Medical Marketing Strategy

Medical Marketing: Affordable Solutions For Clinics

Medical Marketing Strategy : Ways To Improve Patient Experience

Imagine a busy medical clinic with calls and patients walking in. The phones are ringing non-stop, and receptionists are juggling calls, putting one person on hold after another.

Have you ever considered what happens during those crucial moments when someone places patients on hold? Time slips away, frustration intensifies, and patience wears thin for the caller.

We have found strategies to help medical practices give their callers the best experience. Instead of using a one-size-fits-all solution, clinics can take several steps to reduce phone line congestion. Let’s look at the three essential tools every clinic marketing director should include in their marketing campaign kit.

Online Scheduling Options

Many patients like to book appointments after regular hours. This is because calling a provider and waiting on hold can interrupt their workday.

With online booking, they can make appointments whenever it suits them, reducing mix-ups about available dates and times.

Most systems send automatic SMS and email reminders to patients before their appointments. These programs offer scheduling and other helpful features. They can improve a clinic’s daily operations.

Easy Rescheduling

Customers can easily reschedule or cancel their appointments online without the hassle of calling your staff. This makes the process smooth and stress-free. Additionally, you can set up fees for last-minute cancellations to ensure fair compensation for your time.

Enhanced Communication

Many online booking systems provide automated follow-ups and feedback. This helps you stay in touch with your customers. It also lets you improve your services based on their input. This ongoing communication builds stronger relationships and trust with your patients.

Convenient Access to Information

Customers can easily access details about their appointments, services, and staff availability online. This gives them all the information they need at their fingertips. This transparency enhances their experience and helps them feel more informed and confident in their choices.

Reduce Paperwork

For patients who use an online system, your staff can save time on intake forms, waiting list inquiries, and payment collections. Automation can handle all these tasks, allowing your staff to focus on providing excellent care.

By streamlining the booking process, reducing administrative tasks, and improving communication, online booking systems significantly boost customer satisfaction and enhance overall service quality.

Custom Branding

They can also connect to your social media accounts. This makes it easier for patients to find and book appointments online. This seamless integration helps maintain a consistent brand presence and improves the overall patient experience.

On Hold Marketing

Let’s step into the shoes of a patient calling a clinic: the expection, the wait, and then… on-hold music. As more calls come in, clinics need to step up their game and avoid any slip-ups that could mean missed opportunities.

Free Generic Music

Many phone providers offer free hold music, but let’s face it—it doesn’t make the experience better for your patients. Many callers are familiar with the repetitive, generic tunes while on hold. Which do little to enhance their experience during the wait. Custom on-hold messaging is cost-effective and tailored to your clinic, making the wait more pleasant.

On Hold Music For Branding

While building your phone system, it’s important to pick music that matches your brand image. Free music from your provider might sound like a good deal, but IT people aren’t marketing experts. IT experts might not be aware of how annoying generic music is for patients, and will only think of keeping costs to a minimum.

Another “free” option is using radio, but playing a local station could expose your callers to competitors’ ads.

Lastly, many clinics don’t realize that playing music on hold requires proper licensing rights. If you skip this step, you could face fines from a copyright infringement lawsuit.

Customized On Hold Marketing Solutions

Instead of relying on repetitive music or radio stations that might annoy patients, try using on-hold messaging. Highlight service upgrades, announce special discounts, share clinic updates, or direct callers to your website for more information. Customized on-hold messaging enhances patient satisfaction, reinforces your marketing efforts, and can increase revenue.

Your clinic can keep patients informed, improve their experience, and build your clinic’s brand. Optimize this valuable time to engage with your audience and drive traffic to your website.

Upgrade Communications

If your clinic hasn’t updated its phone system in the last 10 years, it’s a great time to explore today’s technology. One of the best features in these new digital systems is the “callback feature.” Modern digital phone systems let patients stay on hold or hang up, keep their place in line, and get a callback. This reduces hold times and gives patients more control over their waiting experience.

Enhanced Patient Satisfaction

The callback feature allows your patients to avoid long hold times, giving them the option to receive a callback when it’s their turn. This reduces frustration and enhances the overall patient experience. Which will also make them more likely to feel valued and satisfied with your clinic’s services.

Improved Staff Efficiency

The callback feature allows your patients to avoid long hold times, giving them the option to receive a callback when it’s their turn. This convenience reduces frustration for the patient. The service improves the patient experience and helps them feel valued.

Reduced Abandonment Rates

Long hold times often cause patients to hang up in frustration, leading to missed opportunities and potentially lost patients. The callback feature keeps patients engaged by allowing them to avoid long waits. This reduces the chances of abandoned calls and improves overall communication efficiency.

We’ve partnered with many phone system providers, but Atcom truly stands out. While most providers just offer basic telephone service, Atcom goes above and beyond with exceptional customer service. That’s why we confidently refer our clients to them. Mention COHM to the Atcom team to receive three months of free service!

I’ve been in marketing, telecom and audio production for over 18 years! Its important for businesses to dedicate some of their budget to customer experience. We specialize in creating memorable experiences for your patients with affordable auto attendants and on-hold messages.

Need help improving your workflow and enhancing your customer experience? Shoot me an email and I would be glad to help your business reach new heights.

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