When building our new home, the first thing they put down was the foundation. Homes in Texas aren’t built with basements, so pouring a concrete slab seemed like it should’ve been a quick and easy process. But it took two whole weeks while I watched the contractors level, spread tension cables, pour the concrete, and conduct four inspections. I didn’t realize that Texas had such sandy and shifting soil. The proper slab, while not the most glamorous part of my home, was both the most complicated and essential piece. Without it, our beautiful new home wouldn’t be able to stand the test of time.
A hearing clinic is no different. Your business needs a sturdy foundation to withstand the shifting sands of an ever-changing industry. And few things have changed both the industry and business, in general, more than the Coronavirus (COVID-19).
The foundation of a practice’s success is its schedule. It provides the template for growth and helps to drive revenue and profit. The Consult YHN Block Schedule has been the bedrock of practices for over 25 years, and the need now is greater than ever. Although times have certainly changed, our Block Schedule process is both structured and flexible enough to remain a business-standard.
As part of a comprehensive comeback plan, Owners need to:
- Determine the “catch up” goals necessary to recover lost business and hit their revised 2020 financial targets.
- Calculate the number of revenue-generating appointments (or opportunities) required to recover the lost revenue and achieve the full year targets.
- Create the scheduling capacity to best serve customers and reach those goals.
The Block Schedule serves as the visual representation of the structure necessary to make your comeback plan work. Without it, practices risk making an uncertain financial situation even worse.
The Block Scheduling process is time-tested with proven results. The post-COVID-19 customer might have understandable concerns about being in close proximity to others in a waiting room. Practices must be sensitive to these concerns, and work with their Consult YHN Account Manager to determine how to address them.
When it comes to scheduling, below are items you should consider…
As you revise the Block Schedule template…
- Do I need to think differently about the space in my waiting room? How should I schedule appointments to limit social contact?
- Do I need to create different types of appointments to meet the needs of different patients where some are comfortable in my waiting room and some are not? How many onsite appointments do I need? How many virtual ones?
- Do I eliminate walk-in hours to prevent multiple people from showing up at the same time and crowding my waiting room? Or do I leverage technology to conduct virtual walk-in hours and minimize customer overlap?
- Is Telehealth a necessity for my business and my patients right now?
- How long should each appointment be?
When implementing the Block Schedule…
- What does my patient prioritization process need to look like? Where do I place new patients, existing patients, Out of Warranty patients, and repairs? Does everyone on my staff know the importance of each opportunity type?
- Have I set expectations with my staff about having a sense of urgency to fill the opportunities on my schedule?
- Are we using a waiting list to pull appointments forward to fill opportunities and to better serve our patients?
- Should I think differently about having a companion for appointments? Should I require onsite Third Party companions, or should I also consider using video technology such as FaceTime, Zoom, or Google Hangouts?
- How do we minimize no-shows and cancellations? Is my current process for confirming appointments effective?
- Is my front office staff attending Consult YHN teletrainings to sharpen their skills on the Block Scheduling process?
- How can learning and following the Professional Sales Presentation (PSP) allow my providers to effectively use appointment time and maximize the schedule’s potential?
When monitoring the effectiveness of your revised scheduling procedures…
- Am I using the Daily Huddle to monitor staff behaviors and track scheduling outcomes?
At Consult YHN, we’re helping our Associates prepare their schedules to thrive in this new business environment. For many Owners, implementing a Block Schedule may have been uncomfortable or considered unnecessary in the past. But due to COVID-19, many “nice to do” processes are now “must do.”
The most successful practices will be the ones who commit now to making the changes needed for success in the future. Defining and implementing a Block Schedule will help you recover lost business and position your practice for long term success.
Contact your Account Manager to create your Block Schedule today!
About the Author
Kenneth Gregory joined Consult YHN in 2014 and currently serves as a Training Manager in the West Region. He is a retail veteran, having previously worked for such giants as Target, Starbucks, and CVS in multiple leadership roles. Ken rarely puts pen to paper but is always thinking about how to make businesses thrive by leveraging the best asset within their four walls: their people. He works with field staff but is equally comfortable in front of audiology practice employees at all levels. Ken also loves an audience and enjoys being a classroom facilitator. While taking topics like this seriously, Ken likes to laugh at himself on occasion. However, his greatest gift might be his ability to get his three-month-old grandson to laugh.