During the COVID-19 shutdowns this spring, many practices struggled with finding the right way to communicate with patients. Overwhelmingly, practices that followed a plan and stayed connected to their database and/or used a service like Your Patient Contact Center (YPCC) to make calls to patients realized two great benefits.
First, those practices reassured patients that they were still there for them and would continue to serve their hearing healthcare needs moving forward. As business returned to normal, those practices kept patients informed about the additional safety procedures they put in place as well as any changes to their hours and services. A remarkably large percentage of practices were quick to implement curbside service and offer remote care options to patients who couldn’t come into the office.
Second, but equally important, it was their existing customers who felt most comfortable coming back into their clinics and purchasing new devices. Whether it was a result of pent up demand or increased family interaction placing a greater value on hearing healthcare in general, it was these patients and their purchases that led to the recovery of many practices.
Of course, this didn’t just happen overnight—it was the practices that put a concerted effort into patient recall that saw the quickest recovery to their business. These practices strengthened their patient relationships and stayed top-of-mind because they took the time to pick up the phone and call their patients. They checked to see if their patient’s existing devices were working optimally or upgraded them to newer technology.
In addition to being a smart business strategy, patient recall is and always has been founded in good healthcare. You need to remain in contact with patients—before, during, and after each sale—to maintain a loyal database. Now, more than ever, it’s vital to invest in patient recall. Not only is new customer acquisition expensive, but the industry is becoming more competitive every year. Leveraging your relationships with existing patients is simply the most cost-effective way to build brand loyalty, drive awareness, and increase patient referrals.
Finally, let’s consider another challenge practices face in maintaining patient relationships: rechargeability. For many years, practices have relied on free or low-cost batteries to keep their patients coming back. While certainly a great innovation, rechargeable hearing aids have significantly reduced the number of office visits patients need to make. That’s why practices need to put greater emphasis on outbound calls to engage their database. At CQ Partners, our most successful Associates make patient outreach a priority and are rewarded because of it.
When it comes down to it, you have two choices: hire an additional staff member to handle your outbound dialing or outsource it to a service like YPCC. The good news is that we can help you with either decision. We hear a lot of practice owners express initial concern about the cost of patient recall. What many don’t realize is that it’s actually an incredible bargain when you consider the end result: a more loyal patient database, increased sales, and most importantly, better patient care.