Neil H. Baum, MD, presented “One-Page Marketing Plan for a Urology Practice (Part 3 of 3)” for the Grand Rounds in Urology audience in May 2021.
How to cite: Baum, Neil H. “One-Page Marketing Plan for a Urology Practice (Part 3 of 3)” May 2021. Accessed Jan 2022. https://grandroundsinurology.com/one-page-marketing-plan-for-a-urology-practice-part-3-of-3/
One-Page Marketing Plan for a Urology Practice (Part 3 of 3) – Summary:
In the third part of his series on urology practice marketing strategies, Grand Rounds in Urology Contributing Editor Neil H. Baum, MD, Professor of Urology at Tulane Medical School, discusses the result of successful prospecting and conversion as well as how to cultivate “raving fans” of a practice. After converting leads to patients, it is critical to create an exceptional customer experience. To do so, Dr. Baum emphasizes reducing “pain points” in a practice, such as patients completing duplicate demographic forms and excessive waiting prior to an appointment. He suggests calculating the total time a patient spends in the office versus the time spent with the doctor. Dr. Baum advises leaving one to two time slots open every day to account for inevitable delays. Another helpful tool is to provide each patient with a card for writing down three questions they want to be answered and responding to a brief feedback survey. This simple system allows the doctor to finish consultations on time and ensures patients receive the information they need, with the added benefit of conveying their customer experience. Dr. Baum then describes how increasing customer value translates into a stellar patient experience and ultimately into ambassadors for the practice.
For more commentary on practice management and telemedicine from Dr. Baum, visit his Improving Your Urology Practice page.