Physician Solutions November 2015

PHYSICIAN SOLUTIONS magazine

NOVEMBER 2015

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Ways to Enhance the Worth of Your Healthcare Practice pg. 20

THE VALUE OF PATIENT REVIEWS:

The Unseen Benefits of Negative Feedback pg. 28

the

g the Increasin Your Value of Practice issue

Improving the Value of Your Practice

pg. 24

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contents

INCREASING PATIENTTO-PATIENT REFERRALS FOR YOUR MEDICAL PRACTICE

features

20 5 WAYS TO ENHANCE THE WORTH OF YOUR HEALTHCARE PRACTICE 24 IMPROVING THE VALUE OF YOUR PRACTICE 28 THE VALUE OF PATIENT REVIEWS: The Unseen Benefits of Negative Feedback 5 WAYS TO ENHANCE THE WORTH OF YOUR HEALTHCARE PRACTICE

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practice tips 6

INCREASING PATIENT-TO-PATIENT REFERRALS FOR YOUR MEDICAL PRACTICE

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POSITIVE AND HELPFUL MEDICAL STAFF: The Other Side of Healthcare

10 MARKETING A NEW PROCEDURE AT YOUR PRACTICE

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Physician Solutions November 2015 Publisher Creative Director Contributors

Philip Driver Thomas Hibbard Naren Arulrajah Barbara Hales, M.D. Amanda Kanaan Nisha Salim Denise Price Thomas Vikas Vij

contributors Barbara Hales, M.D. is a skilled expert in promoting your health services. As seen on NBC, CBS,ABC and FOX network affiliates as well as Newsweek, Dr. Hales writes all the content you need to promote your medical services.

Her latest book is on the best seller list and she can do the same for you. Check out her site at www.TheWriteTreatment.com

Amanda Kanaan is the owner/founder of WhiteCoat Designs – an online marketing agency committed to growing doctors’ practices through costeffective and powerful online marketing solutions. Amanda regularly speaks at medical association meetings and conventions and is a published expert in the field of medical marketing. To learn more or for a free website evaluation, contact her at Amanda@whitecoat-designs.com or http://www.whitecoat-designs.com.

Nisha Salim Physician Solutions is a national monthly magazine committed to providing insights about the health care profession focusing on practical advice for physicians and practices.

We are currently accepting articles to be considered for publication.

For more information on writing for Physician Solutions, please email us at physiciansolutions@gmail.com.

P.O. Box 99488 Raleigh, NC 27624 medmedia9@gmail.com

is a freelance writer who specializes in writing factually accurate, research-backed healthcare articles.

General science, education, social media and content marketing are her other areas of interest. Take a look at her website, NishaSalim. com, to learn more about her.

Denise Price Thomas retired in 2009 as a surgical practice administrator where she was employed for 32 years. She is certified in healthcare management through Pfeiffer College. Speaking invitations have taken her from NC to SC, Georgia, Florida, Chicago, Alaska and more. Website: www. denisepricethomas.com

Online 24/7 at medmonthly.com

PHYSICIAN SOLUTIONS MAGAZINE | 5

practice tips

INCREASING PATIENT-TO-PATIENT

REFERRALS FOR YOUR MEDICAL PRACTICE

35 year old Jennifer is pleased with the care and attention that she receives from her dentist, so she routinely refers many of her friends to the clinic. Dr. Norton goes out of his way to understand how each of his new patients found his practice, and for every patient referral, he sends out a signed thank you note to the original referrer. Needless to say, Dr. Norton’s dental clinic has no dearth of patients.

Patient-to-patient referral is one of the most effective ways to build the reputation of your medical practice. If you ignore this golden opportunity, you may be turning your back on a low-investment, high-return strategy to grow your practice. With the intimate integration of social media into our day to day lives, patient referrals have now become more complex and have gained more importance. Word of mouth publicity today is as simple as a Facebook update by one of your patients, praising the care that they received at your office.

Your marketing plan should have special emphasis on maintaining and increasing your referrals. It needs to be cultivated actively, and must meld into the DNA of your practice. Only if you understand the reasons that encourage a patient to refer others to your clinic, can you play an active role in improving this aspect of your marketing plan.

What prompts patient-to-patient referrals?

A survey by ClickFox on Consumer Tipping Points reveal that 52% of disgruntled customers share their unsavory experience with their friends and family, 32% stop dealing with the company altogether, and 60% of consumers are 22|| NOVEMBER DECEMBER 2015 2013 6

influenced by detrimental comments aired on social media.

The fact is that when people have a negative experience, they tell up to 10 people (possibly more, considering social media), and happy customers may share details about their good experience only with 2 or 3 others. The secret behind keeping your referral rates up is to ensure that your patients are satisfied with your service, and to encourage them to talk positively about your practice to their friends and family.

Every single touch-point between the patient and the practice will influence his or her perception about the service. The initial phone call, how they were greeted, whether all their questions were answered, how easy it was to find your office, how long they had to wait for the appointment, the quality of reading material in the waiting room, the demeanor of staff, your bedside manner, and post-visit communications, all play a crucial role in how many points you score in the patient’s mind.

There is a good chance that the patient will refer others to your practice if they had a positive experience. A negative experience may not just lead to the loss of the patient, but also the possibility of all future referrals as well.

A 2012 survey by the C.S. Mott Children’s Hospital National Poll on Children’s Heath reveals that 50% of parents thought that word of mouth is very important when selecting a pediatrician. 25% thought that doctor rating websites are very important, out of which 30% selected a doctor based on good ratings. Younger people are more likely to look you up Yelp or similar services before they decide whether to visit you or not. Referrals

By Nisha Salim

from friends and online reviews, both play an important role in whether the patient decides to walk in your door or not.

Encouraging word-of-mouth referrals Perhaps one of the toughest things for a doctor and his staff to do is to ask a patient to refer others to the practice. But this can be done very naturally by delivering a short, personal message to the patient, and ending it with a request for referrals. Consider what Dr. Norton told Jennifer: “Jennifer, I am pleased to see that you are so thrilled with your smile makeover. I hope you will tell your friends and family about our practice so we may have a chance to help them get great smiles too.”

You may send your patients away with a promotional item like a desktop calendar to show your appreciation. To encourage online reviews, you may also specifically request them to post a review on Google Places, Yelp, or other directories where you are listed. Whenever a new patient comes in, find out who referred them. If it is one of your previous patients, make sure that you thank them.

Blogging to build referrals A blog is a powerful way to build referrals at a very low cost. It is your very own marketing channel, and gives you considerable power and flexibility to position yourself in the best possible light. You can share information about the latest advances in your specialty and answer questions posed by your readers. A blog is a great way to build

authority, and encourage people to visit you or refer your practice to others.

Social media – the new word of mouth You just cannot ignore social media, the new physician referral system. Before a patient walks in for an appointment, chances are that he has tweeted about it or updated his Facebook status. While he waits for the appointment, he has probably checked into FourSquare.

After leaving the clinic, he most likely updates his network about the experience he had. The ClickFox survey reveals that 8% of respondents were more likely to post comments on social media after a positive experience, while 16% are likely to do so after a negative experience. With the average number of 254 social media friends per person (Source: Pew Research Center), you can see how many potential patients a single person can influence.

Medical practices must establish their presence where their potential patients congregate. Set up a Facebook page to let your potential patients see how happy people are to interact with you. They are going to see how invested you are in educating them, and helping them understand things that are important to their health.

People are going to look for more and more convenient ways to select their healthcare service providers. Those who have a head-start in setting up a good online presence, including a website, blog and social media pages, will be the ones that will attract the maximum number of patients. 

PHYSICIAN SOLUTIONS MAGAZINE

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practice tips

Positive and Helpful Medical Staff:

The Other Side of Healthcare

By Denise Price Thomas

CANCER. That’s a very scary word. I imagine that every family has a loved one and a close friend who has been dealt this horrid diagnosis. My family certainly has. Once that dreaded word is spoken, then what? Working in healthcare for 38+ years, it’s still so very scary and foreign on the other side of healthcare.

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When my Daddy was diagnosed, we had to step out of our local area, knowing who to call and more importantly, who NOT to call and enter into a brand new arena for us. Brand new places, parking decks, buildings attached with crossovers, floors that look just alike....you get the picture. We were scared. Fortunately we discovered people along the way who would reach out to us and help along the way.

I was reminded of this recently when a very dear friend of mine, a mentor in my life and in my healthcare profession received her “plan of treatment” and I had the privilege of taking her to the Levine Cancer Institute in Charlotte, NC. I believe in “making a party” out of any occasion, so that’s just what we set out to do. Who knew we would discover many other healthcare professionals wanting to join our party?

