Study Shows 71 Percent of New Patient Leads Missed by Refractive Practices

The Refractive Surgery Council has tracked refractive procedure volume in the United States since 2015. Following a robust 32.3% surge in LVC procedures in 2021, the past years have seen declines in the number of LVC procedures.¹

While some see the current economic downturn and status of laser vision correction (LVC) as an elective procedure as the leading causes for this decline, Carl Zeiss Meditec USA, Inc. (ZEISS) initiated a comprehensive research study to further examine the troubling downward trend. The findings suggest there are other contributing factors at play.

The study found that many providers are not adhering to best practice guidelines for lead conversion as outlined in a 2011 study by James Oldroyd, Ph.D., and David Elkington, CEO of InsideSales.com, detailed in the Harvard Business Review ², potentially missing opportunities to capture a significant number of new prospective patients. The study’s insights underscore the importance of refining lead conversion strategies and daily practices to optimize new patient acquisition in the LVC sector.

"Prompt lead response isn't just about securing appointments; it's a cornerstone of patient-centered care. Timely communication signals attentiveness, builds trust, and ultimately enhances the overall patient experience, fostering a profound sense of value and support every step of the way,” said Vance Thompson, MD, President of ASCRS and Founder of Vance Thompson Vision in Sioux Falls, SD.

Key findings from the study:

1. 71% of new leads turned into missed opportunities because of no response, a slow response, no follow up, or lack of consistent communication.
2. Of nearly 300 leads generated, more than 40% were never personally contacted.
3. More than 1 in 4 leads went unanswered.
4. Less than 1 in 2 websites offered online appointment booking.
5. Even the most responsive practices left more than 20% of leads unanswered.

“Demand for refractive surgery suffers because of the gap between what patients want and what practices provide.  This study highlights a major issue in terms of response time to new inquirers.  They want it FAST to match up with the immediate and instant access we’ve all become accustomed to in most of our daily interactions,” says Shareef Mahdavi, patient experience expert and author of Beyond Bedside Manner. ”