Improving Marketing Efforts and Referral Management with LeadingReach

“LeadingReach is like my bible. I’d be lost without it because we do a lot of tracking and provide a lot of reports to our doctors.”

Beverly Davis, Referral Coordinator

podiatry group of south texas logo
  • 9 Providers
  • 14 Locations
  • Founded in 2003
About The Podiatry Group of South Texas

Founded in 2003, The Podiatry Group of South Texas now has 14 offices spread throughout San Antonio and southern Texas to serve patients with all types of foot and ankle problems.

The Challenge

With multiple offices throughout San Antonio and southern Texas, processes may be different in each location, creating inconsistencies in referral management for the entire group. “New patient referrals weren’t tracked very closely and each office would handle their own referrals,” says Beverly Davis, Referral Coordinator, The Podiatry Group of South Texas.

With those varying processes from office to office, referrals and follow-ups had the potential to fall through the cracks. Unfortunately, these inconsistencies also have the potential to increase the chances of losing patients due to untimely follow-ups and longer processing time.

Prior to LeadingReach, team members at The Podiatry Group were dealing with not only these problems but also trying to establish a strong process of communication with their Primary Care Physicians to better improve referral management.

Along with challenges that arose from inconsistent referral management processes also came frustration not only from the patients but also from the physicians.

“There would be times when I would get calls from the doctor saying, what’s going on? I don’t have a lot of referrals. I don’t have as many patients right now,” says Krista Franklin, Marketing Coordinator for The Podiatry Group of South Texas.

The real problem was not that the doctors had no patients, but that there was a backlog of referrals that hadn’t been worked on. This translated to fewer appointments and fewer surgeries.

“New patient referrals weren’t tracked very closely and each office would handle their own referrals.”

The Solution

The search for improved processes that would resolve these issues and the overall efficiency of their referral management led the group to LeadingReach. LeadingReach provided The Podiatry Group with a better way to manage their high-volume of referrals that would improve appointment conversion rates and provide a smooth process for all offices within the group.

“We track all new patients in LeadingReach. We label our phone appointment requests as self referrals allowing us to track all our different referral sources in one spot,” said Davis.

Along with the referral management tools, The Podiatry Group takes advantage of the communication features on LeadingReach that allow them to easily connect with other team members in the different offices to ensure easy collaboration. The platform also allows for referral reporting that gives users the chance to pull reports on a timely basis as needed.

“What I really liked about LeadingReach off the bat was the ability it gave me to filter different views of all my referrals depending on how I want to categorizing them. The flexibility it gave me to utilize the data the way I need to in the moment I find very helpful.”

“We track all new patients in LeadingReach. We label our phone appointment requests as self referrals allowing us to track all our different referral sources in one spot.”

The Results

“One of the best parts of using LeadingReach is that all referring offices are now in one place, and we can see how many they’re referring each month,” said Ms. Franklin. The LeadingReach platform allowed the group to eliminate referral leakage and lost patients by providing them with a streamlined system that they now use to monitor and track every step of the referral process. They have used the platform to address physician concerns and challenges that were previously faced that were costing the group money and patients.

When faced with continuous challenges with referral management and care coordination communications, The Podiatry Group sought out a solution that would help them improve their processes throughout each of their office locations.

Upon finding LeadingReach, the group was able to turn around the negative outcomes they faced with their previous processes and improve internal communications and management for their referral network.

“One of the best parts of using LeadingReach is that all referring offices are now in one place, and we can see how many they’re referring each month.”

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