Many optometry practices rely on automated reminder emails and text messages to bring their patients back to the practice for routine follow ups. But one marketing agency is having success in helping optometrists increase recall rates through telephone reminders. In this post I share my interview with Fatin Tobia, Director of Eye2Eye Marketing.
Q. How did the concept of Eye2Eye Marketing 360 come about, and what inspired you to focus specifically on phone recalls for optometrists?
A. The idea behind eye2eye marketing 360 came to me when we realised the untapped potential in reconnecting with patients for optometrists. Having a background in the industry, we saw that personalised communication was key to bringing patients back into practices. The decision to focus on phone recalls was inspired by the undeniable success we experienced firsthand through our own optometry practices– it’s a personal touch that goes a long way in healthcare.
Q. You mention that phone recalls have proven to be the most successful method for re-engaging patients. Can you share some statistics or case studies to back this up?
A. Absolutely! Our success stories speak for themselves. On average, we’ve seen a 30% increase in patient re-engagement through phone recalls compared to other methods. One case study involved a practice that saw a 40% boost in appointments within just three months of implementing our service. These results showcase the power of direct, personal communication.
Q. With the rise of digital communication, why do you believe that direct phone contact is still the most effective way of recalling patients?
A. While digital communication has its merits, direct phone contact remains unparalleled for several reasons. It adds a human touch, allows for immediate interaction, and captures the patient’s full attention. In the realm of healthcare, especially eye care, a personal connection is crucial, and that’s what sets phone recalls apart in today’s digital age. Moreover, SMS remains the most susceptible method to scams, leading consumers to steer clear of this option, particularly when it involves a hyperlink, potentially for an online booking.
Q. Your website mentions the importance of aligning with a company philosophy when choosing a voice recall provider. Can you elaborate on the philosophy of eye2eye marketing 360?
A. Our philosophy revolves around the belief that each patient is unique and deserves a personalised approach to healthcare. We prioritise building trust and establishing a genuine connection with patients. Our aim is to not just recall them but to make them feel valued and cared for, aligning with the core principles of ethical patient engagement.
Q. How does your team ensure the balance between being persistent and not coming off as overly aggressive when making phone recalls?
A. Striking the right balance is an art. Our team undergoes extensive training to ensure persistence without crossing into aggression. We tailor our approach based on individual patient preferences, respecting their time and privacy. It’s about finding that sweet spot between reminding and respecting boundaries.
Q. How do you ensure the security of patient data, and what measures are in place to safeguard this information?
A. Patient data security is non-negotiable. We employ industry-standard encryption protocols, regular security audits, and strict access controls. We only request minimal data from practices, including patient name, mobile and patient ref number, all data saved in the cloud. Our team is committed to upholding the highest standards of data protection, ensuring that patient information is safeguarded at every step.
Q. Are there specific demographics or age groups that respond particularly well to phone recalls?
A. Interestingly, phone recalls resonate well across demographics. While older age groups appreciate the personal touch, younger patients also value the direct communication. It’s less about age and more about the individual’s preference for a genuine connection, which spans across diverse demographic groups.
Q. What advice would you give to optometrists who are still reliant on traditional recall methods and are hesitant to try phone recalls?
A. For optometrists hesitant to try phone recalls, my advice would be to embrace the power of personalised communication. It’s not about abandoning traditional methods but enhancing them. Start small, measure the impact, and witness the positive change in patient re-engagement. The results will speak for themselves, and the transition will feel natural as you see the difference it makes in patient relationships and practice growth.
To find out more about the innovative service that Fatin’s team can offer your optometry practice, get in touch with Eye2Eye Marketing through their website OR call their office on (61) 02 9371 5002.