Arriving for an early morning appointment, once again entering the parking decks, elevators, wondering which floor for lab work before treatment, people hurrying around to get to their appointments, very busy healthcare professionals rushing around.....and guess what we found? Extremely caring professionals all around us! There were smiles, lots of eye contact, people reaching out to us as we stared at signs and room numbers, they walked over to us! “Good morning, I’m happy to help you find your way, where are you going?” They didn’t even wait until we asked for help, they reached out to us. They saw we needed help.

Arriving at the next desk, we were greeted by more smiles and caring eyes, confirming that we were in the right place. On several occasions, we were even walked to our destination, enjoying a great conversation along the way.

As my friend was to have labs drawn for an upcoming procedure, another great thing happened. She had talked with someone (jotting down her name) and she gave that information over to her nurse as she explained. After listening carefully the first time and hearing exactly what the patient was explaining, her nurse said, “Let me see what I can find out, I’ll be right back.” She returned with great news! “You aren’t going to need to go to another floor, we are going to draw those labs right here” she said. What a relief this was for my very weak and tired friend.

What we discovered was an entire TEAM of healthcare professionals who truly care. The coffee shop team smiling as the coffee was served, chalking positive quotes on their walls and joking with their customers in a professional, but fun, way. We saw the

cleaning team in and out of areas, we spoke and they returned smiles and kind words. We witnessed nurses and other healthcare professionals, holding patients hands, delivering juices and crackers, they were a team, picking up where the other left off.

Eye contact is so important especially when you are sick or with a sick loved one. I’ve been in healthcare situations where employees would actually look in the opposite direction, afraid you were going to ask a question like, “How much longer will it be?” We did not find this to be the case at Levine Cancer Institute.

They actually ANSWERED our questions BEFORE we had a chance to ASK them. I am once again reminded that the “things” that mean the most actually cost the least. Those are the “things” that are remembered.

I believe that a positive experience is not only dependent upon the patient getting better but the experience of knowing you are being cared for and about.

To me CARE stands for Compassion And Respect for Everyone. We felt this CARE at Levine Cancer Institute in Charlotte, NC. 

“Training Wheels in Heels” Denise Price Thomas Trainer for Health Care Professionals Focusing on Exceptional Customer Service, Effective Communication & Exemplary Compassion 34+ year career in health care and certified in health care management Undercover Patient Providing Insight to Your Practice Through the “Eyes of a Patient” Conference Speaker Presenting also as “Gladys Friday”, Health Care Comedienne

Home Grown/Nationally Known www.denisepricethomas.com denisepricethomas@gmail.com 704-747-8699

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practice tips

Marketing a New Procedure At Your Practice

Your practice is offering a new office procedure. How do you get this message out to your current patients, prospective patients and your medical colleagues?

You need to let all your current patients know about your new medical procedure, but do not think this is enough.

You will need to have a comprehensive marketing plan in place prior to the start of your latest procedure, to inform your existing patients and attract new ones.

Marketing In-house to Your Existing Patients

Making sure your staff knows what you’re trying to accomplish in marketing your new procedure. They will become your advocates inside the office and out when they clearly know your goals. Team meetings should be held regularly and all staff members should attend. This is your chance to praise or remind staff of marketing the added procedure when speaking to patients. Use part of this time to review the new procedure and address any relevant topics that should be communicated to patients.

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Create a printed practice newsletter or brochure that covers all pertinent information about the new procedure and leave copies in your waiting room/practice in several locations including examination rooms. If you have patient email information, send your patients an e-newsletter announcing the new procedure.

Even when the procedure is elective and offers obvious benefits, many patients still tend to have a fear of the unknown. The medical world can be intimidating. It’s often difficult for patients to fully comprehend how significantly a procedure can change their lives for the better.

You or your staff, in the past, have spent extended periods of time repeating the same information over and over again, explaining new procedures to patients. It can be tedious and it’s not a very efficient way to run your practice.

And patients, during the short consult, are bombarded with information and can be literally overwhelmed.

Videos about a specific procedure watched in the office privately is one option for informing your patients.

Another option is mobile apps, especially animated

By Thomas Hibbard Creative Director, Physician Solutions

medical videos. These can be delivered right to a handheld digital device and are the latest technology used by a large number of your patients. This has the potential to transform your new marketing plan.

Giving patients the opportunity to watch and listen to a simulated medical procedure, at their leisure, can cut through the confusion by taking away the mystery of the unknown. In effect, it is an ideal “digital consult.” And if some part of the message is not understood, the video or app can be repeated as many times as needed – while continuing to deliver the same, consistent top-quality information.

External Marketing for New Patients

Next, make sure you have a marketing plan to reach prospective clients outside your practice. Some possible tools to use to effectively achieve this are: Revamp your Website – time for your website to promote the new procedure. Launch a professional, successful and engaging design and you’ll be on your

way to reaching new patients in no time at all.

Online Marketing – there are many online options now available including Facebook Ads, Google Adwords, Local Search Tools and Email Marketing.

Referral Programs – implement a patient referral program or field marketing program to focus on patient and practice referrals.

Patient Newsletters – enhance your patient communication with a professional newsletter. Leave copies in the office or email them to patients on a quarterly basis.

You should always be networking within your community. In its simplest form, it’s connecting with people to exchange ideas, information, and resources.

There are many places to network, from the local chamber of commerce, community groups, health care associations, or you can join a board or peer group. Not only will you continued on page 12

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gain great ideas to help you with your advertising your new procedure, but you can possibly connect with some new clients as well.

External Marketing Through Physician Referrals

Reach out to potential referring physicians in the community by yourself. In physician marketing, YOU are the brand, so don’t dilute it. Never send a representative or a liaison to do this job. Introduce yourself to possible referring physicians with a phone call and schedule a “Lunch and Learn” about your new procedure. 15 minutes of your time can guarantee a referral for life.

In physician marketing, the key point to understand is that you are the expert in the room, but you’re not the absolute power - you need to demonstrate that you value your referring physicians’ work before you can even demonstrate your capabilities.

After explaining your new procedure in detail, ask for 5 consultations to demonstrate the effectiveness of working together with referring physicians. You’re setting yourself up for success if you establish a team effort with them so that from the first moment of contact with a patient you can ensure the best standard of care possible.

Conclusion

While your website, your educational videos and apps, your staff and your referring physicians serve as important sources to marketing your new procedure, spend the time to educate your patients about why you are an expert in your field face-to-face. Answer their questions, provide additional resources, and ensure that a patient leaves your office with information to refer their friends, family, and co-workers. And your medical website will perform this function 24/7. Every new question deserves a new page of its own so that the answer can be easily found.  Resources:

http://www.ampupmypractice.com/educating-patients/ http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source= web&cd=1&ved=0CEsQFjAA&url=http%3A%2F%2Fwww. dayspaassociation.com%2Fdocs%2Fnews-items-library-articles% 2F2011%2F12%2F29%2F6%2520Tips%2520to%2520Adding%2 520Aesthetic%2520Medicine%2520Procedures%2520to%2520y our%2520Practice.pdf&ei=Dy63UeSHE4-w8QT35IDADw&usg= AFQjCNHQuHKoGqPNoAy96APt4pVPCs3adA&sig2=X9raAUu5 0qvgf8J-07xpNQ&bvm=bv.47534661,d.eWU http://www.healthcaremarketingcoe.com/medical-practicemarketing/physician_marketing.php http://medmarketers.wordpress.com/2011/01/04/5-must-dos-tosuccessfully-market-your-medical-practice-in-2011/

Internal Medicine Practice Wilmington, North Carolina Newly listed Internal Medicine practice in the beautiful city of Wilmington, NC. With Gross revenues over $400,000, 18 to 22 patients per day, this practice is ready for the physician that enjoys beach life. The medical office is located in a brick wrapped condo and is highly visible. This well appointed practice has a solid patient base and is offered for $85,000.

Medical Practice Listings l 919-848-4202 l medlisting@gmail.com l medicalpracticelistings.com

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What’s your practice worth?

When most doctors are asked what their practice is worth, the answer is usually, “I don’t know.”

