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Referral Tactics Survey Results (May)

Referral Tactics Survey May 2009
1. What percentage of your new patients come from referrals from existing patients?
Answer Options Response Frequency Response Count
0-10% 24.2% 93
11-20% 26.8% 103
21-30% 16.4% 63
31-40% 14.3% 55
More than 41% 18.4% 71
answered question 385
skipped question 3
2. What percentage of your new patients come from referrals from other professionals?
Answer Options Response Frequency Response Count
0-10% 23.1% 89
11-20% 14.8% 57
21-30% 13.5% 52
31-40% 11.2% 43
More than 41% 37.4% 144
answered question 385
skipped question 3
3. What is your practice trend in terms of patient referral marketing?
Answer Options Response Frequency Response Count
I am seeing more patient referrals now than I was a year ago 43.3% 166
No change 45.4% 174
I am seeing fewer referrals now than I was a year ago 11.2% 43
answered question 383
skipped question 5
4. What is your practice trend in terms of professional referral marketing?
Answer Options Response Frequency Response Count
I am seeing more professional referrals now than I was a year ago 34.7% 133
No change 49.3% 189
I am seeing fewer referrals now than I was a year ago 15.9% 61
answered question 383
skipped question 5
   
5. Which patient referral marketing tactics are you currently using? (Please check all that apply)
Answer Options Response Frequency Response Count
Gift/discount certificates 31.5% 103
Scripting requests for referrals for staff 26.0% 85
Scripting requests for referrals for practitioners 32.1% 105
Financial reward programs for patient referrals 11.6% 38
Gift reward programs for patient referrals 21.1% 69
Other (please specify) 34.6% 113
answered question 327
skipped question 61
Other Responses
Saying thanks to pts and professionals; making sure pts know what I do
Leaflet with invitation for free hearing test
Newsletter
Practice liason coordinator
Encourage staff to refer family and friends
Call to referral physicians and NPs.
Written request on receipt for patients
E-mail newsletter
Quality service and treatment
Providing information to referral sources
Quality, personalized care that makes people want to refer their friends.
Hand written thank you note
Aggressive clinic calls
Word of mouth
Increased marketing
Free batteries for a year
Word of mouth regarding quality of service
I don't give out gifts for referrals. Just a sincere appreciation of Thank You
Postcards with short educ fill for primary care physicians
None of these. Word of mouth.
Just Thank you note.
Starbucks coffee cards - keeps us withing Medicaare guidelines
Care and attention during the appointment
Ask patients to tell their MD and friends how we helped them
Kind words to patients that refer to us
Dinners, x-mas gifts, office treats
Pre-made referral forms, script pads, etc.
Asking patients for referrals directly
Patient Informational Folders
Practice representative via Practice Builders
6. Which professional referral marketing tactics are you currently using? (Please check all that apply)
Answer Options Response Frequency Response Count
Defined referral plan with specific steps 21.0% 75
Practice representative who visits other practices 33.3% 119
Thank you letter program 56.9% 203
Professional newsletter program (mailed) 14.6% 52
Professional newsletter program (e-mailed) 11.2% 40
Financial reward programs for patient referrals 6.2% 22
Gift reward programs for patient referrals 12.3% 44
Food program (cookies, muffins, lunches) 24.6% 88
Linked-In or Twitter program 3.6% 13
Other (please specify) 16.8% 60
answered question 357
skipped question 31
Other Responses
Making sure selected professionals know what I do; verbal thanks
Getting the newsletters going now
CME programs
Advertising and presentations to speciality offices, associations, etc. (ex.: PA's, NP's, etc.
Medical reports to all refering physicians.
Wine gifts and organize a study club
Sound Bites Monthly Postcards
Mailers where used last year
Personal visits to offices
Melanoma reminder
Patient and doctor surveys regarding quality of treating therapist
EMR interfaces
Hospital-based marketing campaign of education
Working on getting my own email and twitter/youtube/myspace things going
Just trying to be professional and doing the best I am able to do. We're not selling shoes. We are supposed to doctors being professional.
Telemarketing
Monthly letter to MDs
Market self when patient load is lower
We fax prompt reports to the referring MDs, usually the same day.
Lunch and learn, etc
Physcian Informational Folders
Seminar
Evaluations and progress notes to MDs
7. Have you identified your professional referrers as "A", "B" and "C" levels?
Answer Options Response Frequency Response Count
Yes 24.6% 95
No 75.4% 291
answered question 386
skipped question 2
8. If your practice employs a Practice Representative, how often does he/she visit a single key referring practice? (Please check one)
Answer Options Response Frequency Response Count
Weekly 8.4% 21
Bi-weekly 3.6% 9
Monthly 18.4% 46
Bi-monthly 7.6% 19
Quarterly 14.8% 37
Twice a year 5.2% 13
Once a year 5.6% 14
Other (please specify) 36.4% 91
answered question 250
skipped question 138
Other Responses
As needed
Depends on the needs of that practice.
Not started yet
Never- write and request referrals
At least quarterly, can be monthly depending upon if they call and need more referral pads, etc.
I do the visiting myself at least once or twice yearly
I personally email and keep in touch with all my referral sources.
Less than once a year
Varies
All referrals are from practice quality
We don't currently employ a practice rep...it is the PTs + owners that take care of this
As needed depending on referral patterns
9. If your practice employs a Practice Representative, how are they incentivized?
Answer Options Response Frequency Response Count
Salary only 34.5% 77
Salary plus bonus 23.3% 52
Salary plus percentage of increased revenue 7.2% 16
Other (please specify) 35.0% 78
answered question 223
skipped question 165
Other Responses
I used other practice's representative.
