This article was originally published in a sponsored newsletter.
Now is a great time to take a fresh look at your practice's systems and vendor relationships. By assessing these core areas, you can uncover potential for increased efficiency, reduced costs and better patient outcomes. Consider it a New Year’s check-up to set the stage for a smooth, profitable year ahead.
1. Analyze Vendor Costs—Especially Shipping
If you haven’t reviewed vendor shipping charges in a while, you might be surprised by how they add up. Start by creating a list of all vendors and their shipping rates, then ask yourself:
- Can I consolidate orders to reduce frequency and save on shipping? We’ve done this for specialty lenses in my practice and it saves without sacrificing patient experience.
- Am I paying for expedited shipping unnecessarily? You need to train staff on how and when expedited shipping should or could happen, but it shouldn’t be an option that they select normally. And no, the patient who forgot to order contact lenses, is completely out and has a pair of back up glasses is not an emergency.
- Are there opportunities to negotiate for lower rates based on order volume? You won’t know until you check, but it is always worth asking your optical labs and other vendors what your options are.
Taking these steps can yield significant savings that can then be invested back into the practice or passed on to your patients.
Goal: Set a target to reduce shipping expenses by a specific percentage (see section 4 of this article for my suggestion!). Track these expenses quarterly, and adjust vendor strategies as needed.
2. Streamline Patient Follow-Up & Order Review
Patient follow-up and order reviews are essential for a seamless patient experience. Patients expect timely delivery of eyewear and contacts, and they appreciate clear communication, but with a busy office, it’s easy for order follow-ups to fall through the cracks. Review your current process by asking these questions:
- How are staff members tracking patient orders?
- Is there a clear timeline for follow-up after an order is placed?
- Are there frequent communication issues with certain vendors?
Ensuring orders are placed, received and dispensed without delay improves patient satisfaction and retention. Assign key staff member(s) to oversee follow-up and order tracking, or consider software solutions that offer automated reminders. For example, the virtual assistants in my practice have been instrumental in this process. We also use task reminders from our EHR to follow up and not lose track of orders, as well as reports to help us verify that orders have been placed and dispensed.
Goal: Implement a checklist or digital tracking system for orders to improve order accuracy and decrease time to delivery. Measure your progress monthly by tracking patient feedback and order fulfillment timelines. See section 4 below for my suggestion of an achievable goal.
3. Improve Recall and Appointment Verification
Recall and appointment verification is a critical area to address as part of your New Year review. Assess how your staff handles patient recalls and filling appointment slots:
- Is your staff proactively filling last-minute cancellations? How are they doing so?
- Are you using all available tools, such as automated reminders, to confirm appointments?
- How effective is your recall system in bringing back patients on schedule?
A proactive approach to filling empty slots not only maximizes revenue but also ensures patients maintain ocular health and have all options available to stay visually comfortable. Consider implementing automated messaging systems that can send timely reminders and increase appointment confirmations. With recall, establish a clear schedule for contacting patients who are due or overdue for exams.
Goal: Set a monthly target for filled appointment slots and aim to improve appointment confirmations by a set percentage (I suggest this percentage in the next section). Encourage staff to note the effectiveness of each recall method so you can adjust and improve as needed.
4. Set Clear, Achievable Goals
As you review each area, set measurable goals for the year ahead. Goals should be specific and achievable, such as:
- Reduce vendor costs by 10%
- Improve order tracking to achieve 95% on-time delivery
- Increase appointment confirmations by 15%
- Fill 85% of last-minute cancellations with standby patients
Encourage your team to be part of the goal-setting process. Involving them creates accountability and helps them feel invested in achieving these goals. Check progress quarterly, and adjust strategies as needed to keep moving forward.
Wrapping Up
A structured review and clear goals are a powerful way to start the new year. By fine-tuning your office systems and ensuring you’re getting the most from your vendor relationships, you’re setting your practice up for a year of growth and efficiency. Make this New Year’s review an annual habit, and watch as small improvements yield big results.
