An Update on Building Value
Hello all! Amber and I enjoyed seeing you on our Q1 Roadshow Visits; it's always exciting to connect with you and strategize together for the days ahead!
During our Roadshow visits, we received a lot of great feedback from you about the Encounter Form Review, and you gave us some excellent tips on how to implement it effectively! I've taken the feedback you gave us and listed some tips below that can help every clinic team implement this new process with ease. Remember, the Encounter Form Review is intended to help build the value of what we do every day and help patients see that their investment in better hearing was worth every penny.
Here are some of the tips we heard from clinics that have successfully implemented the Encounter Form Review so far:
The Encounter Form Review is going well with in-warranty patients. Once we've done it a few times, it's easier to do and patients have been receptive!
​We make sure to point out at the beginning of the Encounter Form Review that, since they are in-warranty, today's visit is at no charge, but that we want them to understand they made a great choice when they invested in better hearing with us and to see that they are truly receiving the value of that investment.
We've been able to get patients to say yes to the Sonus Assurance Plan (SAP) using the Encounter Form Review.
​Be on the lookout for a routine update on SAP from Amber, where she will report the amount of revenue generated by each clinic team from SAP!
As expected, the Encounter Form Review is more challenging with out-of-warranty patients. We present SAP as an option, and use the Encounter Form Review to show the true value of the services these patients have received for free/for a nominal fee in the past. Most patients follow our lead once they see the value, but some are resistant. In these cases, we send them home with the SAP information, let them know that their next visit will be at no charge, and get them scheduled for their follow-up appointment.
It has been easy to get patients on to SAP if they need to send a repair for a hearing aid under 5 years old, since the Service Plus plan just $46 more for a year's worth of service and batteries.
For some of you, the Encounter Form Review has been a bit challenging. A few of you expressed concern that patients will simply choose not to return to your clinic, and that you may lose opportunities to get them in to purchase new hearing aids in the future.
For those of you that are nervous, we hear you! We appreciate your honesty and want you to know that we get it and certainly don't want you to lose patients. What we do want is for your patients to understand how important and valuable you, your time, and your team truly are. We want your patients to return to you often and purchase hearing aids every few years from you because you've given them the invaluable gift of better hearing.
Your feedback was super valuable, and we will be creating a reference guide for you on the Encounter Form Review, paying special attention to the concerns you voiced! Until then, here are some tips to make the Encounter Form Review easier, and to put your mind at ease if you're nervous about losing patients:
MOST IMPORTANTLY: USE YOUR DISCRETION. Clinic Managers, you know your patients best and we trust your judgement. We know that you work hard to plant seeds for better hearing and to help patients see the benefit of investing in new technology and know that a large portion of your revenue comes from upgrading your current patients to new devices (the aftercare/database revenue pathway that we reviewed during your Roadshow Visits).
If you need to continue giving services for free or a small fee so that a patient will stay active and say yes to better hearing in the future, that's OK.
If you need to present a patient with a SAP because they can't afford new devices at this time, that's great!
Focus on keeping your patients active. Make sure every patient has a follow-up appointment and be clear about when and what you will start charging each patient. Again, this is up to your discretion, so you decide. Be sure to make notes in sycle or Capture so that you can refer back to them later.
Start completing the Encounter Form Review with your in-warranty patients. Use this as a tool to help your in-warranty patients see that they are getting a ton of value out of their Sonus Solution! Keep the conversation positive and encouraging, reminding your patient that the investment they made is paying off at every visit.
I hope this little note was helpful, and that you are encouraged to try the Encounter Form Review if you haven't already! As always, feel free to reach out to me if you have questions, additional comments, or want to practice the Encounter Form Review in a safe space :)