Hospital marketing, CRM strategy to increase return visit rate
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#CRMMarketing #Customer Relationship Management #Return Rate
#CRMMarketing #Customer Relationship Management #Return Rate
A strategy to strengthen customer relationships using the CRM system, such as managing existing patients, notifying them of regular checkups, and providing customized health information, which is as important as attracting new patients.
Hospital CRM core strategy
1. Patient data management
Establish a systematic patient information collection and management system.
- Collection of basic patient information
- Medical history management
- health status tracking
- Privacy protection
2. Regular checkup notification
We provide customized notification services for patients’ health management.
- Checkup schedule notification
- Reservation reminder
- Health check-up reminder
- personalized message
3. Personalized health information
We provide personalized health information tailored to the patient's condition.
- Management guide for each disease
- Tips for improving lifestyle habits
- Diet and exercise advice
- Health news provided
4. Establishment of communication channels
We operate various channels for continuous communication with patients.
- Text and Email
- mobile app
- online consultation
- social media
5. Patient Benefit Program
We operate a variety of benefit programs to encourage repeat visits.
- Regular checkup discount
- Earn health points
- Referrer Benefits
- birthday celebration service
6. Performance analysis and improvement
Measure and continuously improve the performance of your CRM activities.
- Return visit rate analysis
- Patient satisfaction survey
- Improve service quality
- Measure marketing effectiveness
Hospital CRM effect
| CRM activities | Return rate | patient satisfaction | increase in sales |
|---|---|---|---|
| Regular checkup reminder | 25-35% | high | 20-30% |
| Personalized health information | 20-30% | very high | 15-25% |
| patient benefit program | 30-40% | high | 25-35% |
| Establishment of communication channels | 15-25% | high | 10-20% |
| Patient Data Management | 10-20% | middle | 5-15% |
| Performance analysis and improvement | 5-15% | middle | 5-10% |
Hospital CRM Strategy Q&A
Q. What is the core goal of hospital CRM?
A. The core goal of hospital CRM is to improve repeat visit rates and increase patient satisfaction by building continuous relationships with patients. This is because managing existing patients is more cost-effective and profitable than attracting new patients. In addition, it is important to continuously monitor the patient's health status to improve the patient's health through preventive medicine approaches and to increase the hospital's expertise.
Q. What are the precautions when introducing a hospital CRM system?
A. Compliance with personal information protection laws and medical laws is most important. Patients' personal and medical information must be safely protected and the consent process must be clear. Additionally, an intuitive interface that can be easily used by both medical staff and patients is required, and it must be seamlessly linked with existing hospital systems. It is also important to ensure sufficient time for medical staff to adapt through phased introduction.
Q. What are the CRM activities that increase patient satisfaction?
A. Providing personalized service is key. It is important to provide customized health information tailored to patients' health status and interests, and to help them manage their health through regular checkup notifications. In addition, emotional services such as 24-hour online consultation service, convenient reservation and inquiry service through mobile app, and congratulatory messages for birthdays or anniversaries also help improve patient satisfaction.
Q. How do you measure the performance of hospital CRM?
A. Key indicators include return visit rate, patient satisfaction, reservation rate, and profitability. Re-visit rate is a key performance indicator in CRM, and patient satisfaction is an important indicator of service quality. Additionally, booking rate and profitability are indicators of business performance. It is important to conduct regular patient surveys and identify areas for improvement through data analysis to continuously improve services.
Q. Can small hospitals also adopt CRM?
A. Yes, even small hospitals can adopt CRM. You can start by leveraging simple CRM tools or cloud-based services rather than expensive, specialized systems. It is recommended to start with basic patient information management, regular checkup notifications, and establish communication channels with patients and expand gradually. What is important is the mindset to continuously manage and improve relationships with patients.