Caught in the Act!
I love it when I am able to call someone out and celebrate them for winning behaviors and best practices, and today’s post is dedicated to Queenie Lau and Jazmyn Hernandez of Team San Gabriel for earning some well-deserved praise!
San Gabriel just had the lowest no-show rate we have seen in a Verification Days Event all year: 6%! That is amazing! A six percent no-show rate is a huge feat to accomplish, so how did San Gabriel do this, and what was the secret to their success? Here is how…
They educated every patient on every call that they are coming to a special event that is by invitation only. This event is so special, in fact, that we have a waiting list and will let another patient take your appointment if you can’t make it for any reason. Highlighting the added value that a patient receives during an event is a sure-fire way to motivate them to want to come and keep their appointment.
They made not one, but two confirmation calls for every appointment! They made one call 48 hours in advance, and another one 24 hours in advance. This additional reminder had an obvious impact on the no-show percentage, and it gave us another touchpoint with our patient which is always of value. Patients who received these calls have no doubt that we really do care about their hearing, and that we go the extra mile to make sure we are taking the best care of them that we can.
If you are not already implementing these two best practices, please begin implementing them immediately. These are small and easy changes that have a huge impact on event success, your success, and overall patient care. Let’s follow Team San Gabriel’s lead and show ourselves how we can drive those no-show percentages DOWN for the second half of 2018! Thank you all for doing what you do to make events successful, and thank you Queenie and Jazmyn for giving us reason to celebrate you!