One Simple Thing Can Grow Your Practice 3X


Most practices report that Word of Mouth (or Referral Marketing) is responsible for generating their best patients. Plus, with referral marketing, practices typically have very low costs and a very high return-on-investment. This is because your happiest patients are delighted to talk about you with their friends.

When it comes to promoting your practice, there is NOTHING more powerful than having a group of your most ardent supporters share their experience with the world. Remember Pepsi vs. Coke? People were “fighting” each other to shout out their favorite brand.

So, how can you stimulate that type of brand loyalty where your happiest patients are working to get your name out to hundreds, or even thousands, of other people?

Astute practices have already figured this out… They’ve been asking their patients to post online reviews about their experiences. If you have not yet set up a system to encourage your patients to submit online testimonials, you are losing out on the most profitable marketing opportunity available.

Of course, it can be awkward to ask patients to submit an online review. Plus, your staff is swamped… Asking patients for reviews is not “top of mind”, so a system is required.


What if I told you that you could 10X the power of your online reviews? You already know that videos are the most popular way people enjoy consuming information. Recent studies suggest that businesses that regularly post fresh video content are seen as authoritative, get found more easily online, and build a larger audience that they can engage at any time — this leads to practices more easily gaining new clients and generating more revenue.


In fact, practices that have implemented these types of systems have generated revenue exceeding 10X their investment…that’s like getting PatientNOW for free! And, in addition to generating more revenue, another one of the “side effects” of publishing reviews is that you will create a culture of exemplary customer experience — when your staff knows that they are being reviewed, they will be on their game every day.

Built into the latest PatientNOW cloud-based release is a “Request Feedback” feature. With just ONE CLICK in PatientNOW, your patients can receive a text message or email request for feedback. Your patients have the option to submit a written or video review, which can be published to a variety of sites, such as Google, Yelp, YouTube, Facebook, WebMD, and many other sites.

The entire process is managed by Patient Approved®, one of the nation’s leading patient satisfaction software firms. To experience the power of Patient Approved®, ask us to activate this feature so you can get more new patients, NOW!

Dr. S. Randolph Waldman

Dr. S. Randolph Waldman, a dual board certified facial plastic and reconstructive surgeon based in Lexington and founder of the Waldman Schantz Plastic Surgery Center, brings over 30 years of unsurpassed expertise and experience to those seeking to refine or restore their natural beauty, with particular emphasis on the eyes, nose and face. In addition to providing exceptional patient care, Dr. Waldman is one of the foremost educators in his field globally, helping doctors and their practices worldwide improve their surgical abilities, patient care and practice management.

First and foremost, Dr. Waldman measures the success of his aesthetic practice by its ability to retain patients long-term, which translates into building relationships of trust with patients, providing not only cosmetic procedures of the highest quality but also an environment where his patients can feel relaxed and completely comfortable with him, his staff and the procedure. In his view, a surgeon can improve the performance of their practice in many ways.

For example, Dr. Waldman ensures he selects staff in his own practice who are not only extremely personable, as Dr. Waldman is, but who also strongly value patient education, since his practice places a keen emphasis on ensuring his patients understand every aspect of the procedures they will be having. This emphasis sets Dr. Waldman’s practice apart from others in the cosmetic medicine field, and it ensures his patients feel confident about their choice in procedures and at ease throughout the process.

Dr. Waldman’s focus on education extends far beyond his practice, however he remains active in the aesthetic medicine community as an author, editor and innovator, frequently publishing on topics of particular interest, including otolaryngology and facial plastic surgery. In addition, the doctor fulfills speaking engagements worldwide on topics on which he has significant expertise such as blepharoplasty, rhinoplasty, liposuction of the neck and injectables. Yet practice management remains a key concern for Dr. Waldman.

Raised in Kentucky, Dr. Waldman has chaired, organized or lead over 45 medical conferences globally, including the Vegas Cosmetic Surgery conference, now in its 14th year. The conference, the first of its kind to include the four core specialties, remains the leading conference of its kind nationally. However, while primarily focused on surgical education one critical and popular conference track focuses on helping practices as a whole provide their patients with exceptional care in every aspect of their visit, an area of cosmetic medicine very important to Dr. Waldman.

