1. Chair Time Utilisation: We look at your booked hours and work out how much revenue and profi t potential is wasted in unbooked chair time. Because just a 10% change in revenues can deliver a 30% increase in profi ts.

2. Failed To Attend (FTA): We can also see your FTA and cancellation rates and actively work to reduce them. Are there ways to maximise your working hours using simple patient reminder techniques?

3. Top 10 Invoiced Treatments: Typically there are 10 top activities that deliver 75% of your practice’s revenues. We can help you pinpoint your top 10 and, by making even small increases in the number of high margin items and in the pricing of high volume items in that list, deliver big bottom-line improvements.

4. Referral Sources: How well does your referral program work? Does your website give patients the information and functionality they need? Which advertising medium is most effective? Does Yellow Pages work? We’ll help you fi nd out.

5. Gross Earnings Per Hour: We can also show you how much each practitioner is earning per hour and explore what that tells you about your business.

6. Forward Cover On Appointment Book: Do you react in a timely manner if patients cancel? Do you need to focus on recall effectiveness or new patients? See how you can improve your performance.

7. New Patient vs Existing Patient Mix: How many new patients do you need, and how many are you getting? We can help you work towards creating the right balance.

8. Recall Effectiveness: Recalls are the lifeblood of your business and you need to measure and understand what’s working. We’ll reveal how effective your recalls are, whether there are variations between associates and what recall techniques and media work best for you.

9. Payment Plans: We can help work out the value of each patient payment plan. How much do you make per patient? Are there ways for you to increase that sum?

10. Patient Debt: Can you see the extent and nature of patient debt in your practice over 30-, 60-, 90-day periods? Could you be managing debt more effectively?

Customer A
Our practice has been using EXACT^TM for over 5 years and the Partners thought that the THRIVE programme sounded like a great way to get more out of the system, by both improving our team communication and giving us the enthusiasm to achieve the practice’s goals! At the beginning of the programme our recall system was poor with 54% of recalls incomplete. We have now found that by introducing an organised system for tracking patients and by using a combination of text messaging, emails and written reminders, this figure has fallen to under 26%. As we tighten our procedures further this number is gradually being reduced every month, leading to a greater uptake of appointments and a reduction in un-booked surgery time from 27% to 11% in just 4 months. We are two thirds of the way through the six-month THRIVE programme, it’s been interesting, fun and has certainly been beneficial to our practice performance. THRIVE has made the whole practice team more focused and effi cient, coupled with an improved financial performance – good for everyone!

Customer B
THRIVE helped me to understand what information was available in the EXACT^TM system in terms of reports. Using THRIVE we can take these reports and benchmark our performance over a period of months, or even a year, monitoring our KPIs to make sure we are as effi cient as possible. This close analysis and constant monitoring established that we had an issue with FTAs and that we weren’t making our FTA charging policy clear, both internally to the associates and externally to the patients. FTAs were costing us a lot of money but by using the THRIVE data we were able to discuss this with all the associates and front desk staff and emphasise the importance of our FTA charging policy. We were also able to encourage the reception staff to make notes on their system to say they had spoken directly to the patient confirming an appointment. This gives the patient no excuse and consequently if they don’t turn up they will be charged, thereby improving our appointment book and our profitability. The result of our work in this area has been to reduce FTAs by 18 per month, which has also had a positive impact on un-booked surgery time and overall practice efficiency. By undertaking the THRIVE Programme we now use EXACT^TM to its maximum potential which has had a massive impact on our business and has certainly been money well spent.

Customer C
One of the first things identifi ed at our initial THRIVE consultation was we didn’t have a proper recall system in place. Patients were left to make appointments as and when, with some coming back on a regular basis and others leaving it for 2 or 3 years or longer! When we ran the THRIVE report we discovered that 19% of our recalls were incomplete, in other words 19% of recalled patients were failing to re-book; we had made initial contact but hadn’t followed it to its conclusion. Immediately, we set about implementing a more rigorous system whereby patients receive a reminder to book a check-up or hygiene visit, plus an additional reminder text or email is sent out prior to their appointment. All our recalls are now losely monitored and we now only have 13% of patients who don’t respond a figure that continues to improve. Additionally, when we anticipate a quiet period we contact the ‘non-bookers’ again and scoop up even more. Initially THRIVE identified that we had large chunks of unbooked surgery time – 32% in fact on the first report, this was in fact the case and further investigation of the figures showed us that our system for ancelling patients and reallocating appointments was very ineffective. These issues have now been dealt with and our unbooked time is currently running at around 14% – a far more acceptable figure, illustrating that we are using our time far more efficiently.

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