How HubSpot Helped Improve Healthcare Operations and Patient Experience
How HubSpot Helped Improve Healthcare Operations and Patient Experience
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.
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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