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U.S. OPTICAL BOARDS Alaska P.O. Box 110806 Juneau, AK 99811 (907)465-5470 http://www.commerce.state.ak.us/dnn/ cbpl/ProfessionalLicensing/DispensingOpticians.aspx Arizona 1400 W. Washington, Rm. 230 Phoenix, AZ 85007 (602)542-3095 http://www.do.az.gov Arkansas P.O. Box 627 Helena, AR 72342 (870)572-2847 California 2005 Evergreen St., Ste. 1200 Sacramento, CA 95815 (916)263-2382 http://www.optometry.ca.gov/ Colorado 1560 Broadway St. #1310 Denver, CO 80202 (303)894-7750 http://www.dora.state.co.us/optometry/ Connecticut 410 Capitol Ave., MS #12APP P.O. Box 340308 Hartford, CT 06134 (860)509-7603 ext. 4 http://www.ct.gov/dph/cwp/view. asp?a=3121&q=427586 Florida 4052 Bald Cypress Way, Bin C08 Tallahassee, FL 32399 (850)245-4474 http://www.pof.org/opticianry-board/ Georgia 237 Coliseum Dr. Macon, GA 31217 (478)207-1671 http://sos.ga.gov/index.php/licensing/ plb/20 Hawaii P.O. Box 3469 Honolulu, HI 96801 (808)586-2704 http://hawaii.gov/dcca/pvl/programs/ dispensingoptician/

Idaho 450 W. State St., 10th Floor Boise , ID 83720 (208)334-5500 http://www.ironforidaho.net/

Oregon 3218 Pringle Rd. SE Ste. 270 Salem, OR 97302 (503)373-7721 http://www.oregonobo.org/optque.htm

Kentucky P.O. Box 1360 Frankfurt, KY 40602 (502)564-3296 http://www.opticiantraining.org/optician-training-kentucky/

Rhode Island 3 Capitol Hill, Rm 104 Providence, RI 02908 (401)222-7883 http://sos.ri.gov/govdirectory/index.php? page=DetailDeptAgency&eid=260

Massachusetts 239 Causeway St. Boston, MA 02114 (617)727-5339 http://1.usa.gov/zbJVt7

South Carolina P.O. Box 11329 Columbia, SC 29211 (803)896-4665 www.llr.state.sc.us

Nevada P.O. Box 70503 Reno, NV 89570 (775)853-1421 http://nvbdo.state.nv.us/

Tennessee Heritage Place Metro Center 227 French Landing, Ste. 300 Nashville, TN 37243 (615)253-6061 http://tn.gov/health

New Hampshire 129 Pleasant St. Concord, NH 03301 (603)271-5590 www.state.nh.us New Jersey P.O. Box 45011 Newark, NJ 07101 (973)504-6435 http://www.njsop.org/aws/NJSOP/pt/sp/ home_page New York 89 Washington Ave., 2nd Floor W. Albany, NY 12234 (518)402-5944 http://www.op.nysed.gov/prof/od/ North Carolina P.O. Box 25336 Raleigh, NC 27611 (919)733-9321 http://www.ncoptometry.org/ Ohio 77 S. High St. Columbus, OH 43266 (614)466-9707 http://optical.ohio.gov/

Texas P.O. Box 149347 Austin, TX 78714 (512)834-6661 http://www.tob.state.tx.us/ Vermont National Life Bldg N FL. 2 Montpelier, VT 05620 (802)828-2191 http://vtprofessionals.org/opr1/ opticians/ Virginia 3600 W. Broad St. Richmond, VA 23230 (804)367-8500 http://www.dpor.virginia.gov/Boards/ HAS-Opticians/ Washington 300 SE Quince P.O. Box 47870 Olympia, WA 98504 (360)236-4947 http://www.doh.wa.gov/LicensesPermitsandCertificates/MedicalCommission. aspx

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U.S. DENTAL BOARDS Alabama Alabama Board of Dental Examiners 5346 Stadium Trace Pkwy., Ste. 112 Hoover, AL 35244 (205) 985-7267 http://www.dentalboard.org/ Alaska P.O. Box 110806 Juneau, AK 99811-0806 (907)465-2542 https://www.commerce.alaska.gov/web/ cbpl/ProfessionalLicensing/BoardofDentalExaminers.aspx Arizona 4205 N. 7th Ave. Suite 300 Phoenix, AZ 85103 (602)242-1492 http://azdentalboard.us/

Hawaii DCCA-PVL Att: Dental P.O. Box 3469 Honolulu, HI 96801 (808)586-3000 http://cca.hawaii.gov/pvl/boards/dentist/ Idaho P.O. Box 83720 Boise, ID 83720 (208)334-2369 http://isbd.idaho.gov/

Arkansas 101 E. Capitol Ave., Suite 111 Little Rock, AR 72201 (501)682-2085 http://www.asbde.org/

Illinois 320 W. Washington St. Springfield, IL 62786 (217)785-0820 http://bit.ly/svi6Od

California 2005 Evergreen Street, Suite 1550Â Sacramento, CA 95815 877-729-7789 http://www.dbc.ca.gov/

Indiana 402 W. Washington St., Room W072 Indianapolis, IN 46204 (317)232-2980 http://www.in.gov/pla/dental.htm

Colorado 1560 Broadway, Suite 1350 Denver, CO 80202 (303)894-7800 http://www.dora.state.co.us/dental/

Iowa 400 SW 8th St. Suite D Des Moines, IA 50309 (515)281-5157 http://www.state.ia.us/dentalboard/

Connecticut 410 Capitol Ave. Hartford, CT 06134 (860)509-8000 http://www.ct.gov/dph/cwp/view. asp?a=3143&q=388884

Kansas 900 SW Jackson Room 564-S Topeka, KS 66612 (785)296-6400 http://www.dental.ks.gov/

Delaware Cannon Building, Suite 203 861 Solver Lake Blvd.

Dover, DE 19904 (302)744-4500 http://1.usa.gov/t0mbWZ

Kentucky 312 Whittington Parkway, Suite 101 Louisville, KY 40222 (502)429-7280 http://dentistry.ky.gov/

Florida 4052 Bald Cypress Way Bin C-08 Tallahassee, FL 32399 (850)245-4474 http://floridasdentistry.gov/ 16

Georgia 237 Coliseum Drive Macon, GA 31217 (478)207-2440 https://gbd.georgia.gov/

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Louisiana 365 Canal St., Suite 2680 New Orleans, LA 70130 (504)568-8574 http://www.lsbd.org/

Maine 143 State House Station 161 Capitol St. Augusta, ME 04333 (207)287-3333 http://www.mainedental.org/ Maryland 55 Wade Ave. Catonsville, Maryland 21228 (410)402-8500 http://dhmh.state.md.us/dental/ Massachusetts 1000 Washington St., Suite 710 Boston, MA 02118 (617)727-1944 http://www.mass.gov/eohhs/gov/departments/dph/programs/hcq/dhpl/ dentist/about/ Michigan P.O. Box 30664 Lansing, MI 48909 (517)241-2650 http://www.michigan.gov/lara/0,4601,7154-72600_72603_27529_27533---,00. html Minnesota 2829 University Ave., SE. Suite 450 Minneapolis, MN 55414 (612)617-2250 http://www.dentalboard.state.mn.us/ Mississippi 600 E. Amite St., Suite 100 Jackson, MS 39201 (601)944-9622 http://bit.ly/uuXKxl Missouri 3605 Missouri Blvd.

P.O. Box 1367 Jefferson City, MO 65102 (573)751-0040 http://pr.mo.gov/dental.asp Montana P.O. Box 200113 Helena, MT 59620 (406)444-2511 http://bsd.dli.mt.gov/license/bsd_ boards/den_board/board_page.asp

Nebraska 301 Centennial Mall South Lincoln, NE 68509 (402)471-3121 http://dhhs.ne.gov/publichealth/Pages/ crl_medical_dent_hygiene_board.aspx

Ohio Riffe Center 77 S. High St.,17th Floor Columbus, OH 43215 (614)466-2580 http://www.dental.ohio.gov/

Nevada 6010 S. Rainbow Blvd. Suite A-1 Las Vegas, NV 89118 (702)486-7044 http://www.nvdentalboard.nv.gov/

Oklahoma 201 N.E. 38th Terr., #2 Oklahoma City, OK 73105 (405)524-9037 http://www.ok.gov/dentistry/

New Hampshire 2 Industrial Park Dr. Concord, NH 03301 (603)271-4561 http://www.nh.gov/dental/

Oregon 1600 SW 4th Ave. Suite 770 Portland, OR 97201 (971)673-3200 http://www.oregon.gov/Dentistry/

New Jersey P.O Box 45005 Newark, NJ 07101 (973)504-6405 http://njpublicsafety.com/ca/dentistry/

Pennsylvania P.O. Box 2649 Harrisburg, PA 17105 (717)783-7162 http://www.dos.pa.gov/ProfessionalLicensing/BoardsCommissions/Dentistry/ Pages/default.aspx#.VbkfjPlPVYU

