For those who personal a drug rehab or know somebody who does (hint, trace referral?) you’re in all probability scrambling to do what you possibly can to make the telephones ring and convert admits. When you don’t have the LegitScript certification, you’re not operating social paid advertisements so that you’ve received to make up for that advertising funnel loss elsewhere. In the event you do “have it together” and enjoy the world of paid promoting, you realize it may possibly value you a reasonably penny, after which some. While most habit remedy businesses will concentrate on external ways to get more business, your greatest drug rehab referral network is already inbuilt to what you’ve got, your intakes.
- 1 Ask and You Shall Obtain
- 2 Survey Says… There’s All the time Room for Enchancment
- 3 Drip E mail Campaigns to Alumni Keeps the Referral Network Alive
- 4 Survey Suggestions, Revisited
Ask and You Shall Obtain
It continues to baffle me once I ask drug rehab house owners and their marketers when the final time it was that they sent out a shopper e mail, throughout remedy and after a affected person has accomplished their program. And you realize the response I get more than something? That deer-in-the-headlights look.
We’ll get again to e mail advertising and drip campaigns in a number of but let’s first give some attention to shopper or affected person surveys.
Positive, little question that the drug detox and remedy process is arduous. It might not look like a good suggestion to ask your intakes for suggestions about their expertise while they’re nonetheless going via it. It might sound unfair to ask their opinion concerning the care being offered whereas they are in the midst of it. However it’s truly the right time. And here’s why.
Intakes Inform You What You Don’t Need to Hear However Have to Hear
Ironic, isn’t it, that they very factor that an addict in remedy fears could possibly be the identical thing you worry about their remedy—the reality. As a result of it hurts. Nevertheless, the reality is the start line in learning what you’re doing incorrect, what you’re doing proper, and discovering new alternatives that may set you aside from rivals.
And it begins by asking your intakes two easy questions:
- How are you doing?
- How are we doing?
Survey Says… There’s All the time Room for Enchancment
When your shopper or patient has a therapist or counselor ask “How do you feel” it creates a sense of caring. So, when was the final time the same query was asked by your administrative employees or, dare I say, the corporate aspect of your rehab?
A survey that comes from an administrator and delivered to a affected person throughout their stay sends a very highly effective message. You’re telling them that their care matters whereas it’s occurring and if one thing isn’t right, you’re genuinely focused on fixing it.
Considering the quantity of recidivism inside the business, a person in your remedy facility who’s there on account of relapse already has experiences to draw upon in relation to drug rehab. And people prior stints in rehab will function the benchmark (good or dangerous) for you to exceed or fail.
A Strong Survey Marketing campaign Helps Overcome:
- Disconnect between employees and sufferers
- Shopper perception of being handled like a number and not a human being
- Inconsistencies or loopholes in remedy packages or service choices
Your current intakes are an infinitive resource of important info that may influence how you do business.
The Path of Least Resistance Lies in a Checkbox
Not all surveys are created equal. The content you set into the surveys will even range relying on when, in the affected person lifecycle, you distribute them. Though I can’t inform you exactly what to include in every, I can supply tips to help improve their effectiveness and build a better shopper experience.
Survey Tips to Maximize Shopper Responsiveness:
- Make it straightforward – It ought to be a non-stressful exercise
- Make it time sensitive – Ship it during key moments in the affected person journey with a deadline in receiving it again
- Make it temporary – Not more than four questions, sure or no answers, and the final question (optionally available) as a place for comments
In the course of the initial consumption process, embrace a quick survey as part of the enrollment. It provides you with an evaluation of how the patient/shopper feels when getting into detox or remedy. As you recognize, these aren’t probably the most constructive moments of the recovery course of however for a survey, it is going to help arrange a benchmark for the affected person to improve upon throughout remedy. And self-improvement from this point onward is more than doubtless.
Once you embrace the survey in their enrollment, convey attention to it by discussing it with each patient, as a way to know how they are feeling. If needed, you’ll be able to learn aloud the survey (or ask their beloved one to try this) so that each one the affected person needs to do is provide fast verbal solutions—yes or no. This survey additionally sets up an indicator that you simply and your employees genuinely care concerning the affected person’s wellbeing.
Be sure that the intake administrator, or different individual responsible for enrolling the affected person into your program, makes a replica of the survey and answers.
