Introduction
Implementing DASH is more than simply purchasing a new technology subscription. In order to use the solution to truly transform the patient experience, it requires organization-wide collaboration internally, and a clear plan for roll-out and communication externally. In this guide we outline sample plans and resources that you can use to ensure a successful DASH implementation. The best way to use this document is as a template version of a checklist. Pick what you think is important, plan what is accessible via your existing marketing and communication channels, and modify as needed for your practice.
Set A Goal
Setting a goal allows you to determine which tactics to deploy. Since you have limited time (even if you have unlimited money), it is important to focus only on tactics that will help you meet your goal. We outline some example goals below so you can pick one or two to align your campaign around:
Potential Operational Goals
DASHin:
At least 50% of patients overall can complete mobile check-in
Reduce wait-time to under five minutes for 80% of patients
Collect co-pays from at least 50% of patient prior to appointment visit
DASHself:
At least 12% of patient appointments are self scheduled
DASHconnect:
At least 75% of patients are confirming, cancelling, or rescheduling appointments
Potential Financial Goals
DASHin:
Drive patient volume using mobile check-in as a differentiator, increasing utilization by 5%
Increase POS collections by 10%
Potential Experience Goals
DASHin:
Institute standardized patient intake experience across practices
DASHconnect:
Increase patient NPS by 10 points over a 3-month period
Segment Your Audience
Understanding your audience will help you execute on a successful launch for DASH. Messages and promotional activities that work for one segment of your audience may not be well suited for others. We advise clients to start with the following audience segment. Yours may be different.
Existing patients: these are patients that have recently visited your practice and are likely to visit you in the near future.
Past or new patients: these are patients that have not recently visited your practice and may be a good target audience for patient acquisition.
Employees: your internal teams can ensure that patients feel empowered and that their inputs are received, acknowledged, and appropriately addressed. Ensure they’re up to speed on the offerings, ways to communicate the information to your patients, and commonly asked questions.
Community stakeholders and influencers: these may be a smaller group of individuals that can help spread the word about your efforts on meeting consumer expectations to the benefit of your practice.
Plan Your Promotional Tactics
To get started we recommend the following tactics to ensure that your mobile check-in solution is adopted quickly and helps you meet your goals. You may already be working with an agency that can provide more tailored material for you but if that’s not the case, you’ll find some of these resources particularly valuable.
Press Release - publish a press release highlighting your selection of a mobile check-in solution (audience: influencers) See Radix Health press release template
Contact reporters - use your local connections to secure an interview about your mobile check-in solutions to ensure that the impact of your press release is amplified (audience: influencers) See Radix Health sample email
Communicate with your teams about the investment in DASHin and how they can help (audience: employees) See Radix Health sample email
Feature an image on the homepage of your website announcing mobile check-in or contactless check-in (audience: existing patients) See Radix Health website image example
Create a landing page to highlight your investment in a digital check-in solution. We have created some material you can use as a starting point. See Radix Health website landing page template
If you have an automated voice recording that plays when patients are on hold while scheduling an appointment, for example, update the messaging to include an announcement about activating mobile check-in (existing patients) See Radix Health sample script
If you currently have a monthly newsletter that goes out to all patients, include an announcement about activating mobile check-in (audience: existing or new patients) See Radix Health sample messaging
If you frequently run postcard campaigns to residents in certain zip codes, run a campaign around activating mobile check-in (audience: existing or new patients) See Radix Health postcard template
Do you have a patient advisory board? If so, ask them for ideas since they will have more creative and contextually relevant tactics and will amplify your message (audience: influencers)
Social media - plan a social media campaign that includes images of mobile check-in (audience: employees, existing patients) See Radix Health social media image templates
Get your providers on board. If they mention to patients that they are excited about mobile-check in, patients are likely to react positively and, in turn, tell others
Modify your appointment reminders to include messaging on digital check-in. When patients are scheduling an appointment, tell them that you will be sending them a link to complete their form electronically. See Radix Health sample messages
In-office artwork: Use posters and placards in your practice to advertise mobile check-in See Radix Health poster template
Plan Your Rollout
Not everything needs to or even should be activated at once. We recommend creating a roll-out plan as follows:
Three months before Go-Live:
Review your check-in experience across your locations and create a plan for what it should look like. Too often we find that practices have disparate procedures in different locations. Sometimes, these add complexity to every part of roll-out without adding any value to the practice or benefit to the patients. Complexity isn’t always bad, just make sure that it’s worth the drag.
One month before Go-Live:
Ensure that your internal stakeholders are aware of the upcoming roll-out.
Set the expectation that you will need their help in a successful roll-out.
Establish a point-person internally to answer stakeholder questions and concerns.
Identify reporters to reach out to for a story around digital check-in.
Build social media posts, emails, and other assets, communications, and collateral to prepare for your roll out.
At Go-Live:
Get your internal stakeholders excited. Their enthusiasm will be far more effective than any poster we can co-create.
Appoint one person to collect, review, and share feedback on the mobile check-in process from clients and users across locations.
Publish press release and push social media posts live.
Two weeks after Go-Live
Begin addressing feedback from patients. Identify any areas to fine tune and re-share via social, email, or other channels as appropriate.
One month after Go-Live
Share KPIs and success metrics internally. Pick one or two numbers that everyone can rally around.
Six months after Go-Live
Review KPIs and create collateral highlighting positive patient feedback for subsequent campaigns.
One year after Go-Live: it’s time to take those posters down, if you haven’t already.
Templates & guidelines
Found in Appendix of linked PDF