New Mexico Toney Anaya Building 2550 Cerrillos Rd. Santa Fe, NM 87505 (505)476-4680 http://www.rld.state.nm.us/boards/Dental_Health_Care.aspx New York 89 Washington Ave. Albany, NY 12234 (518)474-3817 http://www.op.nysed.gov/prof/dent/ North Carolina 507 Airport Blvd., Suite 105 Morrisville, NC 27560 (919)678-8223 http://www.ncdentalboard.org/ North Dakota P.O. Box 7246 Bismark, ND 58507 (701)258-8600 http://www.nddentalboard.org/

Rhode Island Dept. of Health Three Capitol Hill, Room 104 Providence, RI 02908 (401)222-2828 http://1.usa.gov/u66MaB South Carolina P.O. Box 11329 Columbia, SC 29211 (803)896-4599 http://www.llr.state.sc.us/POL/Dentistry/ South Dakota P.O. Box 1079 105. S. Euclid Ave. Suite C Pierre, SC 57501 (605)224-1282 https://www.sdboardofdentistry.com/ Tennessee 227 French Landing, Suite 300 Nashville, TN 37243 (615)532-3202 http://tn.gov/health

Texas 333 Guadeloupe St. Suite 3-800 Austin, TX 78701 (512)463-6400 http://www.tsbde.state.tx.us/ Utah 160 E. 300 South Salt Lake City, UT 84111 (801)530-6628 http://1.usa.gov/xMVXWm Vermont National Life Building North FL2 Montpelier, VT 05620 (802)828-1505 http://governor.vermont.gov/boards_ and_commissions/dental_examiners Virginia Perimeter Center 9960 Maryland Dr., Suite 300 Henrico, VA 23233 (804)367-4538 http://www.dhp.virginia.gov/dentistry Washington 310 Israel Rd. SE P.O. Box 47865 Olympia, WA 98504 (360)236-4700 http://www.doh.wa.gov/LicensesPermitsandCertificates/ProfessionsNewReneworUpdate/Dentist.aspx West Virginia 1319 Robert C. Byrd Dr. P.O. Box 1447 Crab Orchard, WV 25827 1-877-914-8266 http://www.wvdentalboard.org/ Wisconsin P.O. Box 8935 Madison, WI 53708 1(877)617-1565 http://dsps.wi.gov/Default. aspx?Page=90c5523f-bab0-4a45-ab943d9f699d4eb5 Wyoming 1800 Carey Ave., 4th Floor Cheyenne, WY 82002 (307)777-6529 http://plboards.state.wy.us/dental/index.asp

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U.S. MEDICAL BOARDS Alabama P.O. Box 946 Montgomery, AL 36101 (334)242-4116 http://www.albme.org/ Alaska 550 West 7th Ave., Suite 1500 Anchorage, AK 99501 (907)269-8163 http://www.medlicense.com/alaskamedical-license.html Arizona 9545 E. Doubletree Ranch Rd. Scottsdale, AZ 85258 (480)551-2700 http://www.azmd.gov Arkansas 1401 West Capitol Ave., Suite 340 Little Rock, AR 72201 (501)296-1802 http://www.armedicalboard.org/ California 2005 Evergreen St., Suite 1200 Sacramento, CA 95815 (916)263-2382 http://www.mbc.ca.gov/ Colorado 1560 Broadway, Suite 1350 Denver, CO 80202 (303)894-7690 http://www.dora.state.co.us/medical/ Connecticut 401 Capitol Ave. Hartford, CT 06134 (860)509-8000 http://www.ct.gov/dph/cwp/view. asp?a=3143&q=388902 Delaware Division of Professional Regulation Cannon Building 861 Silver Lake Blvd., Suite 203 Dover, DE 19904 (302)744-4500 http://dpr.delaware.gov/ District of Columbia 899 North Capitol St., NE Washington, DC 20002 (202)442-5955 http://doh.dc.gov/bomed 18 | NOVEMBER 2015

Florida 2585 Merchants Row Blvd.

Tallahassee, FL 32399 (850)245-4444 http://www.stateofflorida.com/Portal/ DesktopDefault.aspx?tabid=115

Louisiana LSBME P.O. Box 30250 New Orleans, LA 70190 (504)568-6820 http://www.lsbme.la.gov/

Georgia 2 Peachtree Street NW, 36th Floor Atlanta, GA 30303 (404)656-3913 http://bit.ly/vPJQyG

Maine 161 Capitol Street 137 State House Station Augusta, ME 04333 (207)287-3601 http://bit.ly/hnrzp

Hawaii DCCA-PVL P.O. Box 3469 Honolulu, HI 96801 (808)587-3295 http://hawaii.gov/dcca/pvl/boards/medical/

Maryland 4201 Patterson Ave. Baltimore, MD 21215 (410)764-4777 http://www.mbp.state.md.us/

Idaho Idaho Board of Medicine P.O. Box 83720 Boise, Idaho 83720 (208)327-7000 http://bit.ly/orPmFU

Massachusetts 200 Harvard Mill Sq., Suite 330 Wakefield, MA 01880 (781)876-8200 http://www.mass.gov/eohhs/gov/departments/borim/

Illinois 320 West Washington St. Springfield, IL 62786 (217)785 -0820 http://www.idfpr.com/profs/info/Physicians.asp

Michigan Bureau of Health Professions P.O. Box 30670 Lansing, MI 48909 (517)335-0918 http://michigan.gov/lara/0,4601,7-15472600_72603_27529_27541-58914--,00. html

Indiana 402 W. Washington St. #W072 Indianapolis, IN 46204 (317)233-0800 http://www.in.gov/pla/ Iowa 400 SW 8th St., Suite C Des Moines, IA 50309 (515)281-6641 http://medicalboard.iowa.gov/ Kansas 800 SW Jackson, Lower Level, Suite A Topeka, KS 66612 (785)296-7413 http://www.ksbha.org/ Kentucky 310 Whittington Pkwy., Suite 1B Louisville, KY 40222 (502)429-7150 http://kbml.ky.gov/Pages/default.aspx

Minnesota University Park Plaza 2829 University Ave. SE, Suite 500 Minneapolis, MN 55414 (612)617-2130 http://bit.ly/pAFXGq Mississippi 1867 Crane Ridge Drive, Suite 200-B Jackson, MS 39216 (601)987-3079 http://www.msbml.state.ms.us/ Missouri Missouri Division of Professional Registration 3605 Missouri Blvd.

P.O. Box 1335 Jefferson City, MO 65102 (573)751-0293 http://pr.mo.gov/healingarts.asp

Montana 301 S. Park Ave. #430 Helena, MT 59601 (406)841-2300 http://bsd.dli.mt.gov/license/bsd_ boards/med_board/board_page.asp Nebraska Nebraska Department of Health and Human Services P.O. Box 95026 Lincoln, NE 68509 (402)471-3121 http://www.mdpreferredservices.com/ state-licensing-boards/nebraska-boardof-medicine-and-surgery Nevada Board of Medical Examiners P.O. Box 7238 Reno, NV 89510 (775)688-2559 http://www.medboard.nv.gov/ New Hampshire New Hampshire State Board of Medicine 2 Industrial Park Dr. #8 Concord, NH 03301 (603)271-1203 http://www.nh.gov/medicine/ New Jersey P. O. Box 360 Trenton, NJ 08625 (609)292-7837 http://www.medlicense.com/new-jerseymedical-license.html New Mexico 2055 S. Pacheco St. Building 400 Santa Fe, NM 87505 (505)476-7220 http://www.nmmb.state.nm.us/ New York Office of the Professions State Education Building, 2nd Floor Albany, NY 12234 (518)474-3817 http://www.op.nysed.gov/ North Carolina P.O. Box 20007 Raleigh, NC 27619 (919)326-1100 http://www.ncmedboard.org/

North Dakota 418 E. Broadway Ave., Suite 12 Bismarck, ND 58501 (701)328-6500 http://www.ndbomex.com/

Texas P.O. Box 2018 Austin, TX 78768 (512)305-7010 http://www.tmb.state.tx.us/

Ohio 30 E. Broad St., 3rd Floor Columbus, OH 43215 (614)466-3934 http://med.ohio.gov/

Utah P.O. Box 146741 Salt Lake City, UT 84114 (801)530-6628 http://www.dopl.utah.gov/licensing/physician_surgeon.html

Oklahoma P.O. Box 18256 Oklahoma City, OK 73154 (405)962-1400 http://www.okmedicalboard.org/ Oregon 1500 SW 1st Ave., Suite 620 Portland, OR 97201 (971)673-2700 http://www.oregon.gov/OMB/ Pennsylvania P.O. Box 2649 Harrisburg, PA 17105 (717)787-8503 http://www.dos.pa.gov/ProfessionalLicensing/BoardsCommissions/Medicine/ Pages/default.aspx#.Vbkgf_lPVYU Rhode Island 3 Capitol Hill Providence, RI 02908 (401)222-5960 http://1.usa.gov/xgocXV South Carolina P.O. Box 11289 Columbia, SC 29211 (803)896-4500 http://www.llr.state.sc.us/pol/medical/ South Dakota 101 N. Main Ave. Suite 301 Sioux Falls, SD 57104 (605)367-7781 http://www.sdbmoe.gov/ Tennessee 425 5th Ave. North Cordell Hull Bldg. 3rd Floor Nashville, TN 37243 (615)741-3111 http://tn.gov/health