Married to her
It is me, and I receive a salary
BONUS ONLY
Use suitable current staff
Practice Representative is partial owner of practice
Owner is practice rep & dispenser
Salary plus amount for referrals over historical norm
We have annual raises, and other benefits
Reimbursed for travel expenses
Hourly
10. If your practice does not employ a Practice Representative, why?
Answer Options Response Frequency Response Count
Receive enough referrals without the effort 29.2% 73
Can't afford it 27.6% 69
Not allowed in my state 1.6% 4
Not familiar with/don't know how to hire a Practice Representative 24.8% 62
Other (please specify) 16.8% 42
answered question 250
skipped question 138
Other Responses
Plan on implementing shortly
We have other current employees do it occasionally
I do this myself.
Not in my plans yet
We are a private clinic with guidelines to qualify.
Prefer face-to-face contact with referral sources
Not necessary. I personally perform these tasks
Haven't implemented
We receive enough referrals, however our practice rep is the doctors and our marketing person in different venues.
not allowed at my facility
I am a general practitioner. The specialists usually get their referral from general dentists. I also provide many specialty work, therefore don't use specialists very often.
Our practice fully booked.
just now at the point I am looking to hire one.
Each Senior PT from our clinics acts as their own PR.
Not sure it would generate enough traffic to justify it.
manager's duties include being practice rep.
We have a 4 month waiting list, we do not need more patients.
not allowed by our health system
Searching for one now
Pending.
Inadequate staff numbers
office manager does this job
Never really considered it, but know it has not worked as well for others as they expected
11. How often does your staff request referrals from patients?
Answer Options Response Frequency Response Count
Never ask 51.3% 196
Ask up to 30% of the time 27.5% 105
Ask 31%-50% of the time 7.6% 29
Ask 51%-75% of the time 3.1% 12
Consistently ask for referrals 10.5% 40
answered question 382
skipped question 6
12. How often do the practitioners request referrals from patients?
Answer Options Response Frequency Response Count
Never ask 50.4% 191
Ask up to 30% of the time 25.9% 98
Ask 31%-50% of the time 7.1% 27
Ask 51%-75% of the time 5.0% 19
Consistently ask for referrals 11.6% 44
answered question 379
skipped question 9
13. If you do not ask for referrals from patients, why?
Answer Options Response Frequency Response Count
I think it's unprofessional 43.7% 108
I don't need to 18.6% 46
I had a bad experience 2.0% 5
I don't want to 9.3% 23
Other (please specify) 26.3% 65
answered question 247
skipped question 141
Other Responses
I am pushing for this practice to happen....
Assumed if they were happy they would refer
They have been taught but I think they are uncomfortable, think it's not their job, and may think it's unprofessional too.
It's a hard conversation to start
Uncomfortable sometimes - just need to start getting use to it
We do it in writing
Do not think to do it
Don't always have time/remember
I mention it in conversation
Never really thought about it
Staff uncomfortable with asking
Just started a staff training program with incentives for new referred patients
It makes me uncomfortable
Referral only practice
Unprofessional and not needed
Don't know how request that info from patients
Don't have a mechanism for doing it regularly.
I do - but I do not have any staff (one practitioner office)
Staff does not feel comfortable
Time- I let the staff discuss the rewards program for referrals
Didn't think of it until now!
Forget/revisit training needed
If they are happy, they will tell friends
We encourage if patient reports being very pleased and often at or near discharge
We need to work on this
Need to teach staff
14. What type of practice do you have?
Answer Options Response Frequency Response Count
Allergist 1.3% 5
Anesthesiologist 0.0% 0
Audiologist 11.5% 44
Bariatrician 0.3% 1
Cardiologist 0.8% 3
Chiropractor 3.4% 13
General Dentist 3.6% 14
Dermatologist 1.0% 4
Endodontist 0.3% 1
ENT 2.1% 8
Family Practitioner 3.4% 13
Gastroenterologist 0.5% 2
General Practitioner 1.6% 6
General Surgeon 0.8% 3
Hearing Specialist 4.4% 17
Neurologist 0.5% 2
OB/GYN 2.9% 11
Ophthalmologist 0.0% 0
Orthodontist 11.5% 44
Orthopedic Surgeon 1.3% 5
Pain Management Specialist 0.5% 2
Periodontist 0.3% 1
Physiatrist 0.0% 0
Physical Therapist 10.9% 42
Plastic Surgeon 4.9% 19
Podiatrist 1.6% 6
Pulmonologist 1.8% 7
Radiation Oncologist 0.3% 1
Radiologist 6.5% 25
Sleep Medicine 5.5% 21
Urologist 0.0% 0
Veterinarian 0.3% 1
Other (please specify) 16.4% 63
answered question 384
skipped question 4
Other Responses
Cosmetic surgeon
General Medicine Pediatrics
Geriatric
Hearing Aid Dispenser with lab
Home Care
Imaging center
Infectious Diseases including HIV Medicine
Infertility
Integrative Medicine
Internal Medicine
Maternal Fetal Medicine
Multispecialty
Neurology and Sleep
Occupational Therapy
Oncology/Hematology
Optometrist
Oral and Maxillofacial Surgeon
Pathologist
Pediatric neurologist
Pediatrics
PET/CT and Diagnostic CT
Prevention and Wellness
Prosthodontist
Pulmonary/Sleep
Sports medicine
15. Your age is:
Answer Options Response Frequency Response Count
30-35 13.1% 49
36-40 14.9% 56
41-45 12.3% 46
46-50 14.1% 53
51-55 20.3% 76
56-60 12.8% 48
61-65 8.5% 32
Over 65 4.0% 15
answered question 375
skipped question 13