Irish Online Health Enquiries – May 2010

It’s time to look at what treatments Irish patients contacting clinics through RevaHealth.com were interesting in during May. There’s good news for dental implant specialists both sides of the border, and further afield. Denture clinics in the Republic have something to smile about too, at the expensive of their colleagues in the North. Breast reductions in both women and men are on the rise in cosmetic surgery, and Botox remains the king of cosmetic beauty treatments.

Dental Treatments in Ireland - June 2010

The trend towards lower cost and maitanence dentistry continues as the economy continues to contract, with dentures, teeth cleaning and fillings enquiries all seeing substantial increases against the last year’s averages. Bucking that trend though are dental implants, one of the most costly treatments around, which saw a 20.7% increase in market share, up to 17% compared to the yearly average of 14.1%.

Dental Tourism to Northern Ireland - June 2010

Irish patients continue to enquire about treatment in Northern Ireland in large numbers, with root canals and dental implants seeing the biggest shifts from the norms, but it’s bad news for denture clinics for this month at least as patients in the Republic seek more intent on staying put than making the journey across the border.

Dental Tourism Treatments for Irish Patients - June 2010

Figures for Irish enquiries about dental tourism treatments reveal a shift away from the slightly cheaper treatments of teeth whitening and veneers back towards implants, crowns and bridges. There were also more surprising increases for root canals, dentures and even fillings. This might be because of the run up to people’s summer holidays, so people are already travelling to foreign destinations.

Cosmetic Surgery in Ireland - June 2010

The trend more for breast reduction operations for women continues, as does the increased interest in liposuction. Male breast reduction, also known as treatment for gynecomastia, mirrors the increase in popularity noted in the UK by growing its market share from an average of 1.5% of enquiries to 3% of enquiries in May.

Cosmetic Beauty Treatments in Ireland - June 2010

Botox is the undisputed king of the hill in the cosmetic beauty treatment world, accounting for 27.9% of Irish enquiries in May. Laser hair removal is a distant but growing second at 14% of the market.

Medical Tourism from Ireland - June 2010

Finally the overview of medical tourism from Ireland shows very small falls in market share for dental and cosmetic surgery enquiries, with fertility clinics being the biggest winners. In an average month fertility clinics abroad account for 1.5% of Irish medical tourism enquiries, whereas last month they managed to take 3.6% of the market.

More data about the UK market will follow on Monday. If you’d like to see some other statistics about Irish private health patients or have any questions about the above please leave a comment in the box below.

Every day in RevaHealth.com we talk to clinics that seem to be determined to destroy their own business. They do it the same way that thousands of businesses all over the world do it every year: by not selling to new customers.

When these clinics are contacted by a potential new patient they take the easy way out and send an automatic email reply. Some of them even go as far as sending a personalised follow up email, but neither of these actions is sufficient. To sell to these new customers you have to pick up the phone and call them.

Recently we looked at data from literally hundreds of thousands of email enquiries that have come in through RevaHealth.com and we can say definitively that if your clinic relies on email alone to convert your patient enquiries into paying customers you are cutting your new business by 80%.

Take for example one particular clinic that received over 400 enquiries over the course of a year, and never called any of the patients. Not surprisingly they had a very low conversion rate and weren’t particularly happy with us. Unfortunately they didn’t heed our advice to call the patents and relied on email alone, and in the process they left hundreds of thousands of Euro on the table.

Failing to call your new customers will damn your business and wastes the customer’s time.

Now imagine what your business would look like if you could increase the amount of new business that you get by 500%.

It’s easy to understand why some clinics don’t like to call potential patients. It can be difficult to get your staff to do it promptly, and it is time consuming, but when you realise how much value it can unlock, there is no question but that it has to be done.

When you get an online enquiry into your inbox the natural inclination is the reply to it immediately. Don’t. Take your time read the customers requirement and research the information that you need and CALL them. That’s right don’t email them back, call them.

The process should be:

  1. Send an automated response acknowledging receipt of the enquiry and letting the patient know when to expect a call from your clinic.
  2. Research their enquiry – potential treatment options, prices, length of treatment etc.
  3. Call Them. If you don’t get through leave a message and call them back. Never rely on email alone unless the customer has specifically asked not to be called.

Pick Up The Phone!

Now for the even more surprising finding: nothing else matter as much to the patient as calling them. Not your prices, not your location, not your facilities, not even your qualification has as much of an influence on your ability to convert an enquiry into a customer. They all help, but if you don’t do the customer the simple courtesy of calling them they will not consider going to your clinic.