Vermont P.O. Box 70 Burlington, VT 05402 (802)657-4220 http://1.usa.gov/wMdnxh Virginia Virginia Dept. of Health Professions Perimeter Center 9960 Maryland Dr., Suite 300 Henrico, VA 23233 (804)367-4400 http://1.usa.gov/xjfJXK Washington Public Health Systems Development Washington State Department of Health 101 Israel Rd. SE, MS 47890 Tumwater, WA 98501 (360)236-4085 http://www.medlicense.com/washingtonmedicallicense.html West Virginia 101 Dee Dr., Suite 103 Charleston, WV 25311 (304)558-2921 http://www.wvbom.wv.gov/ Wisconsin P.O. Box 8935 Madison, WI 53708 (877)617-1565 http://dsps.wi.gov/Boards-Councils/ Board-Pages/Medical-Examining-BoardMain-Page/ Wyoming 320 W. 25th St., Suite 200 Cheyenne, WY 82002 (307)778-7053 http://wyomedboard.state.wy.us/

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features

5

Ways to Enhance the Worth of Your Healthcare Practice

By Naren Arulrajah with Vikas Vij Ekwa Marketing The need to stay competitively relative in a highly dynamic market requires physicians to constantly evaluate the value of their practice.

However, caring for patients and dealing with the day-to-day aspects of managing a healthcare practice even on good days comes with a multitude of challenges. Without a strategic plan in place, you will find growing and sustaining your healthcare practice value extremely difficult.

Overall Practice Value The financial aspects of practice value matter the most either when buying or selling a practice. However, true practice value includes the quality of care a practice provides to its patients 20

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first and foremost. In addition to this, the value of a practice is determined by the kind of business presence the practice maintains to attract potential patients, as well as avenues for improving revenue and for enhancing practice value with new systems, technology, and healthcare equipment.

It is absolutely important that you have a basic understanding of what drives your practice value and appreciate those factors as critical drivers for maintaining and or expanding your healthcare practice.

The best way to do this is by constantly identifying areas where improvement is needed and then implementing corrective measures.

However, keep in mind that it takes time to implement changes.

And as much as it is necessary

to design changes in a way that they can effectively optimize your practice value, it is important that you realize that it is not enough to just to initiate change in the short run. You need to look at the sustainability of those corrective measures in the long run while also analyzing their impact on your overall practice value.

5 Ways to Improve Practice Value Managing the business side of a healthcare practice is a challenge that most doctors face. In addition to overlooking the day-to-day running of the practice, you also need to look at other business practices and decisions that can have a direct impact on your

practice bottom line. Here are five ways in which you can improve your practice value.

1. Focus on Smart Marketing – Keep it Real, Keep it Fresh Marketing is crucial to maintaining new patient flow and for ensuring the advancement of your healthcare practice.

However, the days of yellow pages advertisements are long gone.

Today’s patients are digital, brand marketing weary, well-informed about their choices, and entitled.

Understand your Patients Open and real-time conversations can help patients connect with a brand. The biggest dividend for you here is that these kinds of interactions present you with the opportunity to understand your patients' unique needs. Faceto-face patient interactions can prove to be hugely effective in getting to know your patients, understanding their needs, getting your products/services into their hands and for receiving honest feedback on how you can further improve your practice.

Customize your Marketing The best way to customize your marketing campaign is by first finding the most relevant "sweet spot" of different patient segments.

Prioritize your patient segments and focus on creating campaigns that fit the unique needs of different patients.

Develop a Strong Practice Brand Voice Brand marketing can prove to be highly effective in creating awareness for your healthcare practice. Build a brand that patients can connect with; focus on a continued on page 22 PHYSICIAN SOLUTIONS MAGAZINE

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unique brand voice that resonates with the needs and expectations of your patients.

2. Upgrade your Practice Office Appearance As important it is to provide excellent healthcare services at your facility, you cannot overlook the importance of how your practice office looks. Your facility is visited by scores of people on a daily basis.

Are you providing an environment that makes them feel comfortable and confident in your brand?

If your office décor is outdated, it can reflect poorly on your overall practice value. So don’t shy away from giving your practice facility a new look. Look at how you can further improve the look, feel, and most important the cleanliness of a healthcare practice office. And while a modern and crisp design can hold a universal appeal, ensure that it sits well with the sentiments of your patients. Budgeting is always an issue. However, you don’t need to spend big on giving your office a new look. Even small but effective cosmetic improvements can give your office a new look.

3. Stellar Patient Experience Should Always be a Priority One of the best ways of improving practice value is by focusing on making the delivery of stellar patient experience a major practice priority. Look at it this way – do you become a repeat patron of a store or restaurant simply because of the products or food it sells?

Definitely not. The kind of service you are provided, care to personal taste or preference, personalized attention, and an acknowledgement 22

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of the fact that you are a repeat customer are all reasons why you prefer frequenting a particular store or restaurant over others.

Patient loyalty works on the exact simple principle. Once they step into your office, the kind of service and treatment you offer your patients can impact their decision on whether or not they want to come back.

A few things you can do to improve patient experience are: • Train your staff to meet and address patient needs.

• Look at ways in which you can improve on scheduling of appointments, billing, management of healthcare insurance, etc.

• Optimize patient scheduling to improve patient access and to ensure that patients don’t have to unnecessarily spend excess time at your office.

• If you need to refer a patient to a different specialist see how best you can make the transition seamless for the patient.

• Acknowledge repeat patients as they are your number one source of referrals.

4. Keep Up with Technology Upgrades Investing in healthcare technology and equipment is a must if you want to keep up with present times. State-of-the-art technology definitely has its own advantages and can drive practice value. However, before you make major investment decisions it is wise to first analyze their place in terms of need, relevancy, and cost.

Here are a few things to keep in mind when considering technology and equipment investments:

• Analyze if practice productivity can be directly attributed to the clinical technology and equipment.

• When looking for new technology or equipment, don’t discount used technology.

Maybe a practice is closing down or a bigger facility is making major upgrades and is looking for buyers for their current equipment. If it fits in your budget and the technology can have a positive impact on your revenue line, it is wise to give it due consideration.

• Consider the implementation process; can the technology or equipment be seamlessly integrated within your present setup? You don't want to buy an equipment only to discover that it comes with any further mandatory auxiliary equipments or electrical setup.

• Make sure you carefully consider the return on investment on the technology or equipment in the long run.

This is especially important if you run on a tight budget.

5. Improve Your Practice Management Systems Your healthcare practice value is tightly tied down to not only the kind of systems and processes you have in place for important tasks such as patient scheduling, collection of data and fees, as well as billing among other things but also to how effective and efficient it makes your practice.

If you find yourself facing declining patient access issues or if your new patient flow is slowing down, it may be time to give your processes and systems an urgent review. Consider the following:

• There is hardly a business or office where practice processes and systems don't need improvement. Carefully analyze your current setup and try to identify areas where corrective measures are necessary and required.

• Whether an old system or process needs to be improved or you need to implement a completely new system or process, make the necessary change as soon as possible.

• See how best you can customize important s/w or systems to fit in with your practice structure.

• Make sure your staff is trained and can handle any new system or process that you are deciding on implementing.

Conclusion Building a healthcare practice that builds value through the entire life of the practice depends on how best a doctor can balance the clinical and business aspects of running the practice. While managing and improving the clinical side of the healthcare practice will happen over time as the doctor gains experience, it is the business side of running the practice that can prove to be the real challenge. This is why it is absolutely important for doctors to adopt a strategic approach to integrating best business practices and gaining a complete understanding of what patients want as a way of improving practice value. 

About the Author: Naren Arulrajah is President and CEO of Ekwa Marketing, a complete Internet marketing company which focuses on SEO, social media, marketing education and the online reputations of Dentists and Physicians.

With a team of 130+ full time marketers, www.ekwa.com helps doctors who know where they want to go, get there by dominating their market and growing their business significantly year after year. If you have questions about marketing your practice online, call Naren direct at 877-249-9666.

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features

Improving the Value of Your Practice

By Barbara Hales, M.D.

www.thewritetreatment.com

Regardless of whether you want to ramp up the value of your practice for sale or to expand your current practice for a branding and revenue boost, there are a number of ways to do so.

