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MONEYBALL – THE ART OF WINNING AN UNFAIR GAME
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MARIE OLESEN
CEO, La Jolla Cosmetic Surgery Centre• Began surveying patients in 1989
Founder, Real Patient Ratings• Endorsed by ASPS
Founder, Inform Solutions• Created Inform&Enhance®
software to manage cosmetic patient relationship
Speak, write and teach on patient satisfaction and practice success
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CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG
STATS: ALMOST ALWAYS BETTER THAN GUT INSTINCTS
COMPETITIVE ADVANTAGE: THINK DIFFERENTLY
CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG
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Our Stats….1.1M Responses from
20,240 surveys 12,862 Reviews Posted
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AT BAT: TURING A LEAD INTO A COMPLETED CASE
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13.2%*Average email to surgery capture rate*
*Etna Interactive
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18.5%LJCSC email to surgery capture rate*
*LJCSC 2011-2012
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27%*Form to surgery capture rate*
*Enrique Rangel, MyMedLeads
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IT’S ALL ABOUT MORE….. MORE LEADS. MORE CONSULTS. MORE CASES. MORE REFERRALS. MORE RETURN ON YOUR INVESTMENTS
ROI
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STATS – ALMOST ALWAYS BETTER THAN GUT
INSTINCT
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FIRST, GET THE ONLY OPINION THAT MATTERS
We’re mobile- friendly!
More than 20% will
complete our survey on
their smartphone.
Get critical feedback at the perfect moment following
consult and surgery.
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KNOW WHERE YOU STAND
Drill down for details with
regional & national benchmarking
among other board certified plastic
surgeons
“Anyone can send out a questionnaire. But without benchmarking against scores of other plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the numbers in front of you; they are talented at
interpreting them and finding solutions that will work for your practice.” --Steven Teitelbaum, MD; Santa Monica, CA
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MAKE CHANGES THAT GROW YOUR PRACTICE
How do your patients feel about your customer service?
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THE NUMBERS
Date Range: 9/19/2011 – 12/18/2012
2 Surveys
• Consult: 61 questions• Surgery: 56 questions
Two studies completed
• 2,721 Consult patients• 7,193 Post Surgery
Source of data• 165,981 consult questions answered• 402,808 survey questions answered
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Prospects who are highly satisfied with their consultation
are TWICE as likely to schedule surgery
SCHEDULE MORE CASES*
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Appt-Friendliness of Staff
Nurse-Respect
Appt-Knowledge of Staff
Nurse-Helpful Procedure Info
MD-Easy to Understand
MD-Showed Interest in Questions/Concerns
Consult Process Clear/Easy
MD-Thorough Medical History
Appt-Availability of Times
Nurse-Helpful Surgeon Info
MD-Medical Procedure Information
0 0.05 0.1 0.15 0.2 0.25 0.3 0.35 0.4
PRIMARY DRIVERS OF SCHEDULING
Factor Analyzed Logistic Regression; n=1,904; 82.0% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.
Top Driver
Relative Importance
Secondary Drivers
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SURGEON DRIVERS
System
1. MD Procedure Information 82%
4. MD Thorough Medical History 71%
6. MD - Showed Interest in Questions and Concerns
84%
7. MD – Easy to Understand 85%
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NURSE DRIVERS
System
2. Nurse – Helpful Surgeon Info 79%
8. Nurse – Helpful Procedure Information
81%
10. Nurse – Respect 87%
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STAFF & PROCESS
System
3. Availability of Appointment Times
71%
5, Consult Process Easy to Understand
78%
9. Appt – Knowledge of Staff 75%
11, Appt – Friendliness of Staff 83%
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ROI - 5% CHANGE IN OSATCURRENT GOAL
My Practice's Current Satisfaction:
Current Top Box OSAT Score 70% 75%
My Practice's Current Performance:
Current # of consults 600 600
Percentage highly likely to schedule 49% 53%
@ Average Fee $6,000 $6,000
Current Revenue $1,764,000 $1,890,000
ROI: $126,000
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INCREASE REFERRALSAND REPEAT BUSINESS
Patients who are highly satisfied with their
surgery experience are TWICE as likely to refer
you and return for additional services
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TOP 10 KEY SATISFACTION DRIVERS LIKELIHOOD TO RECOMMEND
Weighted Factor Logistic Regression; n=4,113; 70.5% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.
