Business Consulting for Circle of Life Chiropractic
Summary
Get New Patients to complete their patient profiles online
PROBLEM:
Circle of Life Chiropractic ("COLC") wanted to streamline New Patient visits by having new patients complete their patient profiles online, in the privacy of their own home, at their leisure, instead of rushing to complete forms during their first visit at the office. Additionally, online completion of the patient intake forms by the patient would minimize inadvertent transcription errors by office staff, and help the practice in its effort to become paper-free, and more easily HIPAA-compliant.
SOLUTION:
Office staff, when booking appointments, asked for email addresses in addition to phone numbers to confirm appointments. Then staff would send appointment confirmations by email and included instructions to complete the online patient profile before their appointment.
RESULT:
New Patient profile completion rate increased approximately 40%
Scheduling and communicating new patient consultation visits was inefficient and sometimes caused confusion
PROBLEM:
COLC has a website with a feature for patients to send online appointment requests to the office. However, the request was in the form of emails which forwarded to the doctor's email address. Sometimes appointment requests were received at very late hours (like 2 a.m.), and the doctor, wanting to be responsive would answer right away, but would sometimes forget to notify her staff the next morning, who kept track of appointments via a paper calendar. Sometimes appointment times were double-booked as a result.
Each morning when the doctor came into the office, she would ask if there were new patients scheduled for the day. The office staff would stop whatever they were doing and check the paper calendar to let her know. There was a lot of communication between office staff and the doctor, which is a great thing, however, Bizzistance recognized an opportunity to streamline both the booking process and the communication flow with the right digital solution.
SOLUTION:
Bizzistance implemented an online calendar solution that was easy to use for both office staff and new patients.
- Patients could self-book and self-cancel their own appointments online 24/7. So the office didn't even need to be open for the patients to schedule a convenient appointment time. This is a great customer service experience for the patients and saved office staff time as they didn't need to be on the phone to schedule or reschedule every new patient's appointment.
- Patients could still call the office and schedule their appointments, except now the office staff entered their appointment into an online calendar that was integrated with the self-booking calendar as well as the calendar on the doctor's phone.
- Instead of asking her staff if there were new patients that day, the doctor could simply check the calendar on her phone the night before and throughout the day.
RESULTS:
In this case, digital communications streamlined office communications and lowered the stress level in the office while increasing organization and productive time for both office staff and the doctor.
Office morale increased because everyone felt more in control of their work day.
New patients booking online needed to supply their email address as well as their phone number. This allowed the office staff to send along the New Patient profile link and instructions in an email as part of the appointment confirmation process,
- further increasing online patient profile completion rates,
- further lowering the rates of possible transcription errors,
- and saving staff time from having to enter the paper information into the patient's online profile.
Security and privacy issues caused by sharing one email address
PROBLEM:
Circle of Life Chiropractic had a branded website, but did not have branded email addresses for their staff. The office staff and doctor shared ONE email address. The email inbox contained the doctor's personal emails as well as business emails from the day the practice was founded in 1999! This was not a good or secure practice.
SOLUTION:
Bizzistance implemented custom, branded business email addressesfor the office staff as well as a few generic email addresses for email routing purposes. This allowed information requests and appointments from the web site to be routed to office staff as well as to the doctor, so that they no longer had to share one email box.
RESULTS:
By implementing custom email addresses, not only are the doctor's personal and business emails more secure, but office morale also increased. The branded email addresses made everyone feel more vested in the company, because now the company "felt real." The staff also felt more "professional" because they could now send and receive email with their personalized branded email address instead of via a shared, unbranded Gmail address.
About the Client
Circle of Life Chiropractic is an established chiropractic practice in Weymouth, MA
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