A. Increasing Services Medicine and healthcare has moved beyond merely treating sickness to one seeking ideal health combining mind, body and spirit. Patients are looking for services that make them feel that they are being treated as a person, even pampered and cared for.

Adding supplementary services, especially those that involve participation of other professionals, increases the value of a practice.

Consider 1. Medical Spa Doctors not only perform but also supervise treatments done by licensed and trained aestheticians 24

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along with nurses and nurse practitioners. Services include nutritional programs including diets and vitamin supplements, skin therapy, hair removal, facials, massages, facial fillers, liposuction, biofeedback 2. Content Marketers Outsource professionals who can blog for you on a regular basis and create your newsletter. They can convey your message on a consistent basis while you spend your time tending to patients and the practice.

3. Patient Portals According to Meaningful Use of the ACA, at least 5 % of your patients have access to communications with your practice through a portal. Encourage your patients to use this and to ask you the questions or discussions that they will want to cover when they see you in the office. Then, you can better prepare them for a more efficient time while they are with you.

4. Virtual Consultations For patients that are too far to travel or who cannot travel due to disabilities, consider having office consultations with your patient through Skype or another visual communication.

B. Create Enticing Ambiance Look around your office with a set of fresh eyes.

How does it really look? What does your office say about your healthcare? You don’t have to spend a tremendous amount of money redecorating but at the same time, it is crucial that your office represents you…clean, neat and efficient.

No one wants to sit on torn chairs with grimy armrests and no one wants to see mold in ceiling corners and peeling paint. Consider these two scenarios.

A patient presents to your office for minor surgery, which will be performed in your mini-surgical suite.

She is anxious and looking around while waiting her turn. Pre and post op instructions have been given as well as a lengthy description of the procedure, risks and what to expect.

You have been diligent about every detail and pride yourself on your care and caring. But have you?

First Scenario While furtively looking around, waiting to be called, she sees stained seat cushions and one or two that are ripped. The decor was fashionable in the late 80s but has not been decorated since.

Your rationale for not redoing the waiting roomwith only 3rd party reimbursement to depend on for profits, you operate on only a slim margin. The condition of the waiting room is partially due to the inconsiderate patients and their unruly children.

Patient’s rationale- maybe I should run before it’s too late. I was recommended to this doctor because of excellent skills and knowledge. But if the waiting room is unsanitary, maybe the surgical room or surgical instruments are not cared for or unsanitary as well. Maybe if the doctor doesn’t pay attention to office details then he doesn’t take care of medical details either.

Is this the impression that you hope to impart?

Second Scenario The patient is ushered into a private waiting area and a medical assistant enters the room to go over any

last questions that the patient may have. Reassurance is given and she gets to watch her favorite television programs to distract her from her tension. As she waits, she looks around admiringly at the décor, which is classic but timeless.

Patient’s thoughts- if the doctor takes such great care to details with the office, and my comfort, he is probably very empathetic and will make sure that I am comfortable throughout my whole ordeal.

Your surgical skills may be the same in both scenarios and the surgical suite may be the same as well. The image that your office portrays about you however is vastly different and speaks volumes about who you are and your brand.

C. Increasing Patients 1. Reputation Peruse the rating sites on a regular basis to ensure that your ratings are good. If there are negative ones, read the criticism carefully. If the remarks are valid, try to change the problem and view this as an opportunity for improvement. You can make the amendments known in your comments.

Consider having your favorite patients write testimonials and high ranks for the site so that they will be readily seen and take top priority when prospective patients view the online sites.

2. Referrals Keep in touch with your referring physicians. Let them know that you are still accepting new patients and that you would be very happy to do so. When you have had the opportunity to consult with a patient that your referring chain has sent, be sure to send a thank you note and progress note with treatment plan expeditiously.

3. Exposure Getting your name out before prospective patients helps to snare them in your database.

Things to try: 1. Offer free eBooks to everyone that attends your teleseminars 2. Offer a webinar 3. Volunteer your time for community health fairs 4. Offer a free examination or consultation to be auctioned off at a local charity event continued on page 26 PHYSICIAN SOLUTIONS MAGAZINE

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5. Offer to speak at the Library or medical associations- offer a copy of your slides to anyone that emails you requesting them (thereby capturing their name and email for your database)

D. Keeping Patients A prospective patient has just scheduled an appointment to be seen by you. The thing is, will that patient stay with you?

Is there loyalty between patients and physicians?

That depends. Do you make it worth their while?

Benefits Patients want value for their experience with a physician.

Do you provide: • A cheerful staff that smiles and address patients by their name?

• Friendly staff that introduces themselves and their positions?

• Convenient appointment times (and changes)?

• A short time in the waiting room before being seen?

• The ability for patients to interact, ask questions and most importantly, have them answered?

• Explain solutions in a way that patients can understand without being over their head or too simplified?

• Respect for patients as individuals?

• Printed instructions for how to take medications with possible side effects • Postoperative instructions or a sheet on what to expect?

Patients want to have engagement. They want to be asked their input...what they want, what they feel, what they fear. They want to feel that not only do they understand what is going on with them, but also understand their treatment options and what is available in both the traditional and alternative care realms. That doesn’t mean that you necessarily have to provide alternative care but it is key that you can point them in the right direction in terms of reliable sources versus bogus sites.

Patients also want to feel important.

Simple medical marketing and loyalty steps go a long way.

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Start by: • Sending gratitude cards or emails for choosing to become a patient • Thank you cards for patients that were referred by current patients • Birthday cards These are simple steps that staff members can send out (with simple computer programming) Make patients feel that they count. Patients don’t want to feel that they are just “a number”. They want to feel that they count. The entire experience is crucial to retention from that first phone call setting up the appointment, to the professional encounter and beyond.

The perception that you as the doctor cares is crucial.

After all, it is more economical to keep a patient and get referrals from existing patients than to have to constantly look for prospective patients. (And it is much more rewarding from a physician-patient relationship).

If you would like more useful tips, sign up for the newsletter at www.TheMedicalStrategist.com You will find this quite helpful. 

The Write Treatment

Ezines and NewslettersCost Effective Powerful Tools • Drive traffic to your business website • Build relationships between yourself and patients • Get new patients • Announce a new service or product • Give great impact Have you got a newsletter yet or want to spread a message?

Contact Barbara Hales, M.D. for a free consultation.

Barbara@TheWriteTreatment.com 516-647-3002

is now hiring primary care MD’s and PA’s, DDS’s, dental hygienists, and registered dental assistants in North Carolina, Virginia and South Carolina

Ongoing and intermittent shifts are available for physicians, mid-levels, DDS, dental hygienists, and registered dental assistants as well as permanent placement. Find out why providers choose Physician Solutions.

P.O. Box 98313, Raleigh, NC 27624 Scan this QR code with your smartphone to learn more.

phone: 919.845.0054 fax: 919.845.1947 e-mail: physiciansolutions@gmail.com www.physiciansolutions.com

features

The Value of Patient Reviews: The Unseen Benefits of Negative Feedback

By Amanda Kanaan President of WhiteCoat Designs

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If you care about attracting new patients to your practice, then you care about your online reputation. Patients utilize online reviews to form a perception of the value of your practice, and when it comes to marketing, perception is reality. Although it’s near impossible to avoid negative patient reviews online, it doesn’t mean you can’t use them to your benefit.

The healthcare industry as a whole is putting more emphasis on value rather than volume, which means the focus is increasingly on patients rather than treatments. Patients understand this model as well. They know they have options and use the internet to research which practices offer them the best value (aka the best experience and outcomes).

Although a physician’s office and a local restaurant couldn’t be more different, as businesses they share the same level of obligation to provide outstanding customer service. The sooner physicians start to recognize patients as consumers, the sooner their patient retention levels will increase. And keep in mind that it’s much less expensive to retain a current patient than it is to attract a new one; not to mention it decreases your chances of receiving a negative review online.

Patients have stepped into their role as empowered consumers by using online reviews to research providers and/or share their experiences. According to The Journal of the American Medical Association (JAMA), a 2014 study revealed that 59% of patients said physician rating sites were “somewhat important” or “very important” when choosing a physician, and 37% of patients had avoided a physician because of a bad review.

Ways Negative Reviews Can Add Value Whether positive or negative, online reviews are powerful and patients are definitely paying attention. By managing your online reputation, you can take control of the conversation online and actually use those reviews to your advantage as an effective marketing tool to attract new patients. Below are examples of how negative reviews can not only add value for your patients but also for your practice.

Tactic: Respond directly on the review site

How it Adds Value: Shows patients you listen When a patient leaves you negative feedback online, many of the review sites will allow you to respond directly to the patient’s comments.

This can be a slippery slope. Your first instinct might be to fire back with your side of the story.

