BUSINESS
SCRIPTOPEDIA
“WHAT’S IN IT FOR ME?”
EXPLAIN DIAGNOSTIC TECHNOLOGY SO PATIENTS SEE THE PERSONAL VALUE
WHEN you say, we have or use “leading-edge technology,” often times, this phrase translates to patients as greater cost. To change this mindset, explain the personal value, or the “what’s in it for me?” of the technology.
ANSWERING THE VALUE QUESTION
To determine the personal value the patient can expect from your leading-edge technology, work with your entire team to pin down the following:
1. What does the diagnostic technology do?
2. Why is it so important?
3. What is the advantage of the technology for patients?
4. Why do other patients appreciate it?
With the answers to these questions, develop a script that provides reasons for patients to buy-in to the technology.
EXAMPLES
Here are two examples of scripts based on the aforementioned answers; one in the medical eye arena and one in the optical arena. OM
MEDICAL EYE ARENA:
“Donna, it’s not unusual for us to find typical retinal problems in patients’ eyes during examination (<1). And when we find them early, we can often reverse or minimize vision loss. In fact, the most common cause of vision loss for patients older than age 55 is age-related macular degeneration (<2). The reason we choose this device is because it provides the largest field of internal view for Dr. (your name here) to examine and evaluate, in detail, for your very best advantage, and the fee is $___, which is less than a typical co-payment (<3). As a result, other patients aren’t put off by including this image as a baseline in their eye record. Does it make sense for you to have this base-lined and evaluated by Dr. (your name here), too? (<4)”
OPTICAL ARENA:
“Jack, this digital measuring device enables us to give you lenses customized to your vision (<1). Today’s lenses are very sophisticated in their design in order to match the demands we all have on our daily vision; the better you see, the better you feel and the better you perform (<2 and 3). Other patients who felt like you decided to have us craft their eyewear because they live on digital devices all day, every day. They rely on us and precision measurements so they can feel confident about seeing just as they did in the exam room. Would you like me to work within your means so you, too, can have the same level of confidence you’ll see the same with your glasses (<4)?”
MARK HINTON is CEO and president of eYe Facilitate. Email him at mark@eyefacilitate.com, or to comment on this article, visit tinyurl.com/omcomment. |