Happy Customers

Happy Customers

This is not something that is still up for discussion. IT IS A FACT. If you want to convert enquiry to customers you must call them. Otherwise you are wasting everyone’s time. A patient will never come to your clinic without you calling them. They will go to the clinic that calls them back.


Maps Of Clinics Accepting NHS Patients

We’re always looking for ways to get our information out in front of more people, and one of the ways we’ve been doing that recently is by letting other sites add maps of our clinics to their own websites. In the UK some websites didn’t want to show private clinics, so we’ve developed new maps that only show NHS. Here are some examples.

NHS Dentists in Manchester

NHS Dentists in Manchester data provided by RevaHealth.com

NHS Doctors in Liverpool

NHS Dentists in Manchester data provided by RevaHealth.com

If you want to use these maps on your own website you just need to paste the following html into the content source code of one of your pages.

<iframe src=’http://www.revahealth.com/dentists/uk/lancashire/manchester/nhs/externalmap’ width=’600′ height=’400′ frameborder=’0′></iframe> <span><a title=’NHS Dentists Manchester’ href=’http://www.revahealth.com/dentists/uk/lancashire/manchester/nhs’>NHS Dentists in Manchester</a> data provided by RevaHealth.com<span>

Obviously the code needs to be adapted to which map on RevaHealth.com you want to use. The code above points at the NHS dentists in Manachester page, but every search result on our site has a corresponding map that you can use on your site. If you have any trouble making it work just leave a comment below and I’ll help you get it up and running on your site.

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It’s always nice to hear from happy customers. Shi Karim from the Church Road Dental Practice in Cheadle Hulme in England recently contacted us about his own experience since registering his clinic with RevaHealth.com, so we asked if we could share his thoughts with you. Here’s what he had to say:

“12 months ago I took over Church Road Dental Practice and I am continually looking for new ways to market it and attract new patients. We happened across the RevaHealth.com website on the internet and decided to register the practice for a free listing.

We were so happy with the referrals being sent that we emailed to ask how we could be top of their list. We upgraded to a pro listing for the practice which has increased the number of referrals four fold. We have treated 3 Invisalign patients alone within the last 4 months from RevaHealth.com, which speaks for itself.

I would definitely say that this is a great return on investment. We now get five or six referrals a week from new patients enquiring about our clinic and I am amazed at how user-friendly the RevaHealth.com system is once you’ve logged in to it. You have total control over what is written and which images are shown for your practice.”

If you want to know more about how RevaHealth.com can help your clinic attract more patients just  drop me an email to ocooney@revahealth.com or give me a call on +353 1 6520 522.

Orthodontics Abroad – A Case Study

Sometimes treatment abroad seems so much cheaper than it is at home that it shouldn’t take much thought to decide to travel. However, as with any travel plans there can be unexpected complications that result in additional costs. Here we talk to a patient who has ended up spending more on her treatment abroad than she would have here in Ireland, and all because an airline changed its routes.

Braces

Zuzana

Zuzana

Zuzana is from Slovakia and lives here in Ireland. Last year she decided she wanted to get braces so she asked around about how much it would cost her. Her friend here had recently had braces fitted at a cost of €5,000.  Another work colleague had them fitted for €4,500.  She also called a few local clinics and the price quoted again was €4,500. This price included all fittings and adjustments. The clinics also offered to spread the cost into affordable monthly payments.

Using family connections at home, Zuzana found out the braces there would cost €500 for the initial fitting, €30 per adjustment (every two months) and finally €200 to remove the braces. For a two year period of treatment with 12 adjustments this would cost Zuzana €1,060 excluding any travel costs. As the dentist in question was also in her parents home town she would not have any accommodation costs.

Decision Time

Zuzana recognised that travelling home to Slovakia for each adjustment would be expensive so she checked with a local dentist whether or not they could take care of her braces. The dentist said that they wouldn’t be happy taking care of another dentist’s work and that if they did they would still have to charge €2,500 to look after all of the adjustments.

In the end Zuzana decided to undergo treatment in Slovakia and use the trips to keep in touch with her family and friends at home. When asked about what influenced her decision, price was the number one reason, but not the only one.

“The main reason for me was money of course. Secondly, I fell the service I get back home is much better than in Ireland. My dentist was even kind enough to see me in the evening time when my flight was arriving late, or on weekends when that was the only time I could get a good deal on flights.”

Her dentist even went so far as to make special arrangements for her because she was travelling so far for her treatment.

“She also wouldn’t charge me extra because it was the weekend and I would go to see her every day while I was at home. If I went home for three days she would look at my braces each day and make changes to try to do the best job she could. My dentist has other clients from overseas too and that’s why she is so flexible.”