However, that may only damage your reputation further and can actually cause a HIPAA violation if you reveal PHI in the process.

Instead, consider a more generic, yet timely, response that doesn’t intend to solve the conflict online, but at least shows patients you are listening. Sometimes, just the fact that you responded at all is more important to patients than the fact that a negative experience occurred in the first place. Most patients are realistic and don’t expect medical practices to be perfect, but they do expect you to care about their experience – just like any other business would.

Tactic: Pick up the phone

How it Adds Value: May convert the patient to a satisfied customer Many of the review sites no longer allow patients to post feedback anonymously, which means you can often identify the patient who left the review. So have you ever thought about actually calling the patient who gave you a negative review online? We recently had a client who tried this very tactic and it worked beautifully.

The patient had left the physician a harsh review online and we discovered it immediately since we were monitoring the practice’s reviews.

We alerted the practice and the physician picked up the phone and personally called the patient.

It turns out the patient had left a voicemail for the doctor’s medical assistant about a prescription, and she did not receive the message and therefore never responded. The patient assumed the doctor was just unresponsive. The physician politely explained the scenario to the patient and by the end of the call the patient had been converted to a happy customer; mostly because continued on page 30

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the patient was so impressed that the doctor would personally call him.

The physician asked the patient to remove the review and he took it down that same day. That one negative review could have cost the physician many new patients over the years.

Sometimes a 10-minute phone call is all it takes to keep your online reputation intact. It also ensures this patient will speak positively about the physician in the local community as well.

Tactic: Use the feedback as constructive criticism How it Adds Value: Improves the patient experience

When you start to notice a trend in the negative feedback you receive from patients, such as patients constantly complaining that wait times are too long, then more likely than not it’s a valid concern. It doesn’t make sense to change your internal processes or turnover staff every time you have an isolated complaint, but it also doesn’t mean that you shouldn’t pay attention when you notice a trend.

In this scenario, negative feedback from patients can actually be extremely helpful. If you are losing patients to long wait times or because your nursing staff is unfriendly, then it’s time to make a change. Paying attention to patient feedback and adjusting the service you provide accordingly can mean the difference between a thriving practice and a struggling one. The healthcare industry is more competitive than ever and if you aren’t willing to provide the level of customer service patients expect then they are happy to go down the street to your competitor.

Not only does this tactic add value to your practice by making the experience better for the next patient through your door, it also cultivates positive reviews which can in turn increase your conversion rate online. Now, not only are you retaining current patients but you are effectively attracting new patients as well.

Negative patient reviews can be discouraging and difficult to accept, but with the right attitude and strategy you can use these reviews to your advantage by improving your online reputation and growing your practice.  Amanda Kanaan is the President and Founder of WhiteCoat Designs – a medical marketing agency whose mission is to help physicians stand out in today’s competitive healthcare market.

Services include medical website design, internet marketing, online reputation management, social media, branding and physician liaison programs (increase referrals). Learn more at www.whitecoat-designs.com.

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Practices for Sale Medical Practices Primary Care specializing in Women’s Practice Location: Morehead City, N.C. List Price: Just reduced to $20,000 or Best Offer Gross Yearly Income: $540,000 average for past 3 years Year Established: 2005 Average Patients per Day: 12 to 22 Building Owned/Leased: MD owned and can be leased or purchased Contact: Philip at 919-848-4202

Family Primary Care Practice

Location: Minutes East of Raleigh, North Carolina List Price: $15,000 or Best Offer Gross Yearly Income: $235,000 Average Patients per Day: 8 to 12 Total Exam Rooms: 6 Physician retiring, Beautiful practice Building Owned/Leased: Owned (For Sale or Lease) Contact: Philip 919-848-4202

Family Practice/Primary Care

Location: Hickory, North Carolina List Price: $425,000 Gross Yearly Income: $1,5000,000 Year Established: 2007 Average Patients Per Day: 24-35 Total Exam Rooms: 5 Building Owned/Leased: Lease or Purchase Contact: Philip at 919-848-4202

Med Spa

Location: Coastal North Carolina List Price: $550,000 Gross Yearly Income: $1,600,000.00 Year Established: 2005 Average Patients Per Day: 25 to 30 Total Exam Rooms: 4 Building Owned/Leased: Leased Contact: Philip at 919-848-4202

Practice Type: Mental Health, Neuropsychological and Psychological Location: Wilmington, NC List Price: $110,000 Gross Yearly Income: $144,000 Year Established: 2000 Average Patients Per Day: 8 Building Owned/Leased/Price: Owned Contact: Philip at 919-848-4202

Practice Type: Internal Medicine Location: Wilmington, NC List Price: $85,000 Gross Yearly Income: $469,000 Year Established: 2000 Average Patients per Day: 25 Building Owned/Leased: Owned Contact: Philip at 919-848-4202

Dental Practices Place Your Ad Here

Optical Practices Place Your Ad Here

Special Listings Offer We are offering our “For Sale By Owner” package at a special rate. With a 6 month agreement, you receive 3 months free.

Considering your practice options? Call us today.

PHYSICIAN SOLUTIONS MAGAZINE

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Practice for Sale in Raleigh, NC Primary care practice specializing in women’s care Raleigh, North Carolina The owning physician is willing to continue with the practice for a reasonable time to assist with smooth ownership transfer. The patient load is 35 to 40 patients per day, however, that could double with a second provider. Exceptional cash flow and profit will surprise even the most optimistic practice seeker. This is a remarkable opportunity to purchase a well-established woman’s practice. Spacious practice with several well-appointed exam rooms and beautifully decorated throughout. New computers and medical management software add to this modern front desk environment.

List price: $435,000

Call Medical Practice Listings at (919) 848-4202 for details and to view our other listings visit www.medicalpracticelistings.com

Pediatrics Practice Wanted Pediatrics practice wanted in NC Considering your options regarding your pediatric practice? We can help.

Medical Practice Listings has a well qualified buyer for a pediatric practice anywhere in central North Carolina.

Contact us today to discuss your options confidentially.

Medical Practice Listings Call 919-848-4202 or e-mail medlistings@gmail.com www.medicalpracticelistings.com

Eastern North Carolina Family Practice Available Well-appointed Eastern North Carolina Family Practice established in 2000 is for sale in Williamston, NC. This organized practice boasts a wide array of diagnostic equipment including a GE DEXA scanner with a new tube, GE case 8000 stress testing treadmill and controller and back up treadmill, Autoclave and full set of operating equipment, EKG-Ez EKG and much more. The average number of patients seen daily is between 12 to 22. The building is owned by MD and can be purchased or leased.

The owning physician is relocating and will assist as needed during the transition period. The gross receipts for the past three years average $650,000 and the list price was just reduced to $185,000. If you are looking to purchase a well equipped primary care practice, please contact us today.

919-848-4202 medlisting@gmail.com medicalpracticelistings.com

32 | NOVEMBER 2015

Primary Care Specializing in Women’s Health

Located on NC’s Beautiful Coast, Morehead City

Practice established in 2005, averaging over $540,000 the past 3 years. Free standing practice building for sale or lease. This practice has 5 well equipped exam rooms and is offered for $20,000.

919.848.4202 medlisting@gmail.com medicalpracticelistings.com

Adult & pediAtric integrAtive medicine prActice for sAle This Adult and Pediatric Integrative Medicine practice, located in Cary, NC, incorporates the latest conventional and natural therapies for the treatment and prevention of health problems not requiring surgical intervention. It currently provides the following therapeutic modalities: • • • • •

Conventional Medicine Natural and Holistic Medicine Natural Hormone Replacement Therapy Functional Medicine Nutritional Therapy

• • • • • •

Mind-Body Medicine Detoxification Supplements Optimal Weigh Program Preventive Care Wellness Program Diagnostic Testing

There is a Compounding Pharmacy located in the same suites with a consulting pharmacist working with this Integrative practice. Average Patients per Day: 12-20

Internal Medicine Practice for Sale Located in the heart of the medical community in Cary, North Carolina, this Internal Medicine practice is accepting most private and government insurance payments.

The average patients per day is 20-25+, and the gross yearly income is $555,000.

Listing Price: $430,000

Gross Yearly Income: $335,000+ | List Price: $125,000

Call 919-848-4202 or email medlistings@gmail.com www.medicalpracticelistings.com

Call 919-848-4202 or email medlistings@gmail.com www.medicalpracticelistings.com PHYSICIAN SOLUTIONS MAGAZINE

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PHYSICIANS NEEDED: Mental health facility in Eastern North Carolina seeks: PA/FT ongoing, start immediately Physician Assistant needed to work with physicians to provide primary care for resident patients. FT ongoing 8a-5p. Limited inpatient call is required. The position is responsible for performing history and physicals of patients on admission, annual physicals, dictate discharge summaries, sick call on unit assigned, suture minor lacerations, prescribe medications and order lab work. Works 8 hour shifts Monday through Friday with some extended work on rotating basis required. It is a 24 hour in-patient facility that serves adolescent, adult and geriatric patients.

