Moneyball for plastic surgeons

Survey. Satisfy. Share.

MONEYBALL

– THE ART

OF WINNING

AN UNFAIR

GAME


MARIE OLESEN

CEO, La Jolla Cosmetic Surgery Centre

• Began surveying patients in 1989

Founder, Real Patient Ratings

• Endorsed by ASPS

Founder, Inform Solutions• Created Inform&Enhance® software to

manage cosmetic patient relationship

Speak, write and teach on patient satisfaction and practice success


CONVENTIONAL WISDOM: SOMETIMES IT’S WRONG

STATS: ALMOST ALWAYS BETTER THAN GUT INSTINCTS

COMPETITIVE ADVANTAGE: THINK DIFFERENTLY

CONVENTIONAL WISDOM:

SOMETIMES IT’S WRONG


Our Stats….

1.1M Responses from 20,240 surveys

12,862 Reviews Posted


AT BAT: TURING A LEAD INTO

A COMPLETED CASE


13.2%*Average email to surgery capture rate*

*Etna Interactive


18.5%LJCSC email to surgery capture rate*

*LJCSC 2011-2012


27%*Form to surgery capture rate*

*Enrique Rangel, MyMedLeads


IT’S ALL ABOUT

MORE….. MORE

LEADS. MORE

CONSULTS. MORE

CASES. MORE

REFERRALS. MORE

RETURN ON YOUR

INVESTMENTS

ROI


STATS – ALMOST ALWAYS

BETTER THAN GUT INSTINCT


FIRST, GET THE ONLY

OPINION THAT MATTERS

We’re mobile-

friendly! More

than 20% will

complete our

survey on their

smartphone.

Get critical

feedback at the

perfect moment

following consult

and surgery.


KNOW WHERE YOU STAND

Drill down for details

with regional &

national

benchmarking among

other board certified

plastic surgeons

“Anyone can send out a questionnaire. But without benchmarking against scores of other

plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the

numbers in front of you; they are talented at interpreting them and finding solutions that will work

for your practice.”

--Steven Teitelbaum, MD; Santa Monica, CA


MAKE CHANGES THAT

GROW YOUR PRACTICE

How do your

patients feel about

your customer

service?


THE NUMBERS

Date Range: 9/19/2011 – 12/18/2012

2 Surveys

• Consult: 61 questions

• Surgery: 56 questions

Two studies completed

• 2,721 Consult patients

• 7,193 Post Surgery

Source of data

• 165,981 consult questions answered

• 402,808 survey questions answered


Prospects who are

highly satisfied with

their consultation are

TWICE as likely to

schedule surgery

SCHEDULE MORE CASES*


0 0.1 0.2 0.3 0.4

Appt-Friendliness of Staff

Nurse-Respect

Appt-Knowledge of Staff

Nurse-Helpful Procedure Info

MD-Easy to Understand

MD-Showed Interest in Questions/Concerns

Consult Process Clear/Easy

MD-Thorough Medical History

Appt-Availability of Times

Nurse-Helpful Surgeon Info

MD-Medical Procedure Information

PRIMARY DRIVERS OF SCHEDULING

Factor Analyzed Logistic Regression; n=1,904; 82.0% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.

Top Driver

Relative Importance

Secondary Drivers


SURGEON DRIVERS

System

1. MD Procedure Information 82%

4. MD Thorough Medical History 71%

6. MD - Showed Interest in Questions

and Concerns

84%

7. MD – Easy to Understand 85%


NURSE DRIVERS

System

2. Nurse – Helpful Surgeon Info 79%

8. Nurse – Helpful Procedure

Information

81%

10. Nurse – Respect 87%


STAFF & PROCESS

System

3. Availability of Appointment Times 71%

5, Consult Process Easy to

Understand

78%

9. Appt – Knowledge of Staff 75%

11, Appt – Friendliness of Staff 83%


ROI - 5% CHANGE IN OSAT

CURRENT GOAL

My Practice's Current Satisfaction:

Current Top Box OSAT Score 70% 75%

My Practice's Current Performance:

Current # of consults 600 600

Percentage highly likely to schedule 49% 53%

@ Average Fee $6,000 $6,000

Current Revenue $1,764,000 $1,890,000

ROI: $126,000


INCREASE REFERRALS

AND REPEAT BUSINESS

Patients who are highly

satisfied with their surgery

experience are TWICE as

likely to refer you and return

for additional services


TOP 10 KEY SATISFACTION DRIVERS

LIKELIHOOD TO RECOMMEND

Weighted Factor Logistic Regression; n=4,113; 70.5% accurately classifiedChart entries for each measure represent the beta weights derived through the analysis.

