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It Pays to Increase
Your Hospice’s
It Pays to Increase
Your Hospice’s
p
Conversion Rate
p
Conversion Rate
Beth Carpenter, President Barbara Gray Senior Consultant Barbara Gray, Senior Consultant Lynn Serra, Senior Consultant
Desired Outcome
An admissions process that captures every appropriate referral:
as quickly as possible
with the greatest comfort possible for the patient, family, physician, and
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p , y, p y , referral source
using consistent standards at every level
Today’s Objectives
1 Identify what data to gather in order to paint a complete picture of a hospice’s referral conversion rate
2 Analyze the data to determine how the conversion rate is impacted by internal
d t l f t
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and external factors
3 Investigate 5 potential solutions to address specific conversion rate weaknesses
Objective 1:
Identify what data to gather to paint a
complete picture of the conversion rate
complete picture of the conversion rate
A. Get a picture of the current referral conversion rate
B. Set realistic conversion rate goals C. To sharpen the focus, refine the data
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p ,
search
Objective 1: Identify what data to gather to paint a complete picture of the conversion rate
A Get a picture of the current referral
A. Get a picture of the current referral
conversion rate
1) Define terms
2) Review historical statistics and trends
Objective 1: Identify what data to gather to paint a complete picture of the conversion rate
B. To sharpen the focus, refine the data
search
1) Strategies for data gathering
2) Conclusions that might become more
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2) Conclusions that might become more apparent
Objective 1: Identify what data to gather to paint a complete picture of the conversion rate
C. Set realistic conversion rate goals
1) Organization-wide targets
2)Targets for specific departments
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2)Targets for specific departments and/or individual positions/people
Objective 2:
Analyze the data to determine the impact
of internal and external factors
of internal and external factors
A. Determine what the real problems are before fixing the wrong ones
B. Make NTUC analysis a hospice leadership team priority
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C. Track and trend to discover patterns
Objective 2. Analyze the data to determine the impact of internal and external factors
A. Determine what the real problems are
before fixing the wrong ones
1) Implement direct supervisor involvement in the NTUC processp
2) Review NTUC statistics daily and weekly 3) Go for the “low hanging fruit”
Objective 2. Analyze the data to determine the impact of internal and external factors
B. Make NTUC analysis a hospice
leadership team priority
1) Conduct weekly NTUC review in leadership team meeting
2) Use a consistent agenda and process
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3) “Fact finding” with a positive approach! 4) Goal: Improve the process by identifying
real issues
Objective 2: Analyze the date to determine the impact of internal and external factors
C. Track and trend to discover patterns
1) Pinpoint internal decision makers who may be stopping an admission
2) Review “decision tree” to determine
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)
Objective 3:
Investigate 5 potential solutions that
address specific conversion rate
address specific conversion rate
weaknesses
A. Fix any process problems
B. Be available when the patients are ready to decide
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C. Be consistent in the presentation of information and responses to common questions
Objective 3:
Investigate 5 potential solutions that
address specific conversion rate
address specific conversion rate
weaknesses
D. Find ways to say “YES” E. Increase service levels
Objective 3: Investigate 5 potential solutions that address specific conversion rate weaknesses
A. Fix any process problems
1) Map current workflows
2) Map new workflows where improvements can be gained
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g
3) Rethink, reinvent, reinvest to maximize flow of referrals and ease of admits
Objective 3: Investigate potential 5 solutions that address specific conversion rate weaknesses
B. Be available when the patients are
ready to decide
1) Create schedules that enable greatest availability during peak customer need 2) Stagger Coordinator and Admission Nurse
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schedules to have experienced admissions staff available at all times
Objective 3: Investigate 5 potential solutions that address specific conversion rate weaknesses
C. Be consistent in the presentation of
information and responses to questions
1) Use scripts for Coordinators and Nurses 2) Give and reinforce consistent messages 3) Train others who do presentations to
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3) Train others who do presentations to patients and families
4) Use visuals as well as words
Objective 3: Investigate 5 potential solutions that address specific conversion rate weaknesses
D. Find ways to say “YES”
1) Emphasize the goal—to admit the patient 2) Eliminate as many of these internal rules
as possible: “We never do/take..”p
3) Go up one level in the organization before saying “NO” to the customer
Objective 3: Investigate 5 solutions that address specific conversion rate weaknesses
E. Increase service levels
1) Know what families and referral sources are really buying when they choose one hospice over another
2) Listen for unmet needs
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3) Evaluate the risks/rewards of expanding your capabilities
Can you now:
1 Identify what data to gather in order to paint a complete picture of your
hospice’s referral conversion rate? 2 Analyze the data to determine how
conversion rate is impacted by internal d t l f t ?
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and external factors?
3 Consider incorporating at least one new idea that will address your hospice’s specific conversion rate weaknesses?
Some final thoughts:
All NTUCs are not created equal
Your data will direct you
You can improve your conversion rate
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Thank you for being with us!
For information about Beth Carpenter and Associates,
call us at847-382-1035, or visit our website
www.bethcarpenterandassociates.com
For additional information about this presentation, email Barbara Gray at
bgray@bethcarpenterandassociates com [email protected]
