As practicing Clinicians, we get calls/ messages from two category of people
1. Our existing patient
2. A new patient enquiry
Are we responding quickly enough to them ?
Negligence / delay in responding to them, can easily lead to a loss in patient loyalty & business. We have to have a proactive patient service strategy, so that it will help you connect to your patients faster and even help you get new ones.
RESPONSE TIME is one of the most important factors, which influences their decision whether to stick with you or not.
FACTS:
5 minutes is the ideal timeframe for responding to a new patient enquiry.
Calling back within 5 minutes is 21x more effective than calling after 30 minutes.
24% of patients say that initial contact is critical.
Responding within the first minute increases patient conversions by 391%.
50% of new enquiry patients, go with the doctor/ hospital that responds first.
30% of your enquiry will choose one of your competitors if you don’t respond sooner.
TIPS:
a) Automate your replies, enable chat-bot in websites, use whatsapp business quick replies, using whatsap web, check your e mails atleast once daily
b) Assign your staff (or / call-divert) to attend your calls/ notifications if you are busy, note it down and call back
c) Allow notifications for FB messenger/ Whatsapp business and whichever social media/websites, you are connected with your prospective patients.
Once you get used to immediately contacting (and converting) your patient enquiry, it’s hard to go back.
REMEMBER: if you’re not first one (to respond faster) , you ll be the last one (to generate revenue)
Let’s think, plan and implement on what changes you should be making in your clinical practice on how to bridge this gap?
I am very curious to know WHAT IS YOUR ACTION PLAN ?
Type as comments below.
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