.00 .05 .10 .15 .20 .25 .30

Post Op-Understanding Who to Contact For Information

Staff-Organized & Coordinated Care

Helpfulness of Info Provided

Helpfulness of Communication

Nurse Listening Carefully

Usefulness of Pre-Op Materials

MD-Showed Respect

Pre-Op Visit-Prepared Mentally

Post Op-Informed About Recovery

Post Op-Communication & Contact Top Drivers

Relative Importance


POST OP DRIVERS

1. Post Op - Communication & Contact

2. Post Op – Being Informed About Recovery

PostOp – Understanding Who to Contact for

Information


HUMAN & TEAM DRIVERS

MD – Showed Respect

Nurse – Listening Carefully

Patient Coordinator – Helpfulness of Information

Provided

Staff – Organized and Coordinated Care


PRE-SURGERY DRIVERS

PreOp Visit – Prepared Mentally

Usefulness of PreOp Materials

Pre-Sx Helpfulness of Communication


COMPETITIVE ADVANTAGE?

THINK DIFFERENTLY


National Average –

1.5% or 1:67


VOICE OF THE

CUSTOMER

WOM


WOM CONTENT


State

Overall Conversion

Rate as a % w/Reviews

Increase in

conversions as X

TX 1.77 2.53 1.43WA 1.00 1.51 1.51

GA 1.57 2.39 1.52

CA 2.18 3.83 1.76

CA 1.09 2.13 1.95

MA 1.77 3.69 2.08

FL 1.28 2.86 2.23

WA 1.00 2.68 2.68

TX 1.43 4.32 3.02

NJ 2.01 6.52 3.24

NY 1.02 3.33 3.26

WA 2.10 7.91 3.77

OR 1.66 8.23 4.96

VA 0.95 6.17 6.49

Average 1.5 4.15 2.9


IMPROVE ROI ON YOUR

PRACTICE WEBSITE


Leads


Cases


+50%


TRY IT NOWDo more with the people and

marketing you invest in

More happy patients.

More cases.

More web leads.

CLICK to get started

http://www.realpatientratings.com/free-trial.html



Do more with the people and

marketing you invest in

More happy patients.

More cases.

More web leads.

HERE’S HOW…


FIRST, GET THE ONLY

OPINION THAT MATTERS

We’re mobile-

friendly! More

than 20% will

complete our

survey on their

smartphone.

Get critical

feedback at the

perfect moment

following consult

and surgery.


KNOW WHERE YOU STAND

Drill down for details

with regional &

national

benchmarking among

other board certified

plastic surgeons

“Anyone can send out a questionnaire. But without benchmarking against scores of other

plastic surgeons, how do you set goals for improvement? The RPR team doesn’t just put the

numbers in front of you; they are talented at interpreting them and finding solutions that will work

for your practice.”

--Steven Teitelbaum, MD; Santa Monica, CA


MAKE CHANGES THAT

GROW YOUR PRACTICE

How do your

patients feel about

your customer

service?


Prospects who are

highly satisfied with

their consultation are

TWICE as likely to

schedule surgery

SCHEDULE MORE CASES


INCREASE REFERRALS

AND REPEAT BUSINESS

Patients who are highly

satisfied with their surgery

experience are TWICE as

likely to refer you and return

for additional services


Includes profile

with unlimited

reviews and

new patient

leads

Supports your SEO with

followed links to your

website and social

media pages

PROFILE IMPROVES

SEARCH RESULTS


ENHANCE YOUR ONLINE

REPUTATION (FAST!)

96% of our members’

directory profiles

appear on the first

page of Google

search results*

*For searches that include the word “reviews”

**and have the Comments Feed installed on their website


GENERATE MORE LEADS

FROM YOUR WEBSITE

When patients read

reviews on your

website, they are TWO

to EIGHT times more

likely to fill out the

Contact Us form! Your SEO

team is

gonna love

it!


ENHANCE YOUR PRACTICE

WEBSITE (FAST!)

100% of our

members’ very own

websites appear on

the first page of

Google search

results**

*For searches that include the word “reviews”

**and have the Comments Feed installed on their website


IMPROVE ROI ON YOUR

PRACTICE WEBSITE


Plastic Surgery is

the first medical

specialty to meet

consumer

demand for

reviews

BOOST EXPOSURE ON PS.ORG


Show reviews

on your

TouchMD

system

EXTEND THE EFFECTS


LOVED BY PRACTICES,

LARGE AND SMALL!

"I can’t thank you enough for

how you’ve helped my practice

grow. We're up 62% over last

year in cosmetic cases...”

- Chris Hess, MD

"What I love the most about Real Patient Ratings

is the patient feedback. It isn't my opinion, my

doctor's opinion or an outside consultant's

opinion, it is what our actual patients say.

I can find easy and meaningful ways to make

changes. Practice growth is a natural outcome.”

-Vicki Koplow; Coordinator for Steven Teitelbaum, MD

“Real Patient Ratings delivered

everything we could have wanted and

more. They streamlined the process of

sending consultations and surgery

patients post-service surveys and

removed us entirely so that we didn't

have to invest time in obtaining this

data.”

- Meghan Whaley

Coordinator for John Diaz, MD


TRY IT NOW

Strengthen, Grow and Protect your

practice. Find out what’s happening in

your practice and generate up to 50 new

reviews in the first 60-days.

Questions?

Call 800-267-1228, ext. 4 for more info.

CLICK to get started



Moneyball for plastic surgeons

Business

Transcript of Moneyball for plastic surgeons