Effective strategies for keeping your rehab business afloat during a recession. Learn how to prevent cancellations, communicate safety measures, offer telehealth services, continue marketing through online resources, and support your team’s well-being. These tips are tailored for rehab professionals in physical therapy, occupational therapy, and speech therapy to ensure business continuity and enhance patient care during challenging times.
During the past several months, many therapy practices have been hit hard by COVID-19 and the recession, resulting in clinics nationwide shutting down and furloughing of employees due to a significant decline in caseload. At HelloNote, we wanted to help provide the following suggestions to help your healthcare practice to stay afloat during these rapidly and ever-changing times.
1. Prevent an Increase in Cancellations and No-Shows
One of the most immediate consequences of the pandemic and recession has been an increase in patient cancellations and no-shows. As concerns about health and safety continue, many patients are hesitant to visit in-person. However, keeping appointments is vital to maintaining a steady cash flow and patient care continuity. There are several key strategies to reduce cancellations and no-shows effectively.
- Implement a Seamless, User-Friendly Patient Portal: A modern, easy-to-navigate online portal gives patients the ability to easily view their upcoming appointments and reschedule if needed. This system not only empowers patients but also reduces the likelihood of missed appointments by allowing patients to manage their schedules independently. It is crucial that the portal is intuitive and mobile-friendly, as many patients will access it from their phones.
- Automated Appointment Reminders: Sending automated reminders via text, email, or phone calls is a powerful tool to reduce no-shows. These reminders should be personalized to include the patient’s name, appointment date, and time, and sent well in advance. Sending a second reminder 24-48 hours prior to the appointment ensures that it stays top of mind for patients.
- Encourage Advance Scheduling: Encourage your patients to schedule their next appointment before leaving your clinic. This ensures that appointments remain on their calendar and helps maintain a consistent caseload. You could also offer incentives, such as discounted sessions or free educational resources, for patients who commit to a longer-term treatment plan.
- Offer Flexible Scheduling Options: Many patients are juggling work, home life, and new responsibilities during a recession. Offering extended hours, evening, or weekend appointments can accommodate their changing schedules and increase the likelihood that patients will attend their sessions.
2. Communicate the Safety Measures Your Clinic Is Taking
For many patients, safety concerns are a major barrier to attending in-person appointments. In light of ongoing health concerns, patients want to know that the clinic is taking proactive measures to keep them safe. Open communication is essential in this regard.
- Clearly Communicate Your Clinic’s Health Protocols: Outline all the safety measures you’ve put in place, including sanitizing stations, socially distanced seating, masks for both staff and patients, and air filtration systems. Post this information on your website, social media platforms, and within your clinic to ensure that everyone is aware of your efforts. Transparency is key to making patients feel comfortable and reducing their anxiety about visiting the clinic.
- Reassure Patients About Their Health: For patients with pre-existing conditions or a higher risk of contracting illnesses, reassure them that their health is your top priority. Offer flexible appointment options, such as scheduling during lower-traffic hours or reducing the number of patients in the clinic at once. You can also give patients a glimpse into your safety practices by showing behind-the-scenes footage of the clinic’s cleaning and sanitization routines.
- Personalize Communication: Use one-on-one communication to address individual concerns. If a patient expresses hesitation about attending appointments, offer personalized solutions, such as virtual check-ins or rescheduling options. Showing empathy and understanding during this time will build long-term trust with your patients.
3. Start Offering Telehealth Therapy Appointments
Telehealth is no longer a passing trend but a necessary service, especially in times of crisis. Patients are increasingly comfortable with virtual visits, and many prefer the convenience and safety that telehealth offers.
- Invest in HIPAA-Compliant Telehealth Technology: Telehealth services require a reliable and secure platform that complies with HIPAA regulations. EMR systems like HelloNote provide integrated telehealth solutions that allow healthcare providers to conduct virtual therapy sessions while ensuring privacy and security. Offering telehealth services can also provide a competitive advantage by giving patients more options for receiving care.
