Our Services
Our service offerings are split into two groups; Foundational and Advanced. Foundational offerings, many of which are described below, are ones that nearly every practice can benefit from and help to drive capture rates, revenue per patient, build strong team training and morale and serve to improve Patient Experience. Advanced training options are more highly customized for the needs of each individual practice and can be built for your specific needs.
Personality Profiles:
Knowing Yourself and Others to Enhance Communication and Connection
This fun, interactive and engaging training will allow participants to better understand their personality type, how to quickly assess others’ personality types, and best of all, how to adapt to enhance engagement and communication with others based on their personality type.
Change Management:
Being Intentional About the Change Plans to Put in Place within the Practice
When you decide to add a new line of service or product offering within your practice, having a deliberate change plan to make the most of that new offering is critical. This program customizes that change plan by role within the practice. It ensures that all relevant roles are involved, and that no one role is overburdened in the process. All designed to create a successful outcome.
Going Beyond the “Chief Complaint”:
A Holistic Approach to Patient Engagement
Superior customer service and patient loyalty can be achieved through strategic anticipation of patient needs. Targeting use of this strategy may increase re-appoints and even elevated use of practice services and goods simply by looking beyond the chief complaint or the stated reason for today’s appointment. By going beyond responding to patients and into anticipating their future needs, you’ll build “customer-for-life” relationships with your patients.
Elevate Understanding, Adherence and Satisfaction:
Creating Effective Communication Techniques with your Patients
We will introduce a short list of validated steps to enhance patient communication and develop ways to use a subset of these within your practice to ensure patients are educated, on board with and an active part of their own care team. This session will ensure that you and your team are not merely going through the motions of communication, but are sincerely owning the outcomes of discussion with patients.
Patient Journey by Design:
Building the Blueprint for an Efficient Patient Journey to Accomplish Specific Goals
Whatever your practice goal, you can build a patient journey that is both specific to achieving that goal and highly satisfying to patients and staff. In this training, we’ll make you and your team a part of creating that journey and putting it into practice. Through team exercises and some fun role-playing sessions, we will build, test and make these modifications to move toward the “new normal” within your practice that get the results you desire and deserve.
Unleashing the Passion and Power of Your Why:
This training program can apply to everyone in your practice. It enables them to go through a self-discovery process as to what they are really passionate about and how to bring that passion - that “WHY” into their daily role within the practice. If you are looking to build culture, to motivate your team and to get them to show up differently day after day, using these techniques may fundamentally change your practice's DNA for the better.
Making it Personal:
Creating a Patient Experience They’ll Love to Share with Others
Efficiently engage your patients to better understand their best desired outcomes and what motivates them. Customize your recommendations to account for both clinical and lifestyle news creating exceptional patient experience, broader treatment solutions and referrals from delighted patients.
Emotional Intelligence:
Taking Control of Emotionally Charged Discussions to Drive a Positive Outcome
Patients, peers and staff can become emotionally triggered by circumstances or conversations we have with them. Understanding the cascade of an emotional highjack and how to not only recognize, but diffuse these situations using established tools and models to get the conversation back on course if essential to all of us in the various interactions we may have throughout the day.. This training is useful with patients, with peers, with office staff and frankly, for everyday life.
Getting Major League Results with Patient Pay Goods and Services:
In today’s healthcare environment, more and more of the healthcare dollar is being paid by the patient themselves. In this session, we’ll incorporate tools to educate the patient to make an informed decision about how they spend their healthcare dollar. Many times, the goods and services you believe in the most, are not covered by 3rd party payers, so we have to give the patient the necessary information to make these decisions outside of their insurance coverage. These decisions often go well beyond the clinical and also apply to lifestyle needs and goals. We’ll show you how to identify and incorporate those into your patient discussions. Even modest increases of 10% or 20% better than you are today can have a huge impact to your practice’s bottom line.
Why Should Patients Choose You?
Can you and your team clearly articulate why patients should choose your practice or why patients should purchase goods and services from your practice? Our team can help you to build that value proposition and through a lunch time workshop, train your entire team on how to educate patients on the wonderful reasons why they should continue to call your practice home and purchase relevant goods and services from you. Don’t let patients walk away with business you have earned.
The Results
“I was incredibly impressed with the way Dwayne led our team building workshop. His ability to facilitate discussions and steer everyone towards alignment was truly remarkable. (He) was able to help us cast a clear vision for our business priorities and helped us to articulate how individual roles fit within that vision. The workshop was a valuable experience that created a strong sense of camaraderie and teamwork among our staff.”
-Ben Seals, CEO, Thomas Eye Group
