in my waiting room and some are not? How many onsite appointments do I need? How many virtual ones?
- Do I eliminate walk-in hours to prevent multiple people from showing up at the same time and crowding my waiting room? Or do I leverage technology to conduct virtual walk-in hours and minimize customer overlap?
- Is Telehealth a necessity for my business and my patients right now?
- How long should each appointment be?
When implementing the Block Schedule…
- What does my patient prioritization process need to look like? Where do I place new patients, existing patients, Out of Warranty patients, and repairs? Does everyone on my staff know the importance of each opportunity type?
- Have I set expectations with my staff about having a sense of urgency to fill the opportunities on my schedule?
- Are we using a waiting list to pull appointments forward to fill opportunities and to better serve our patients?
- Should I think differently about having a companion for appointments? Should I require onsite Third Party companions, or should I also consider using video technology such as FaceTime, Zoom, or Google Hangouts?
- How do we minimize no-shows and cancellations? Is my current process for confirming appointments effective?
- Is my front office staff attending CQ Partners teletrainings to sharpen their skills on the Block Scheduling process?
- How can learning and following the Professional Sales Presentation (PSP) allow my providers to effectively use appointment time and maximize the schedule’s potential?
When monitoring the effectiveness of your revised scheduling procedures…
- Am I using the Daily Huddle to monitor staff behaviors and track scheduling outcomes?
At CQ Partners, we’re helping our Associates prepare their schedules to thrive in this new business environment. For many Owners, implementing a Block Schedule may have been uncomfortable or considered unnecessary in the past. But due to COVID-19, many “nice to do” processes are now “must do.”
The most successful practices will be the ones who commit now to making the changes needed for success in the future. Defining and implementing a Block Schedule will help you recover lost business and position your practice for long term success.
Contact your Account Manager to create your Block Schedule today!
About the Author
Vikki Edmond, Senior Marketing Account Executive.
Vikki earned her bachelor’s degree in Communication Studies from West Chester University and completed graduate coursework in Digital Communications and Advertising at the Newhouse School for Communications at Syracuse University. Her background is in healthcare marketing and public relations. When she’s not dreaming up marketing plans or coordinating calendars, Vikki enjoys spending time with her family and lounging in the sun.
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