Categories
Medical Marketing Telemedicine

How to market telehealth services

The beautiful thing about telemedicine is that it doesn’t have any boundaries around office locations (unlike the services you offer at your offices, telehealth can be delivered to anyone residing far away from your locations as well).

Offering telehealth services is just the first step of creating a line of business around telemedicine. As with any other service offering, you need to have a plan around generating new patient appointments, retaining patients and generating more revenues via recalls etc. i.e. the same medical marketing rules apply here.

The beautiful thing about telemedicine is that it doesn’t have any boundaries around office locations (unlike the services you offer at your offices, telehealth can be delivered to anyone residing far away from your locations as well).

You have to take a few steps towards marketing your new service offering:

  1. Add telemedicine as a service offering on your website
  2. Send a fax or email to ALL the providers in your city letting them know about your services
  3. Send a personalized fax to all your referring provider partners letting them know that you are available to service their patients
  4. Advertise on Facebook and Google.
  5. Do regular posts on Google My Business around telemedicine
  6. Start community outreach initiatives via the phone or postal mail to all zip codes that you can afford to do outreach to.
  7. Start calling patients that had cancelled in the recent past
  8. Start calling patients with future appointments to see if they would be better served by staying at home and offer them telehealth services

You either need a rock solid front desk staff of your own or you need a medical call center team by your side. For paid marketing ads, you need a solid medical marketing team.

Which patients to call for telemedicine services

  1. Patients that your office canceled recently (e.g. since March/COVID lockdown)
  2. Patients with upcoming appointments
  3. Community outreach to prospective patients

How to find patients to call

Hopefully you use a healthcare CRM as this becomes very easy to do if you use one. If you do not use one, then login to your EMR and search/filter for patients that had appointments within a specific date range of your choice (e.g. March 16th 2020 through April 30, 2020)

Call Patients from the resulting patient list.

How to find numbers for community outreach

This is quite simple. Head over to data providers like infousa.com and simply purchase a list of patients that fit your criteria (e.g. people 40+, near zipcode of your choice etc). Before you start using their data to call patients you will have to register with the Do not call registry as well. There are a few, very simple steps to take before you can start a community outreach campaign. However, once you take those steps, you are good to go for an entire year.

Script for calling patients with cancelled appts

Here’s a sample of a script we have used for one of our clients.

“Hello, I am calling from New York Ophthalmology. Can I speak with… “

Then usual “how are you doing/feeling etc “ …small chat as usual.. ..

“Well, I’m calling because we had to cancel your appt recently and upon reviewing your chart, our doctor recommended that we set up a video call with you and our doctor. This will help the doctor determine your care plan.”

Script for calling patients with upcoming appts

“Hello, I am calling from New York Ophthalmology. Can I speak with… “

Then usual “how are you doing/feeling etc “ …small chat as usual.. ..

“Well, I’m calling because you have an upcoming appt on < date time > and upon reviewing your chart, our doctor recommended that we set up a video call with you and our doctor. This will help us determine your care plan and next steps..”

Script for community outreach

“Hello, I am calling from New York Ophthalmology. Can I speak with… “

Then usual “how are you doing/feeling etc “ …small chat as usual.. ..

“We are calling all members in communities around our offices in Bronx, Jackson Heights, Jamaica to let them know that we are still seeing all emergency eye care patients. In addition to that, our doctors are also seeing patients via video calls. If you know of someone that needs help related to eye care, could you please let me know?”

… answer questions etc etc.. 

The goal here is NOT to have the patient make an appointment with your provider, but rather, to be aware of your service offering.

So, while the patient is on the call with your agent, use this script

“Why don’t I send you an SMS with our locations and phone numbers so you can forward it to friends and family?”

OR

“Sure, I can set you up with a video call appt with one of our eye doctors”

Script for when a patient agrees to a televisit appt

…. Pt response… If they are good to go.. (not DECLINED) .. Explain how a televisit works and what the patient should expect before, during and after the video visit.

“Cool. The way video calls with our doctors works is this..”

First, I will get you an appt date/time that works for you and our doctor.

Then I will send you an SMS with the appt confirmation.. You will get a link where you can confirm your appointment, change or reschedule your appointment.. everything.

Of course, you can take the video call from your home computer or your phone that most have a camera

Next, our system will send you a reminder 30 mins before the appt and also 15 mins before your appt 

At the time of your appointment, the doctor will start the call and you’ll get an SMS with the link to the video call web page. You just click on the link, enter your mobile number, your DOB and the doctor will see you.

If you face ANY problems, just call us at 1-888-212-3937 and we will help you.

When your appt starts, the doctor will ask your the regular diagnostic questions, specific questions about your vision, your problem, examine you the best they can over the video and after that, they’ll recommend next steps”

… answer any other questions..

Now, let’s look at how to schedule and get paid for telemedicine .. just a few gotchas there.

Leave a Reply

Your email address will not be published. Required fields are marked *