FT ongoing Medical Director, start immediately The Director of Medical Services is responsible for ensuring all patients receive quality medical care. The director supervises medical physicians and physician extenders. The Director of Medical Services also provides guidance to the following service areas: Dental Clinic, X-Ray Department, Laboratory Services, Infection Control, Speech/Language Services, Employee Health,

Pharmacy Department, Physical Therapy and Telemedicine. The Medical Director reports directly to the Clinical Director. The position will manage and participate in direct patient care as required; maintain and participate in an on-call schedule ensuring that a physician is always available to hospitalized patients; and maintain privileges of medical staff.

Permanent Psychiatrist needed FT, start immediately An accredited State Psychiatric Hospital serving the eastern region of North Carolina, is recruiting for permanent full-time Psychiatrist. The 24 hour in-patient facility serves adolescent, adult and geriatric patients. The psychiatrist will serve as a team leader for multi-disciplinary team to ensure quality patient care/treatment. Responsibilities include:

evaluation of patient on admission and development of a comprehensive treatment plan, serve on medical staff committees, complete court papers, documentation of patient progress in medical record, education of patients/families, provision of educational groups for patients.

Send copies of your CV, NC medical license, DEA certificate and NPI certificate with number to Physician Solutions for immediate consideration. Physician Solutions, P.O. Box 98313, Raleigh, NC 27624 PH: (919) 845-0054 | email: physiciansolutions@gmail.com

Primary Care Practice For Sale

Med Spa in the Raleigh-Durham, NC Area

Wilmington, NC Established primary care on the coast of North Carolina’s beautiful beaches.

Fully staffed with MD’s and PA’s to treat both appointment and walk-in patients.

Excellent exam room layout, equipment and visibility.

Contact Medical Practice Listings for more information.

Medical Practice Listings 919.848.4202 | medlistings@gmail.com www.medicalpracticelistings.com 34 | NOVEMBER 2015

Beautiful Med Spa located in the Raleigh-Durham is among our newest listings.

This very upscale facility is established and boosts consistent gross revenues of a million plus. Some of the procedures performed are: Botox, Dermal Fillers, Minimal light based treatments, laser hair removal, cool sculpting (external cooling treatment that freezes the hair and the body metabolizes the fat). This practice is ideal for the Plastic Surgeon or Dermatologist.

Established: 2010 l Annual Revenue: $1,000,000 Average Patients per Day: 15 to 25

Call 919-848-4202 or email medlistings@gmail.com www.medicalpracticelistings.com

NC Opportunities DENTISTS AND HYGIENISTS

Urgent Care Practices Wanted We have several qualified MDs seeking established Urgent Care Practices in North Carolina.

If you have an urgent care practice and would like to explore your selling options, please contact us. Your call will be handled confidentially and we always put together win-win solutions for the seller and buyer.

Physician Solutions has immediate opportunities for dentists and hygienists throughout NC. Top wages, professional liability insurance and accommodations provided.

Call us today if you are available for a few days a month, on-going or for permanent placement. Please contact Physican Solutions at 919-845-0054 or physiciansolutions@gmail.com

Call Medical Practice Listings today and ask for Philip Driver 919-848-4202.

Modern Med Spa Available

Located in beautiful coastal North Carolina Modern, well-appointed med spa is available in the eastern part of the state. This Spa specializes in BOTOX, facial therapy and treatments, laser hair removal, eye lash extensions and body waxing as well as a menu of anti-aging options. This impressive practice is perfect as-is and can accommodate additional services like; primary health or dermatology.

The Gross revenue is over $1,500.000 during 2012 with consistent high revenue numbers for the past several years. The average number of patients seen daily is between 26 and 32 with room for improvement. You will find this Med Spa to be in a highly visible location with upscale amenities. The building is leased and the lease can be assigned or restructured. Highly profitable and organized, this spa POISED FOR SUCCESS. 919.848.4202 medlisting@gmail.com medicalpracticelistings.com PHYSICIAN SOLUTIONS MAGAZINE

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MD STAFFING AGENCY FOR SALE IN NORTH CAROLINA The perfect opportunity for anyone who wants to purchase an established business.

NC MedSpa For Sale MedSpa Located in North Carolina We have recently listed a MedSpa in NC This established practice has staff MDs, PAs and nurses to assist patients. Some of the procedures performed include: Botox, Dysport, Restylane, Perian, Juvederm, Radiesse, IPL Photoreju Venation, fractional laser resurfacing as well as customized facials. There are too many procedures to mention in this very upscale practice. The qualified buyer will be impressed with the $900,000 gross revenue. This is a new listing, and we are in the valuation process.

l One

of the oldest Locums companies l Large client list l Dozens of MDs under contract l Executive office setting l Modern computers and equipment l Revenue over a million per year l Retiring owner

Contact Medical Practice Listings today to discuss the practice details.

For more information call Medical Practice Listings at 919-848-4202 or e-mail medlistings@gmail.com Please direct all correspondence to driverphilip@gmail.com.

Only serious, qualified inquirers.

www.medicalpracticelistings.com

PRIMARY CARE PRACTICE East of Raleigh, North Carolina We are offering a well established primary care practice only minutes east of Raleigh North Carolina. The retiring physician maintains a 5 day work week and has a solid base of patients that can easily be expanded. There are 6 fully equipped exam rooms, a large private doctor’s office, spacious business office, and patient friendly check in and out while the patient waiting room is generous overlooking manicured flowered grounds. This family practice is open Monday through Friday and treats 8 to a dozen patients per day.

Currently operating on paper charts, there is no EMR in place. The Gross revenue is about $235,000 yearly.

We are offering this practice for $50,000 which includes all the medical equipment and furniture. The building is free standing and can be leased or purchased.

Contact Philip at 919-848-4202 to receive details and reasonable offers will be presented to the selling physician.

Medical Practice Listings Selling and buying made easy

MedicalPracticeListings.com | medlisting@gmail.com | 919-848-4202 36 | NOVEMBER 2015

PRIMARY CARE PRACTICE - Hickory, North Carolina This is an outstanding opportunity to acquire one of the most organized and profitable primary care practices in the area. Grossing a million and a half yearly, the principal physician enjoys ordinary practice income of over $300,000 annually.

Hickory is located in the foot-hills of North Carolina and is surrounded by picturesque mountains, lakes, upscale shopping malls and the school systems are excellent. If you are looking for an established practice that runs like a well oiled machine, request more information.

The free standing building that houses this practice is available to purchase or rent with an option. There are 4 exam rooms with a well appointed procedure room. The owning physician works 4 to 5 days per week and there is a full time physician assistant staffed as well.

For the well qualified purchasing physician, the owner may consider some owner-financing. Call us today.

List price: $425,000 | Year Established: 2007 | Gross Yearly Income: $1,500,000

Medical Practice Listings Selling and buying made easy

MedicalPracticeListings.com | medlisting@gmail.com | 919-848-4202

Women’s Health Practice in Morehead City, NC

Newly listed Primary Care specializing in Women’s care located in the beautiful coastal city of Morehead City. This spacious practice has 5 exam rooms with one electronic tilting exam table and 4 other Ritter exam tables. Excellent visibility and parking make this an ideal location to market and expand. This practice is fully equipped and is ready for a new owner that is ready to hit the ground running. The owning MD is retiring and will be accommodating during the transition period. This medical building is owned and is offered for sale, lease or lease to own. The gross receipts for the past 3 years exceed $540,000 per year. If you are looking to purchase an excellent practice located in a picturesque setting, please contact us today.

PEDIATRICIAN

or family medicine doctor needed in

FAYETTEVILLE, NC

Comfortable seeing children. Needed immediately.

Medical Practice Listings Buying and selling made easy

Call 919-848-4202 or email medlistings@gmail.com www.medicalpracticelistings.com

Call 919- 845-0054 or email: physiciansolutions@gmail.com www.physiciansolutions.com PHYSICIAN SOLUTIONS MAGAZINE

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Physician Solutions, Inc. Medical & Dental Staffing

The fastest way to be $200K in debt is to open your own practice The fastest way to make $100K is to choose

Physician Solutions

THE DECISION IS YOURS Physician Solutions, Inc. P.O. Box 98313 Raleigh, NC 27624 Scan this QR code with your smartphone to learn more.

phone: 919-845-0054 fax: 919-845-1947 www.physiciansolutions.com physiciansolutions@gmail.com