Post Op-Understanding Who to Con-tact For Information
Staff-Organized & Coordinated Care
Helpfulness of Info Provided
Helpfulness of Communication
Nurse Listening Carefully
Usefulness of Pre-Op Materials
MD-Showed Respect
Pre-Op Visit-Prepared Mentally
Post Op-Informed About Recovery
Post Op-Communication & Contact
.00 .05 .10 .15 .20 .25 .30
Top Drivers
Relative Importance
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POST OP DRIVERS
1. Post Op - Communication & Contact
2. Post Op – Being Informed About Recovery
PostOp – Understanding Who to Contact for Information
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HUMAN & TEAM DRIVERS
MD – Showed Respect
Nurse – Listening Carefully
Patient Coordinator – Helpfulness of Information Provided
Staff – Organized and Coordinated Care
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PRE-SURGERY DRIVERS
PreOp Visit – Prepared Mentally
Usefulness of PreOp Materials
Pre-Sx Helpfulness of Communication
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COMPETITIVE ADVANTAGE? THINK
DIFFERENTLY
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National Average – 1.5% or 1:67
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VOICE OF THE CUSTOMER
WOM
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WOM CONTENT
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+2-6x
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StateOverall Conversion
Rate as a % w/ReviewsIncrease in
conversions as X
TX 1.77 2.53 1.43WA 1.00 1.51 1.51GA 1.57 2.39 1.52CA 2.18 3.83 1.76CA 1.09 2.13 1.95MA 1.77 3.69 2.08FL 1.28 2.86 2.23WA 1.00 2.68 2.68TX 1.43 4.32 3.02NJ 2.01 6.52 3.24NY 1.02 3.33 3.26WA 2.10 7.91 3.77OR 1.66 8.23 4.96
VA 0.95 6.17 6.49Average 1.5 4.15 2.9
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IMPROVE ROI ON YOUR PRACTICE WEBSITE
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Leads
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Cases
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+50%
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TRY IT NOWDo more with the people and
marketing you invest in
More happy patients. More cases.
More web leads.
CLICK to get started
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Do more with the people and marketing you invest in
More happy patients. More cases.
More web leads.
HERE’S HOW…
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FIRST, GET THE ONLY OPINION THAT MATTERS
We’re mobile- friendly!
More than 20% will
complete our survey on
their smartphone.
Get critical feedback at the perfect moment following
consult and surgery.
Survey. Satisfy. Share.
KNOW WHERE YOU STAND
Drill down for details with
regional & national benchmarking
among other board certified plastic
surgeons
“Anyone can send out a questionnaire. But without benchmarking against scores of other plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the numbers in front of you; they are talented at
interpreting them and finding solutions that will work for your practice.” --Steven Teitelbaum, MD; Santa Monica, CA
Survey. Satisfy. Share.
MAKE CHANGES THAT GROW YOUR PRACTICE
How do your patients feel about your customer service?
Survey. Satisfy. Share.
Prospects who are highly satisfied with their consultation
are TWICE as likely to schedule surgery
SCHEDULE MORE CASES
Survey. Satisfy. Share.
INCREASE REFERRALSAND REPEAT BUSINESS
Patients who are highly satisfied with their
surgery experience are TWICE as likely to refer
you and return for additional services
Survey. Satisfy. Share.
Includes profile with unlimited
reviews and new patient
leads
Supports your SEO with followed links to
your website and social media pages
PROFILE IMPROVES SEARCH RESULTS
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ENHANCE YOUR ONLINE REPUTATION (FAST!)
96% of our members’ directory profiles
appear on the first page of Google search results*
*For searches that include the word “reviews”**and have the Comments Feed installed on their website
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GENERATE MORE LEADS FROM YOUR WEBSITE
When patients read reviews on your
website, they are TWO to EIGHT
times more likely to fill out the Contact
Us form! Your SEO team is
gonna love it!
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ENHANCE YOUR PRACTICE WEBSITE (FAST!)
100% of our members’ very
own websites appear on the first
page of Google search results**
*For searches that include the word “reviews”**and have the Comments Feed installed on their website
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IMPROVE ROI ON YOUR PRACTICE WEBSITE
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Plastic Surgery is the first medical
specialty to meet
consumer demand for
reviews
BOOST EXPOSURE ON PS.ORG
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Show reviews on
your TouchMD system
EXTEND THE EFFECTS
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LOVED BY PRACTICES,LARGE AND SMALL!
"I can’t thank you enough for how you’ve helped my practice grow. We're up
62% over last year in cosmetic cases...”
- Chris Hess, MD
"What I love the most about Real Patient Ratings is the patient feedback. It isn't my opinion, my doctor's opinion or an outside consultant's opinion, it is what our actual
patients say.
I can find easy and meaningful ways to make changes. Practice growth is a natural
outcome.”
-Vicki Koplow; Coordinator for Steven Teitelbaum, MD
“Real Patient Ratings delivered everything we could have wanted and more. They streamlined the process of sending consultations and surgery patients post-service
surveys and removed us entirely so that we didn't have to invest time
in obtaining this data.”
- Meghan WhaleyCoordinator for John Diaz, MD
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TRY IT NOWStrengthen, Grow and Protect your
practice. Find out what’s happening in your practice and generate up to 50 new reviews in the first 60-days.
Questions? Call 800-267-1228, ext. 4 for more
info.CLICK to get started