- Expand Your Reach with Remote Therapy: Offering telehealth opens the door to new patient populations. Patients who live far away, those who cannot travel due to mobility issues, and individuals at high risk of exposure to illnesses can now access your services without leaving their homes. Telehealth also allows you to offer continuous care, even if patients are unable to visit your clinic due to work or personal obligations.
- Ensure Quality Virtual Care: To maintain the integrity of your therapy services, it’s essential to offer the same level of care virtually as you would in person. Prepare your virtual appointments by ensuring you have a stable internet connection, clear audio and visual equipment, and a distraction-free environment. Tailor your sessions to be interactive, using visual aids, exercise demonstrations, and patient engagement tools.
- Provide Clear Instructions for Patients: Many patients may be unfamiliar with telehealth or have concerns about the technology. Provide clear instructions on how to use the telehealth platform, and offer troubleshooting assistance if necessary. This ensures that patients feel confident in using the service, ultimately improving their experience.
4. Continue Marketing Your Practice Through Offering Online Informational Materials
Marketing may seem daunting when budgets are tight, but offering valuable content can be a cost-effective way to keep your practice top of mind while educating your community.
- Create Educational Videos and Articles: With many people working remotely, addressing common issues that people face while sitting at home or working at a desk can help position your practice as a trusted resource. Create content around topics like ergonomic office setups, stretches to relieve neck and back pain, and strategies for preventing repetitive strain injuries.
- Engage on Social Media: Use social media platforms to engage with your patients and community. Post regular updates on your services, share success stories, and provide useful tips. You can also host live webinars or Q&A sessions on topics related to physical therapy, occupational therapy, or speech therapy to engage with potential patients in real-time.
- Offer Free Resources: Offer downloadable resources, such as eBooks, guides, or checklists, that address common patient concerns. This content can provide immediate value while subtly promoting your services. For example, you could create a “Home Stretching Guide” or a “Workplace Ergonomics Checklist.”
- Use Google My Business: Ensure your Google My Business profile is up to date with the latest information about your clinic, services, and safety protocols. This will help your clinic appear in local search results when patients are looking for nearby rehabilitation services.
5. Focus on Your Team, At a Personal Level
Your team is the backbone of your practice. During times of stress and uncertainty, it’s important to take care of your employees just as you would your patients. A happy, well-supported team is key to providing exceptional care to your patients.
- Foster Open Communication: Regularly check in with your staff members, not only about their professional responsibilities but also about their personal well-being. Some may be struggling with mental health due to isolation, family pressures, or financial concerns. Be open to discussing flexible schedules, extra time off, or wellness programs to support your team.
- Provide Mental Health Resources: Mental health is as important as physical health, especially in high-stress environments like healthcare. Provide resources or access to counseling services to help your team manage stress. By fostering a healthy work environment, you’re better equipped to help your patients.
- Encourage a Collaborative Culture: The success of your practice hinges on your team’s ability to work together cohesively. Encourage collaboration, offer training or development opportunities, and recognize achievements to keep morale high.
- Offer Team Incentives: Reward your staff for their hard work with incentives such as bonuses, gift cards, or wellness packages. Recognizing their efforts boosts morale and ensures that they feel appreciated for their contributions.
Conclusion
Conclusion Running a rehabilitation practice during a recession is undoubtedly challenging, but it’s also an opportunity for growth and adaptation. By focusing on patient retention, clear communication, offering telehealth services, continuing to market your practice, and supporting your team, you can navigate these turbulent times successfully. Remember, you have the power to control the things within your reach, and that includes how you engage with and care for both your patients and your team.
At HelloNote, we understand the challenges you face as a rehabilitation provider. That’s why we’ve created integrated EMR and telehealth solutions that streamline clinic management, improve patient care, and ensure your practice remains compliant and secure. Learn more by scheduling a free demo today: HelloNote Demo.