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 Jul 2024.

One-Page Marketing Plan for a Urology Practice (Part 3 of 3) – Summary:

Click here to view Part 1  or here for Part 2 of this lecture series.

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.


Neil H. Baum, MD, is a Clinical Professor of Urology at Tulane Medical School in New Orleans, Louisiana. He is also a retired urologic surgeon. Additionally, Dr. Baum serves as the Medical Advisor to Vanguard Communications Group. Dr. Baum is the author of Marketing Your Clinical Practice - Ethically, Effectively, and Economically, which is in its 4th edition, has sold over 175,000 copies, and has been translated into Spanish. He also wrote The Complete Business Guide to a Successful Medical Practice, which was published in 2015. Dr. Baum was the columnist for American Medical News for more than 25 years. Dr. Baum also wrote the popular column, “The Bottom Line,” for Urology Times for more than 20 years. He is a requested speaker each year to the Practice Management Seminar for the American Urological Association (AUA), where he discusses techniques for making urology practices more efficient and more productive. He has written more than 9 books on practice management and over 250 peer-reviewed articles on various urologic topics. Dr. Baum is also the medical advisor to Vanguard Communications Group.