Extra Pass Questions

Question 1

We use an auto remind tool (confirmation reminder):

Answer 1

What’s the name of the company?

Is it text based, email, or robo call?
Is there a reason you’re not using text?

Are you in contract with them?

How long is the contract?

Question 2

(No WL) on avg how far out?

Answer 2

So granted it depends on the provider, but on average, about how far out are your patients being booked for an appointment?

Question 3

(No WL) no value in backfilling?

Answer 3

Do you not see value in backfilling cancellations or is there another reason?

Question 4

(No WL) been discussions?

Answer 4

Have there been discussions about maintaining a waitlist?

Question 5

(No WL) ever considered?

Answer 5

Have you considered using a waitlist?

Question 6

(No WL) considered automating?

Answer 6

Have you considered automating a waitlist?

Question 7

(No WL) currently fill in?

Answer 7

How do you currently fill in cancelled appointments?

Question 8

(No WL) call down a waitlist?

Answer 8

When a patient cancels, does your staff need to call down a waitlist to fill that opening?

Question 9

(WL) Capacity?

Answer 9

Do you run at capacity?

Question 10

(yes, we run at capacity)

Answer 10

So you’re usually booked out all day?

Question 11

(no, we don’t run at capacity. We have no shows)

Answer 11

So in the event the patient is thoughtful enough to call you ahead of time to let you know they’re cancelling, how does your staff backfill that opening in the calendar?

Question 12

(No WL) considered automating - backfilling?

Answer 12

Can you imagine what it would look like to automate the entire process of back filling cancellations in real time?

Question 13

(yes, booked out all day)

Answer 13

Do you do same day appts?

Question 14

You need to talk to IT:

Answer 14

Typically the best contact has more of an understanding of the daily operations at the practice - does IT typically evaluate patient engagement software as it pertains to workflow at the practice or is there a better contact?

Question 15

(We call manually) reason not auto?

Answer 15

Is there a reason you’re not automating that?

Question 16

(We call manually) ever convo with drs?

Answer 16

Have you ever had a conversation with the doctors about automation?

Question 17

(We call manually) discussions about auto?

Answer 17

Have there been discussions about automating confirmations?

Question 18

(We call manually) think drs invest in auto?

Answer 18

Do you think the doctors would invest in something that automates confirmations?

Question 19

(I’m DM) depending on cost:

Answer 19

How much are you allowed to approve when it comes to software?

(listen)

Seeing that our program will need additional approval if you see value, let’s set up a conference call so that feature functions aren’t lost in translation.

Question 20

Part of a larger Corp?

Answer 20

Are you private and just affiliated with (corp) or are you owned by (corp)?

Question 21

Patient Recall?

Answer 21

What do you do to recall patients you haven’t seen in 6 months?

Question 22

Clinic Volume?

Answer 22

What capacity are you running at?

Question 23

(We Schedule Referrals) How?

Answer 23

How does your staff currently schedule referrals?

Question 24

(Determine Workflow) Services… referral based?

Answer 24

I notice you offer a lot of different services… Are any of those referral based where you’re receiving referrals from outside physicians?

(yes)

Are you manually calling any of them to set the appt?

Question 25

(No WL) ballpark…on avg how far out?

Answer 25

I'm sure it varies on provider, but can you give me a ball park on average about how far out your patients being booked out to see a doctor?

Question 26

(We Schedule Referrals) Standard process?

Answer 26

Do you have a fairly standard process, where you get the referral and then someone from your staff manually calls the patient to get them scheduled?

Question 27

(WL) proactively backfill?

Answer 27

Does your staff proactively try to backfill those availabilities?

Question 28

(WL) say the patient's kind enough to let you know

Answer 28

So let's say the patient's kind enough to let you know they're not gonna come in tomorrow… they cancel out their appointment. Do you guys try to proactively backfill that vacancy?

Question 29

We're booked out # months:

Answer 29

Oh wow, so if I call in right now I'm not gonna get an appt till about (future month)?