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How HubSpot Helped Improve Healthcare Operations and Patient Experience

Healthcare operations
Healthcare Operations
Client Success Story

Industry: Healthcare Provider

Business Model: Primary Care, Urgent Care & Telemedicine

Location: Berlin, Germany

Tools

HubSpot CRM, Workflow Automation, Marketing Hub, Lists Tool, Live Chat and Chatbots, Analytics and Reporting Dashboard

Timeline

20 Months

Outcome: We provide accessible and reliable healthcare services, offering primary care, urgent care, and telemedicine solutions to meet your needs, whenever and wherever you need them. Our goal is to support your health with convenience and care.

Client Overview

A well-established Healthcare Operations provider with a focus on primary care, urgent care, and telemedicine was in need of a solution to address the effective patient handling and the business workflow optimization. As the organization addressed approximately a thousand patients per month it was a pressure to cope with patient’s notifications, calls, and appointments.


Key Challenges Faced By Healthcare Operations Provider Company

1. Inefficient Lead and Patient Management

Challenges in monitoring and addressing the patient flows’ inquiries and follow-ups.

2. Fragmented Communication

Lack of a centralized platform to communicate with patients effectively.

3. Limited Automation

Here they lose a lot of their staff time in tasks such as appointment scheduling, appointment reminders, and follow up with the patients.

4. Inadequate Insights

Lack of data that can be used to study the interactions patients have with the campaign as well as the results of the campaign.

5. Low Patient Retention

Limited personalized engagement resulted in reduced repeat visits.


Solutions

1. Centralized Patient Management

Launched HubSpot CRM system in order to have all the information about the patient and his inquiries and previous correspondence with him/her in the unified platform.

2. Automated Workflows

Set up workflows for:

  • Automated appointments scheduling and follow–up.
  • For instance – mails sent after the appointments and meeting.
  • Enlistment of previous visitors for different services by sending reminders to recreate that initial interest.

3. Enhanced Communication

Embedded HubSpot’s Live Chat and Chatbots to manage patient queries on the same portal responding to them instantly.

4. Targeted Engagement

Utilized the Lists Tool in order to generate list segments using demographic, appointment types, and medical history. Personalized campaigns included:

  • Specific advice on health related issues for patient.
  • Promotions for surgical and diagnostic services that are considered to be optional.

5. Actionable Insights

Shared detailed analysis of patient’s behavior, email responsiveness and appointment schedule to improve the marketing plan.


Tools and Technologies Used

1. HubSpot CRM

2. Workflow Automation

3. Marketing Hub

4. Lists Tool

5. Live Chat and Chatbots

6. Analytics and Reporting Dashboard


Results Achieved

1. Improved Patient Engagement

The overall response rate was 40% higher with patients responding to a higher number of appointment reminders and health tips.

2. Operational Efficiency

Workflows took 20 hours of team time per week off the plate from staff so they could spend more time attending to patients.

3. Higher Patient Retention

To increase the second visits, targeted e-mailing campaigns were launched and the willingness to repeat the visit increased by 25%.

4. Enhanced Patient Experience

Instant communication tools cut by 50% the time taken for query resolution, enhancing patient satisfaction.

5.Data-Driven Decisions

With analytics, the organization was able to pinpoint patterns and proceed with patient engagement in the most efficient way.


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