Healthcare Case Study: Automating Appointment Reminders to Boost Patient Satisfaction

medical clinic:

How to use our service to automate informing about appointments and increase the number of satisfied clients

About the client

Medical Center "HealthFirst" is a modern multidisciplinary clinic located in the city center. It employs highly qualified doctors of various specialties, and also has its own diagnostic equipment for conducting a wide range of studies. The clinic is popular among city residents due to its high quality of service and attentive attitude towards each patient.

CLINIC PROBLEM

One of the main problems of the clinic is the long waiting time for patients on the line and a large number of missed calls. This leads to customer dissatisfaction and decreased loyalty. Moreover, some patients refuse to make an appointment due to long wait times on the line. This situation negatively impacts overall patient satisfaction and can lead to loss of revenue.

The purpose of our service

To solve this problem, the clinic’s management decided to introduce our audio call service. The main goal was to reduce patient waiting time on line to a minimum and minimize the number of missed appointments.

Results of service implemetation

- Customer wait times on line have been reduced by 10 minutes: This has significantly improved overall patient satisfaction and allowed patients to receive the information they needed or make an appointment more quickly.
- The number of missed calls has been reduced by 30%: Most calls are now processed in a timely manner even when doctors are not at work.
- Increased number of appointments: Improved service quality and reduced wait times have contributed to an increase in the number of appointments.
- Increased patient satisfaction: According to surveys conducted one month after the service was implemented, patient satisfaction levels increased by 20%.

Feedback from the clinic manager

"After implementing the audio call service in our clinic, we have noticed significant improvements in the service process for our patients. Previously, many patients complained about long minutes of waiting for an operator to answer, but now this problem has been solved. We are confident that this will help us attract even more new patients and improve our reputation in the city. We sincerely recommend this service to all medical institutions that seek to improve the quality of service to their clients and improve their business indicators."