Effective practice management can positively affect the entire patient experience, bringing together excellent surgical care and practice support of the highest quality to educate and serve the patient, helping them achieve the look they want and the lifelong confidence that comes when they can reveal their natural beauty, Dr. Waldman believes. Tools which support an efficient practice workflow can significantly enhance the patient experience by allowing surgeons and their staff to spend more time with their patients rather than on administrative tasks.

Dr. Waldman has selected PatientNOW as the workflow management tool to help drive the success of his own practice and achieve an outcome where he, his practice and, most importantly, his patients win, and his experience has been an overwhelmingly positive one. Of PatientNOW, Dr. Waldman says:

“Not only is patientNOW critical to the efficiency and functioning of our practice — it’s also become a winning contributor in driving recurring revenue, increasing patient engagement and growing our loyal fans. We wouldn’t be in the place we are today without it.”

Is Yelp a Friend or Foe?

Whether people are on the hunt for a plumber or a plastic surgeon, Yelp is often a tool they use to find a professional in their area. This means that positive reviews about your practice on Yelp can build your patient base, while negative reviews may hurt your growth and revenue. Is Yelp a friend or foe of your practice? The answer to that question may depend on how well you use the website to your advantage.

Benefits of Yelp

There are a number of potential benefits Yelp can offer to your practice:


According to Yelp, the website had more than 162 million visitors in the last month of 2016. More than 121 million reviews were posted during that same month. Around six percent of those reviews were related to the health field. That adds up to the potential for significant exposure for your practice and if your reviews are positive, many possible hits for your website.

Ease of Use

Yelp is a very easy platform to use, whether you are searching for reviews or posting one. You can encourage your patients to post positive reviews about you and your practice knowing they will be able to make their entry quickly and stress-free.

Additional Website Hits

As prospective patients read your reviews, Yelp makes it easy for them to contact your practice directly as well. All of your information will be listed, including the address for your website, your physical address and phone number, even your operating hours.

Prospective Patients Ready to Proceed

In most cases, customers and patients head to review sites like Yelp when they have already made their decision about a purchase. The advantage here is that the patients that are finding your practice are ready to move forward with a procedure, giving you the highest quality of prospects for the greatest number of conversions.

Drawbacks to Yelp

While there are plenty of advantages to gain, there are also a few drawbacks to be aware of as well:

The Algorithm Dilemma

Probably the biggest drawback to Yelp is the algorithm the website uses to filter reviews. This tool may knock out some of your positive reviews, which in turn could affect your star rating. This requires you to keep a watchful eye on your reviews to ensure any changes to your rating can be addressed promptly. Keep in mind, the reviews are still there, but you have to scroll down to the bottom of the page and know where to click to find them.

No Control over Reviews

While you can monitor the reviews you receive on Yelp, you can’t do anything to change them. If a negative review crops up, it is up to you to address the information in a way that shows publically you are committed to making things right for unhappy patients. However, you cannot remove that review or change the fact that the negative review is impacting your star rating.

Making Yelp Work for You

While there are both pros and cons to Yelp, one thing is certain: Yelp is an online force, at least for now. You can use this to your advantage by encouraging your patients to post positive reviews about your practice and monitoring your review history regularly. In addition to managing your online reputation, these reviews can also let you know if there are aspects of your office that can be changed to improve your patient experience.

You can also employ the right software to enhance patient engagement and the patient experience within your practice to increase your number of positive reviews on Yelp and other websites. PatientNOW offers software designed by plastic surgeons for plastic surgeons, so you can rest assured the tools included will fit your practice perfectly. To learn more about our products, contact PatientNOW today at 800-436-3150.

Do I Need to be “Tech-Savvy” to Use PatientNOW?

