Done and Dusted: Pro Tips on Spring Cleaning Your Practice

Spring has sprung, and that means it’s time to channel your practices’ inner Marie Kondo and get rid of any and all clutter. Where should you start? Our practice management pros share their tips on spring cleaning your practice to get ready for an even more productive summer and Fall.

Don’t Get Stuck in a Time Warp

Some practices resist adding new technology, services, and equipment that could make everyone’s job easier. A clean, modern facility drives a more efficient patient experience which is one of the top keys to success. Anything you can do to make your practice run more efficiently and improve the vibe can be a huge step up.

The purpose of technology is to improve your processes and offer new services. Becoming faster and more efficient has a strong effect on patients and visitors. An outdated office with antiquated systems can take a toll on your patients and staff.

Even subtle changes can help to improve morale so that your team will be happier to come to work. For example, automation upgrades in the form of desktop computers, updated software, forms, imagery throughout the office, modern lab coats, perks like snacks and Starbucks can make a big difference in the way they feel about their jobs.

If your practice isn’t getting the steady stream of new aesthetic patients that you feel it should be reaching, take a fresh look at your branding and key messages. This includes everything from the logo, fonts, color palette, graphics, patient materials, and forms, artwork on display, and your practice marketing strategies.

An unappealing practice image may imply that you don’t care about its appearance, or that you don’t really have an aesthetic eye. If your practice is not up to snuff, it’s time to set aside some funds to bring it into 2023.

Most aesthetic practices will agree that they are seeing more patients from these three growing groups. Millennials are the largest generation group so if you are not catering to them, you are missing out on a powerful demographic. They tend to seek reasonable pricing, credit options like Care Credit and Klarna, loyalty and membership plans, plus a trendy, appealing aesthetic that reflects their values. They are most likely to be impressed with a spa-like facility with all the bells and whistles. Men have surely come around more post-pandemic and there are special tactics to consider to make them feel comfortable so they will keep coming back. A big plus is that they tend to be more loyal. Gen Z members are the highest users of cell phones and the youngest generation to consider for now. Text messaging is essential to reach this up-and-coming audience.

Spring to your Defense

Spring usually conjures up visions of new beginnings and flowering opportunities. This spring, however, there is likely to be a negative trend focusing on patient complaints and requests for refunds.

The current trends this spring are likely to be:

• Complaints of dissatisfaction with services
• Complaints of injury
• Threats to post negative reviews on social media
• Threats to charge back credit cards

So how should you respond? What do you need to defend such claims? First and foremost, and although it is not always, avoid treating patients who are likely to complain. These are typically patients who refuse to have their photographs taken or provide identification and have unrealistic expectations.

Before treating any patient, have the following in place:

• Financial Intake Form that requests the patient’s Social Security Number and address as well as a copy of their driver’s license
• A Refund/Cancellation Policy that is acknowledged by the patient; this will assist in any credit card chargeback dispute
• Consent for treatment and consent for photographs

If a patient complains after treatment, try to de-escalate the situation. Being empathetic is the best initial approach, but don’t ever admit or speculate as to liability. Most often patients are looking for a refund or they will threaten to post a negative review. Document the refund request, the basis of the request, what has been offered to the patient, and the patient’s acceptance or refusal of the offer in their record. Do not document this in the medical record interactions with your liability insurance representatives or your attorney.

While granting a refund may seem to be a quick and easy solution, it is not always the best option. Refunds and reimbursements do not guarantee closure of the issue especially if you do not have the proper release agreement signed prior to refunding the money. Before issuing any refunds, a General Release/NonDisparagement/Confidentiality agreement must be signed by the patient. Also, it is imperative to check with your state’s licensing board to determine if refunding the money will trigger reporting to the national data bank.

Practitioners need to start taking a stand against being threatened by negative reviews. Patients are using this threat to get free services. This spring, create clear policies, make sure you are documenting all patient communications and financials, and do not refund any money without the patient signing a General Release/Non-Disparagement/Confidentiality Agreement.

Spring Cleaning Checklist for Your Practice

It’s that time of year when we need to clean house.

So, what do you need to clean up this time and how should you discard unneeded items?

Your laser equipment and old technology graveyard. These items don’t generate any significant revenue but do take up valuable storage space and create an eyesore.

SOLUTION: Sell it or donate it.

Your medical supply closet. Check the expiration dates on the meds and sterile supplies.

SOLUTION:Dispose of all expired items in the proper manner. Never dispose of ANY medications without knowing the proper methods of disposal. You can also donate them to countries in need. Your county medical society may be able to assist you.

Your coat closet. You likely thought you would repurpose old scrubs for your next employee, but they are probably still sitting in the closet.

SOLUTION: Donate them or throw them out.

Your staff. Presenteeism is at an all-time high. Make sure everyone on your team is up to task.

SOLUTION: Only keep those who will assist you in driving your business to the next level.