To highlight visibility gaps in the patient journey that contribute to operational chaos and provide actionable metrics to regain control over business operations.
Approach:
Lead → Consult Booking Rate: Measures the effectiveness of converting inquiries into booked consultations.
Consult Show Rate: Tracks the percentage of booked consultations that are attended.
Consult → Surgery Booking Rate: Assesses the conversion of consultations into surgery bookings.
Booking Load vs Throughput: Compares surgeries booked to surgeries performed to identify capacity issues.
Premium Uptake Rate: Evaluates the proportion of premium surgeries among total surgeries performed.
Simple Weekly Payback Multiple: Calculates the return on marketing spend by comparing cash collected to marketing expenses.
Key Findings:
Visibility gaps in patient journey metrics can lead to operational chaos.
Improving specific ratios can enhance clinic profitability without increasing lead generation.
Consistent monitoring of key ratios helps identify and address underlying issues before they escalate.
Interpretation:
Clinics that focus on a small set of key performance ratios can better manage their operations and reduce feelings of chaos.
Limitations:
The approach relies on accurate data collection and reporting.
Improvements in ratios may require time and consistent effort to see significant changes.
Conclusion:
Implementing a structured approach to monitor and improve key ratios can help clinics regain control.
Eric Donnenfeld, MD, FACS explains how technologies to correct astigmatism can dramatically improve patient satisfaction and uncorrected visual acuity.
