Challenge

Dr. Mithin's Kerala Ayurvedic Clinic, renowned for its effective treatments, faced a challenge with patient retention. Despite positive results, patients weren't returning for follow-up care or recommending the clinic. The culprit? A cumbersome appointment scheduling and paperwork process that detracted from the overall patient experience.

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Identifying the Root Cause

To understand the reasons behind low patient retention, a comprehensive analysis was conducted:

• Staff Interviews: Conversations with staff revealed a lack of training in patient communication and hospitality, potentially leading to patient dissatisfaction.

• Patient Feedback: Direct feedback from patients identified issues with appointment scheduling, the clinic's atmosphere, and service staff behavior.

• Physical Space Assessment: The clinic's environment lacked elements that promote relaxation and rejuvenation, crucial aspects of Ayurvedic healing. Most people don't like the smell of medicines and oils in the clinic, so they have a negative association with the clinic. When they think about the clinic, this is what comes to mind.

Solution

A multi-pronged approach was implemented to address these issues and enhance the patient experience:

• Staff Training: Staff underwent training in communication skills, patient empathy, and basic knowledge about the clinic's treatments. This equipped them to provide a more patient-centric experience.

• Streamlined Scheduling: A convenient online appointment booking system was established using a local WhatsApp number. Additionally, Google My Business and Practo profiles were created to capture online searches for Ayurvedic clinics and channel potential patients to the clinic.

• Digital Presence Boost: The clinic established social media pages and encouraged existing patients to follow them. Instagram QR codes were placed around the clinic, allowing patients to easily access tips and updates.

• Reduced Paperwork: The form-filling process was streamlined. Information was collected at different stages - reception, consultation with the doctor assisted by a nurse - minimizing patient frustration.

• Ambiance Makeover: The clinic's interior was redesigned to create a calming and serene atmosphere. Natural elements and Ayurvedic aesthetics were incorporated to promote a sense of well-being.

• Improved the Scent: We improved the overall smell of the clinic by introducing unique fragrances that reflect the essence of Ayurveda. This creates a pleasant and calming atmosphere, enhancing the patient experience and positively changing their perception of the clinic.

• Introducing Music: We have curated relaxing music for the waiting room and physiotherapy area, further promoting relaxation and a positive patient experience.

• Post-Treatment Support: Educational materials and follow-up consultations were offered to encourage patient engagement and ensure optimal treatment outcomes.

Results

The holistic approach yielded significant improvements:

• Increased Patient Retention: Satisfied patients returned for further treatment and recommended the clinic to others, fostering a loyal patient base.

• Improved Patient Satisfaction: Feedback surveys reflected a positive shift in patient experience with the clinic's staff and atmosphere. Patients felt more valued and appreciated.

• Enhanced Brand Image: The clinic's reputation for providing exceptional Ayurvedic care with a focus on patient experience solidified.

• New Client Acquisition: The optimized digital presence and streamlined processes attracted new patients, driving clinic revenue and growth.

This case study demonstrates the power of a patient-centric approach. By addressing communication gaps, simplifying processes, and creating a welcoming environment, Dr. Mithin's Kerala Ayurvedic Clinic was able to transform the patient experience, leading to increased patient retention, brand loyalty, and overall business growth.