Case Study: How Personalized Patient Retention Strategy Transformed a Chiropractic Clinic

Client: Dr. John Doe

Industry: Chiropractic Care

Period: July 2023

In July 2023, my journey began with Dr. John Doe, an experienced chiropractor with a thriving practice. Dr. Doe excels in delivering patient-centric care, and his practice is a testament to his dedication and expertise. However, he faced the challenge of patient retention and re-engagement, a common issue in healthcare.

Initial Scenario

Dr. Doe had a significant number of patients who had not scheduled follow-up appointments or communicated with the practice for several months. This situation impacted the practice, and Dr. Doe sought to reconnect with these patients to continue offering his support and care.

Solution

I collaborated with Dr. Doe to implement a comprehensive approach:

• Identifying the Audience: Together, we selected 100 former patients who hadn’t visited the practice in the last 6-8 months.
• Creating Personalized Messages: We crafted emails offering wellness tips and exercises. These emails included patient-specific details, such as their names and dates of their last appointments, to foster a sense of connection.
• Automating the Process: We utilized no-code and low-code tools to automate the email campaign, ensuring that the messages were personalized and conveyed genuine care.
• Engaging on Multiple Platforms: We expanded the outreach to WhatsApp, initiating deeper and more personal conversations.

Results

The results of the campaign have been remarkable:

• Immediate Connect: Out of 100 emails sent, we received 19 direct replies, a significantly higher rate than the average open rate of 21.56% for the healthcare industry. Moreover, these replies indicated that patients were not only opening the emails but also engaging with the content.
• WhatsApp Engagement: Encouragingly, 10 out of the 12 individuals messaged on WhatsApp responded. This 83% engagement rate far exceeds typical engagement rates for marketing communication methods, showcasing the power of personal outreach.
• Booking Boost: The campaign successfully converted 5% of recipients into bookings, compared to the industry average click-through rate of 2.49%. Furthermore, three of these bookings have already resulted in visits, and more appointments are expected after the summer break.
• Patient Retention: Though difficult to quantify, the positive feedback received from patients indicates that this approach increases patient satisfaction and retention. The campaign demonstrates the practitioner’s ongoing concern for their well-being and fosters a stronger patient-practitioner bond.

Conclusion

My collaboration with Dr. Doe’s chiropractic practice highlights the transformative potential of personalized, genuine outreach in healthcare. By leveraging the right tools and crafting authentic, caring messages, it is possible to significantly increase patient engagement and re-engage former patients. The success of this campaign underscores the value of personal connection in fostering patient satisfaction, loyalty, and retention in the healthcare industry.