As you consider moving to a more automated plastic surgery practice, the change is sure to be met with more a than a little bit of trepidation. While an electronic office sounds more efficient, learning all the new programs also seems very overwhelming. Transitions can always be somewhat challenging, but by choosing a company like PatientNOW for your automation needs, you will have all the necessary support and guidance to make the transition as smooth as possible. Check out these reasons why even the least “tech-savvy” practices will benefit from implementing PatientNOW software.

Customized to Your Needs

PatientNOW software was designed by plastic surgeons for plastic surgeons. This means the software will be more intuitive than you might expect as it was created with your specific needs in mind. At the same time, you will likely find all the features of the software to provide value to your office, since they were customized to practices just like yours. The automated software will complement your office perfectly, increasing your efficiency without putting up more obstacles as you try to pick and choose the parts of the software that will fit your needs.

User-Friendly, Easy to Navigate

The user-friendly nature of the PatientNOW software makes it easy to navigate through the functions and set up your automated office just the way you want it. A practice like yours requires you to build relationships with your patients that will produce trust, confidence and referrals. By providing you with software that you can run with right from the start, we free up your time so you can spend it on your patients, rather than on learning complex technology.

Extensive Training Opportunities

PatientNOW doesn’t leave you hanging once your software is delivered. Remote training is included in the cost of your software package, which can be scheduled at a time that is convenient for you and your staff. A dedicated trainer will be assigned to your office to help with your initial configuration and your staff training. Training for a plastic surgery practice can be completed in just 24-32 hours and training for administrative tasks like scheduling, scanning and interoffice communications takes just two hours to finish.

Ongoing Support

We understand that problems or questions can arise once your software has gone live. We offer ongoing remote support through our website as well. In addition, there is plenty of helpful information right on our website to teach you how to make the most of all of your software features. We partner with you at the time of implementation and on down the road to ensure your experience with PatientNOW is a positive and productive one.

Reaping the Benefits

Once you have configured our easy-to-use software and it is a standard part of your practice, there are numerous benefits you will gain from your PatientNOW products:

  • Greater office efficiency means more time with your patients
  • Easy scheduling features reduce no-shows and increase revenue
  • Billing software allows for faster, more accurate billing procedures
  • Acquisition and retention software ensures no patient falls through the cracks
  • Enhance your patient experience to increase retention and referrals

PatientNOW has the products and features you need to take your plastic surgery practice to the next level. To learn more about our services, contact PatientNOW today at 800-436-3150.

The Importance of Customer Service in the Digital Age

It has likely been quite the process converting your office to the digital age. However, your efforts cannot stop with the automation – you also need to consider how you will best serve your patients with your new system in place. While the way we do any type of business has evolved considerably, the needs and expectations of our patients and our customers are distinctly the same. It is up to you to ensure your patients feel the same level of care and service from your office, even with the automation in place, to make your operation more efficient and convenient.

Improving Your Patient Experience

While an automated office offers considerable benefit to you and your staff, it can be used to improve the experience of your patients as well. The key is knowing how to adapt those tools in a service-oriented fashion. There are a few key benefits you will see as a result of this process:

You Can Be More Responsive

Automation through a variety of channels can allow you to respond to your patients much more efficiently. Customers no longer want to do business over the phone. They want to be able to access your practice through a variety of channels and they expect the response to be much faster. In fact, according to the consulting company Accenture, more than 80 percent of today’s consumers want to work with companies that make doing business easier. With today’s technology, you can accommodate all of your patients with the access to your practice they are seeking.

You Can Really Hear Them

It can be a challenge to get the feedback from customers you need to know what they really want. In fact, only three percent of customers believe that companies really hear their needs and requests. The right software makes it easy to record patient responses to your services and react to your patients’ messages. Those tools can make all the difference in your own patient management and promotion of your practice.

You Can Expand Their Options

Patients want a variety of ways to communicate with your practice today, and the digital age can really help in this regard. Few patients want to restrict their contact to phone calls when there are many more convenient ways to get in touch with you. It is your responsibility to provide those more convenient options to attract new patients and retain current ones. In addition to your standard website options, give your patients a feedback form that is easy to complete or submit. Access to social media channels is another way to make communication easier and more convenient for your patients.