Unexpected Costs

Even with flying home every two months Zuzana’s total treatment was going to be significantly cheaper than having the treatment done here in Ireland. She was paying as little as €50 return for a direct flight to her home town, but then that route was cancelled meaning she would have to fly to Bratislava first and then on to her home town. She could also have gotten a train from Bratislava but it would have taken 5 hours in each direction, meaning she’d have very little time with her dentist or her family.

Then came the news that her dentist wanted her to keep the braces on longer than expected. The resulting extra travel costs had a big effect on her overall treatment cost.

“If I only had to wear the braces for one year then it would have worked out much cheaper than in Ireland, but because it is taking longer in my case (2 years and 3 months so far) the additional costs for the flights and visits means it is now dearer than the price I would have paid here in Ireland.”

Despite the cost overrun, Zuzana still thinks that she is getting good treatment from her dentist.

“The reason it has taken longer is because my dentist didn’t wanted to remove any of my healthy teeth just to make the others straighter. There was not much space for them so she had to make changes really slowly, kind of pushing my teeth more to the front which gave the others some more space. When I asked my dentist questions about why it was taking so long she was always kind enough to explain everything and show me how it was working, so it helped me to understand more about the treatment.”

Advice

Travelling abroad for treatments that require a lot of follow up visits is always risky because travel and accommodation costs can change dramatically, and they are not under your control. Zuzana offers some advice on the back of her own experiences.

“My advice would be try to find a dentist in a city that has lots of direct flights from Dublin. If my dentist was in Bratislava my treatment would still have cost me very little, but because I now have to fly to my town my flights cost double. I don’t think it’s very comfortable to fly and then have to take a train for another 5 hours.”

Even with the difficulties she has run into, Zuzana is still happy to be travelling home for other reasons.

“For me its still worth it because I see my family which is very important because my parents are getting older and I love to see them more often and spend some quality time with them. Plus I can visit my friends and if I decide to go for a spa treatment or eat out in a restaurant it will cost me a lot less than I would spend on weekend like this in Ireland.”

Have you had treatment abroad? Did you run into any unexpected costs? Let us know in the comments below.

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With the recent changes to the way that Irish patients can claim money back on dental treatment, the cost of treatment for many looks set to rise. I thought now would be a good time to benchmark what treatments Irish patients were enquiring about over the last year and see how this changes over the coming year. Here are some statistics about the different types of treatment that Irish dental patients are interested in based on where they are having the treatment performed. First of all here are the treatments that people are enquiring about through dentists in the Republic.

Republic of Ireland dental treatments

Braces and orthodontics top the list, with new treatments like Invisalign helping to increase their share of the market. Of interest also is the fact that optional cosmetic treatments like teeth whitening and veneers are still so prominent in the list despite the downturn. It will be interesting to see if they remain so prominent over the coming year.

Next, we take a look at what patients from the Republic are looking for from dentists in Northern Ireland.

Northern Ireland dental treatments

An even greater proportion of patients looking for treatment in Northern Ireland are interested in braces, not surprising given that it is one of the more expensive treatments available – starting prices for treatment in Dublin are close to €4,000.  I’d be interested to hear what prices people are being quoted for orthodontics in Northern Ireland by way of comparison.

Root canal treatment also accounts for a far greater share of the market here than with local dentists. It is a necessary precursor to many other treatments, but again they can be quite costly, especially as it is done as needed per tooth.

Finally, here is a look at which treatments patients are looking at having done abroad.

Overseas dental treatments for Irish patients

Dental implants jump to the top of the list here. From our own survey of previous dental tourism patients we know that price is their primary concern, and with implants starting around €1,500 at home and around €600 in Hungary it is no wonder that they are asking about treatment abroad. Surprisingly the relatively inexpensive teeth whitening is also very popular, as is the other cosmetic favourite, dental veneers.

Even more surprising though is that braces abroad are so popular. With regular visits needed to tighten and adjust most braces, traveling abroad each time can prove to be very expensive if you’re not careful. As you’ll hear in a patient case study later this week, even with the greatest planning there can be unexpected problems that can force the price up to more than the cost here in Ireland.

We’ll take a look at this information again in the months to come to see how things are changing. In the meantime, if there is more information like this you’d like to see, please leave a comment below. We’ll be publishing similar information for the UK market soon too.

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New Clinic Types, Treatments And Specialisations

We’ve recently added a selection of new treatments along with two completely new clinic types to RevaHealth.com. If you run a clinic that offers Bariatric Surgery or Holistic Treatment, then now’s the time to register on RevaHealth.com and start attracting new patients.

