The BST Framework
This is my unique method of discovering where your rebooking bottleneck is, whether you're a clinician or a clinic owner.
The three components of the BST framework are:
B - Beliefs
S - Strategy
T - Tactics
Beliefs
The most important component of this framework is the underlying beliefs of you or your team.
If you have limiting beliefs surrounding why you should rebook, these have to be challenged and overcome before strategic and tactical skills can be taught.
Some common limiting beliefs are:
1. Making money in healthcare means you are unethical
2. Patients are not willing to invest in their own health
3. Not wanting to come across 'pushy' during a consult
Until these beliefs are addressed, no strategic or tactical skills will be effective.
By exploring these beliefs initially, you could achieve fast increases in your rebooking rates purely due to the belief that it is an extension of care, which is what happened to Will (on the right), who rebooked 30% after one call exploring his limiting beliefs.
Strategy
Once underlying beliefs have been challenged, the next stage is to develop a rebooking strategy for yourself or your clinic. Typically, we have to dive into what your treatment approach is and how you'd like to portray your brand. Some prefer a collaborative approach, and others prefer to set themselves up as an authority.
In this section, I focus on developing a standardised consult strategy based off key touchpoints in the patient experience. By maximising patient trust, clinicians become more comfortable pitching their treatment plans, which increase their ability to rebook.
For example, Narrowgate physio (on the left) was struggling to convert free sessions into paid sessions because they did not have a standardised sequence that focused on the patient experience.
By focusing on 2 key touchpoints, we were able to maximise patient trust and communicate their clinic value, which led to a 30% increase overall in their free-consultation rebookings.
Tactics
The tactical component emerges from the strategy we have developed for you. There are thousands of tactics when it comes to pitching, but only some are going to be suitable for you or your clinic.
For example, if you position your clinic as an authority, your pitching techniques will focus on being extremely clear and direct with your treatment plans, inviting less collaboration from the patient (like a surgeon).
However, if you position yourselves as a collaborative, friendly clinic, your style of pitching as well as how you run your consult will invite patient preference and feedback.
Both styles work, however you first need to be clear on which strategy you want to implement.
This is exactly how Jonathan from 99 physio (on the right) was able to lean into his natural disposition as an authority figure in the industry, routinely booking out at 40+ patients per week.
The Bottom Line...
Rebooking patients isn't supposed to be easy.
However, it's also not meant to be THAT hard.
Most patients who consult with you are looking for help - and often it is a lack of these three factors that will cause the patient to lose trust with you.
Using this approach, I've helped clinicians improve their rebooking rates by up to 50%, resulting in up to $2000 extra revenue per week.
Similarly, through my workshops or developing rebooking structures with clinic owners - I've been able to increase rebooking rates anywhere from 20-30%.
You can see some of their testimonials down below.
Jonathan is routinely booked out as a solo-practitioner
Will rebooks consistently above 80%
Jason's team converts 30% better off free and initial consults
Ethan's rebooking rate improved by 40%
What next?
If you're ready to solve your rebooking problem, the first step is to sit down on a free 30-minute call together to see whether my approach is suitable for your needs. You can book in a time at the button below.
Alternatively, if you'd like to learn more about what I do, you can visit my resources section or purchase my book that has served 290+ clinicians.
Hope to hear from you soon.
Wishing you success,
Phil
