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October Interview: Drewcilla Hall
Greenly: What were some of the immediate
benefits you noticed using ReminderPro??
Hall: Freed up time! We see 90 patients per day
and it typically took 3 hours trying to phone and confirm those
appointments. Also, once patients had our assistant, Rosemary on the
phone, they would occasionally start asking questions - taking up even
more of her time.
Greenly: How many reminder calls do you average per day?
Hall: We see 90 patients per day so we average 80-90 reminder calls.
Greenly: How has ReminderPro affected your no-show rate?
Hall: We are now able to reach our patients'
everyday where as previously, if we were understaffed, calls would not
be made. This directly effected the number of appointments that would be
missed the following day. We would generally average around 10 no shows
per day with an average billing per patient per hour being $75.00. This
cost us upwards of $750 per day in cancellations alone!
Greenly: What other effects have you experienced
by using ReminderPro to contact patients?
Hall: In the event a patient has to cancel, we
now have sometimes up to 2 days advance
warning and can therefore reschedule the hour. Additionally, we charge a
flat $25.00 fee for cancellations with less than 24 hours notice -- we
can now legally document this. Finally, ReminderPro will pick up any
human errors in scheduling by allowing the patient to report back by
voicemail that "Suzy Brown has an appointment with Dr. Jones and not Dr.
Smith".
Greenly: Was the system easy to install and use?
Hall: Yes. Fox Meadows did the installation and
pre-configuration and it went very smoothly. The technician who actually
sets up the daily calls in ReminderPro, reports it was easy to learn and
takes only a few minutes per day to set up.
Greenly: Did you have any concerns about it
before installing a calling system?
Hall: Yes. We had not previously been using any
software for our scheduling and calling and I had been extremely
skeptical about it. I was confident only in the guarantee that we could
get our money back if we were unhappy with the system.
Greenly: And how do you feel about ReminderPro
now?
Hall: We are very pleased and so are our
patients. They report being automatically
reminded of their appointments in our technician's familiar voice, has
been a positive experience for them.
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