You Can Offer What The Competition Can’t

It may seem like these offerings are fairly standard today, but not every plastic surgery or dermatology practice is offering them at this time. By getting your practice up to par, you may be the name that stands apart to your patients as the practice that is both accessible and up to date. This small effort can make a big difference in the perception of prospective patients, as well as your ability to engage with our patients directly on a different level than your competitors.

When it comes to automating your office with the patient experience in mind, the products offered by PatientNOW cannot be beat. We provide patient engagement at every step of the process, with the tools you need to keep your patients in the loop for all of your new developments. To learn more about our software tools, contact PatientNOW today at 888-644-2987.

Making the Most of Your EMR

Electronic medical records are much more than a regulation to comply with, they are actually away to bring your practice to the next level of efficiency and productivity. Plastic surgeons and dermatologists, in particular, can reap the benefits of EMR as it relates to patient acquisition and retention. In addition, the automated features of the right software will get you away from your computer and face-to-face with your patients, building relationships and providing the highest level of care. Check out some of the benefits of EMR when you make the most of this valuable – and necessary – tool today.

Convenient Scheduling

Scheduling can be much faster and easier with EMR. In addition to color-coded scheduling that makes it easy to see your patient list at a glance, you can use your EMR to send out automated patient reminders of upcoming appointments. This will significantly reduce your cancellations and no-shows, which is as good for your revenue as it is for the daily operation of your office. In addition, patients will be able to complete and submit paperwork online prior to their first appointment, making the introduction of new patients to your practice that much easier.

Safe, Efficient Prescribing

Electronic prescriptions are the wave of the future today and for good reason. Online prescribing allows for easier tracking of controlled substances and potential interactions with other medications your patient is currently taking. Electronic prescribing also ensures you and your patients are alerted to potential drug allergies. This procedure takes prescriptions right from your office to the pharmacy with less room for delays and prescribing errors.

Effective Patient Retention

You probably already know it is much more cost-effective to keep the patients you have rather than having to fill up your patient base regularly. EMR makes patient retention easier than ever if you know how to use it wisely. This technology automates the process of sending patients reminders when they are due for their next treatment, increasing office visits for you. You will also be able to more effectively track referrals to ensure none of those prospective patients slip through the cracks.

Enhanced Patient Engagement

Ongoing interactions with your patients is another good way to up your retention rates and EMR can make that process easier than ever. Use your software to send out blasts about your latest specials or new procedures you are offering. Develop a monthly newsletter to keep your patients in the loop of your practice happenings. Set up a rewards program for patients that come in for regular cosmetic treatments, giving them the incentive they need to set up that next appointment.

The Value of a Paperless Office

You may be apprehensive about the idea of a paperless office, but it won’t take you long to see the value of this new system. Storage of patient files no longer has to take a significant amount of space, while obtaining those files will be as easy as pushing a few keys on your computer. Coding for insurance billing will also be at your fingertips, as well as sharing information with other physicians and pharmacies.

EMR can be a huge adjustment for any medical practice, but most physicians find that the value of the system can be seen fairly quickly as your staff gets up to par with the new software. If you are looking for EMR software that can give you exactly what you need to bring your practice to the next level, contact PatientNOW at 888-644-2987.


What are the Benefits of Implementing Electronic Medical Records?

Electronic medical records or EMRs are changing the face of plastic surgery today. These electronic records offer a digital version of a patient’s paper chart and are primarily used within the plastic surgery practice for tracking patient procedures, providing information directly to patients and encouraging patient engagement within your practice. With better access to patient information and the potential for higher patient retention, EMRs offer benefits to patients and plastic surgeons alike.

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Quick guide to retaining Superstar employees

I have had the pleasure of interacting and getting to know aesthetic medical practices throughout the country when I’ve trained physicians and staff in the use of EMR, practice management, and patient engagement software. Over the years, I’ve noticed that one of the greatest challenges a plastic surgery practice faces is the retention of great employees. In my travels, I’ve been fortunate to observe employee best practices throughout the U.S. Now I’d like to share my observations with you.

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