Midway by means of a person’s remedy program, ask them to complete one other survey. You may even embrace the same questions as the first survey. If the shopper is at your facility undergoing inpatient care, contemplate offering them a tough copy survey to fill out. If there are safety considerations about them dealing with a pen or pencil, use a digital model and send by way of e-mail (if online communications are allowed).
Have an open dialog with them about their care. Present them their initial survey and examine it to the one that was just accomplished. You possibly can speak concerning the progress made and tackle any inconsistencies or disappointments as a consequence of unrealistic expectations. While this conversation is necessary, maybe probably the most useful points lie in the truth that the discussion is occurring. Once more, that is one other occasion displaying that you simply care. Keep a copy of this survey with the shopper’s answers for your data.
Provide an exit survey, when the shopper goes from being a patient to alumni member of your program. You will study worthwhile insights that can be utilized to future shoppers and their remedy experience. You can too present the answers from surveys 1 and a couple of to further illustrate their progress and reinforce your appreciation in the onerous work completed. Keep a copy of the survey.
Anonymity Is Great But It Doesn’t Assure the Fact
Opposite to how surveys are often achieved, the above survey schedule consists of interplay between patient and surveyor. This type is deliberate, as it leads with a component of transparency – totally different than what nameless surveys will do. But they do have their place, as soon as a shopper is completed with remedy.
In the event you choose to have your shoppers do surveys 1, 2 and 3 anonymously, you’ll be able to definitely set them up that means however you lose the chance to interact in a dialog about how their remedy expertise goes, throughout their time in your program, minimizing their voice in the general technique of their care.
Send out yet one more survey. Once the affected person has left the umbrella of their remedy protocol and begun to stay life on the surface, ship one other survey to them (by way of e-mail or textual content). Make it some extent to let the shopper know that their answers are anonymous. Nevertheless, also guarantee them that their feedback is immeasurable and will assist improve their remedy offerings for others.
Drip E mail Campaigns to Alumni Keeps the Referral Network Alive
Drip e-mail campaigns will decide up the place your affected person surveys depart off. Incorporate a drip e-mail campaign from the time a affected person becomes an alumni of your program.
You’ll be able to design such a marketing campaign through the use of a flowchart of the habit restoration journey. It’s going to begin at the level of alumni standing, as I discussed, and embrace particular targeted timelines to ship a selected sort of message to the alum.
Each e-mail is a shopper touchpoint that can provide the next:
- New info
- Alumni engagement
- Purpose to socially share
- New shopper/patient referral
Timing is every thing in life, together with drug rehab and the habit restoration cycle. Sadly, so is relapse in using. However when you had a patient lifecycle touchpoint program in place from the initial level of entry into your program, you’ve already increased your degree of patient care, concern and trust. Here’s why that matters.
In the event that considered one of your graduates suffers a relapse, she or he may think about returning to your program as an alternative of going elsewhere. Why? You’ve actively adopted them in their journey by way of surveys and drip e-mail.
You Don’t Get If You Don’t Ask
Keep in mind, you’re offering a life-saving service and there’s nothing flawed with asking for more business. In truth, when former sufferers share their story, they have a hand in helping another person. E mail campaigns not directly can serve the same objective, which benefits the brand new referrals, the alumni or relations referring them, and you.
Survey Suggestions, Revisited
One last thought concerning the surveys you conduct during a affected person’s remedy. Look by way of the knowledge you’ve gathered over a six month time period. You should use the constructive info to send out a shopper satisfaction e mail to all your shoppers, alumni and their households.
For example, let’s say one of many questions on surveys 1 and a couple of is:
Does the employees make you are feeling nicely cared for? Sure or No
If 92 % of your survey respondents (patients over the newest six-month interval) answered “Yes” to this query, you need to use this info and share it in an e-mail to your database. Maybe position this as a part of a advertising strategy focusing in your degree of patient care and how they really feel in your program. This type of knowledge would even be useful when doing a advertising campaign to business companions: personal follow docs or hospitals that would refer you patients as properly.
One other instance is when a hiccup in your remedy is identified, the place multiple shoppers have shared the same sort of suggestions, and you’ve made an improvement to it, submit the development into your drip e mail campaign. Again, it isn’t just about getting the update to your database. The e mail touches each individual again as a reminder of who you’re, what you supply, and how you can assist someone they care about who may need assistance at that second in time.
Ask Us about Creating a Survey and Drip E mail Advertising Strategy for You