If you’re already registered with us and offer these kinds of treatment, you should log in to your account and add them to your profile.

Similarly, clinics that offer Massage Therapy, Beauty Treatments or Dentistry should take a look at our new treatments and add the ones that apply to you. Adding these treatments to your profile helps the public find your clinic when they search for treatment online. Here’s a list of the some of the treatments we’ve added:

Bariatric Surgery
Treatments: Gastric Bypass, Gastric Band, Gastric Balloon, Bariatric Surgery Consultation, Bariatric Surgery.
Example: Gastric Band Manchester

Holistic Health
Treatments: Colonic Irrigation, Ayurveda, Traditional Chinese Medicine, Naturopathy, Cupping, Crystal Healing, Bio-Energy Therapy, Bach Flower Remedies.
Example: Colonic Irrigation Ireland

Massage Therapy
Treatments: Acupressure, Full Body Massage, Hydro Massage, Aromatherapy Massage, Pregnancy Massage, Baby Massage, Remedial Massage, Lomi Lomi Massage, Facial Massage, Foot Massage, Neck and Shoulder Massage, On Site Massage.
Example: Acupressure Dublin

Beauty Therapy
Treatments: Macrolane, Vaser Liposuction, Lipodissolve, Excessive Sweating Treatment, Non-Surgical Facelift, Laser Vaginal Rejuvenation, Waxing, Electrolysis, IPL Hair Removal, Body Wrap, Facials, Acne Treatment, Thread Lift, Mole Assessment
Example: Macrolane UK

Dentistry
Treatment: Dental X-Ray, Gingivitis Treatment, Periodontitis Treatment

Other Clinic Types
Treatments: Medical X-Ray, Fertility Test, Ultrasound, Eyebrow Transplant, Eyelash Transplant

Add Your Specialisations
Lots of you have added plenty of treatments to your profiles, but have you added specialisations? Specialisations appear in your search result on RevaHealth.com and in your profile and help reassure patients that they have found a clinic that specialises in the treatment area they are interested in.

To add specialisations to your clinic’s profile, log in to your account and go to the Profile tab, and click on the Specialises In header.

If you have any questions about registering your clinic, adding treatments, or adding specialisations, please feel free to get in touch by leaving a comment here or by sending us an email to support@revahealth.com.

Dental Tourism in Ireland

Dental tourism is a very divisive topic. On the one hand the advocates of dental tourism espouse the financial savings that can be made, while on the other hand its opponents often talk about poor quality work being carried out abroad. Unfortunately for everyone involved hard facts are very difficult to come by.

Last August the Irish Times reported on a Consumer Choice magazine report which said that “Dentists were found to be 29 per cent more expensive in Dublin compared to Belfast“. A couple of weeks later the Irish Dental Association released the results of their own survey which said that “More than three out of four dentists have had to treat patients for problems linked to treatment received abroad“.

A previous dental tourism survey carried out by us here at RevaHealth.com showed high levels of satisfaction with the treatment received, but worrying levels of education when it came knowing in advance exactly what treatment was needed.

So Where Do We Go From Here?

Ideally we would like to see everyone involved in dentistry in Ireland, whether at home or abroad, publish information and minimise spin. Putting the facts in the public domain should help everyone involved; patients will be able to make better informed decisions on where to be treated, and dentists will be able to make better informed decisions based on what patients want and need.

Luckily, we’re in the position of being able to ask thousands of patients both before and after their treatment about their expectations and their experiences. We already ask patients on an ongoing basis about their post treatment satisfaction levels. We intend to expand this into other areas of questioning and share the results as soon as we can. As a start, here are the results of surveying all RevaHealth.com’s users from Ireland who had dental treatment outside of the Republic in 2009.

Irish Dental Tourism Satisfaction 2009

Survey Results

There are a number of things I would point out about these results. We believe there is a natural tendency for people who have travelled abroad to slightly inflate their satisfaction scores as  a means of self justification. That said, the scores do indicate a high level of satisfaction across the board.

One change I would like to see to this survey is to do with the question of quality of work. I think this topic is actually contained in the “Overall Satisfaction” score, but for the sake of clarity I’d like to see it broken out into its own section.

How You Can Help Us Help You?

If you are involved or interested in the industry, this is where you come in. Satisfaction levels are one thing, but what questions would you like to see answered by Irish dental patients? Over the coming months we intend to publish the results of our survey of Irish patients who were treated in Ireland, as well as continuing to publish more information from Irish, British and overseas patients in general.

If you have questions that you think would add to overall quality of information available about the Irish and British dental industries, or another international market, please leave a comment below or email me directly at pboyle@revahealth.com. I look forward to hearing from you.

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About Face Clinic

Kambiz Golchin on TV3's Morning Show

For people looking into having cosmetic surgery it can often be hard to get other people to talk openly about their own experiences. TV3′s Morning Show recently ran a piece that featured a 20 year old woman who had a breast enlargement and 42 year old woman who had Botox treatment. They also ran some questions by Kambiz Golchin, a surgeon at the About Face Clinic in Dublin.

You can watch the 40 minute video of the discussion of cosmetic surgery over on TV3′s website, but be warned, it does show graphic scenes from the breast enlargement surgery.

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How To Use Our Patient Enquiry Management Tool

When you login to Revahealth.com, the page you land on is your Patient Enquiries page. On this page, you can view and manage enquiries from people who are interested in treatment at your clinic. You can also reach this page after you are logged in, by clicking on the “Patient Enquiries” tab in your control panel.

1. Overview of a patient enquiry

Let’s take a look at the layout of a patient enquiry.

In the summary view, you can see the following information:

  • The person’s name, phone number and email address.
  • A description of the treatment they require
  • Outstanding tasks for this enquiry, and
  • The Actions menu, which is explained below.

If you click on a person’s name, a detailed view of the enquiry opens up.

In the detailed view of the enquiry, you can see the following additional information

  • In ‘Contact Details’, you can see the person’s location
  • In ‘History’ you can see the keywords and path this person used to find you on Revahealth.com
  • In ‘Other Information’ you can see the status of the enquiry, the date the enquiry was made, the source of the enquiry, the cost of the enquiry, any feedback from the person enquiring such as whether they have been contacted yet or not, and if a review was posted by the person enquiring.

2. The Actions Menu

The Actions menu is your key tool for managing patient enquiries. The actions on this menu can be broken into two parts:

2.1 Current Status: The first three actions enable you to tag the person’s current status:

  • Booked – you tag a person as booked if they have booked an appointment with you.
  • Archive – you tag a person as archived if you have no further plans to follow up with this person
  • Active – people who are not booked or archived are tagged as active. If you have previously tagged someone as booked or archived and something changes such as they cancel their booking or the express a renewed interest in booking an appointment, you can change their status back to active.

2.2 Add and Request Information: The next five actions enable you to add or request information relevant to the booking.

  • Add a note: opens a box where you can add a note of your conversation.
  • View Full details: this does the same thing as clicking on the person’s name: it opens up the detailed view of the enquiry.
  • Edit Contact details: opens up the persons contact details. If you get another number to call them on or you want to add their address etc.
  • Open task: opens up a box where you can set yourself a task and add a date on which to contact this person or take an action. Your tasks appear in the To Do section in the grey area on the right hand side of your screen.
  • Request review: opens up an email which you can edit and send to past patient in order to get them to review you on Revahealth.com. Increasing the number of reviews for your clinic is a great way to help new people who are looking for the treatment s you provide find out more about your clinic.

3. Navigating Your Patient Enquiries

This list is ordered with the most recent enquiries at the top.

You may also choose to filter the list based on the enquiry status. You can choose to show your patient enquiries as “All”, “Active and New”, “Active”, “Booked”, “Archived”, and “All with Tasks”

  • Active and new: enquiries that are “Active and new” are displayed as the default, when you enter the patient enquiries section of your control panel.
  • New: These are enquiries that you have not read yet.
  • Active: These are enquiries which you have read, and which are not been yet booked or archived.
  • Booked: These are from people who have booked an appointment with your clinic. For enquiries to appear as booked, you must mark them as booked using the actions menu, which we will come to in a minute.
  • Archived: You archive an enquiry when you have no further plans to follow up with this person.
  • “All Enquiries”:  are shown all enquiries, in the order in which they have been created – the most recently created at the top.
  • “All with tasks:”

You can search by the person’s name or email address.

4. Adding enquiries from other sources

On the top right of the page you have the following options: add an enquiry, export, import, integrate.

  • Add an enquiry: Helps you keep track of all of your enquiries from one place. You add the source of the enquiries: did it come from your website etc, the date the enquiry was made, the contact details of the enquirer and the details of the enquiry.
  • Export: you can export the files in csv format. Choose the dates. Choose the status of enquiries.
  • Import: You can also import enquiries. This is still in early stage of development. If you would like to import enquiries please contact support@revahealth.com and we can go through this with you.
  • Integrate: You can also integrate an enquiry form on your website. Simply copy the following text and paste it into the appropriate page on your website. Alternatively contact your webmaster and he can help you to implement this form. This will send all your enquiries into your revahealth.com enquiry management system and also send you an email with the enquiry.
 
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