Case Studies
Enhancing Patient Satisfaction and Retention with Visyfy’s Follow-Up Digital Employee
Chiropractic Group, South Florida
Introduction
A leading chiropractic group in South Florida sought to enhance patient engagement and retention by improving post-visit follow-up. They aimed to understand how patients felt after treatment and gauge their overall experience with the doctors. Additionally, they wanted to implement a Customer Satisfaction Score (CSAT) system to measure patient satisfaction and improve service quality.
Challenges & Objectives
- Lack of structured follow-up with new patients post-treatment.
- No system in place to gather feedback on patient experiences.
- Difficulty in tracking patient satisfaction and identifying areas for improvement.
- Need for a streamlined process to encourage positive reviews and enhance retention.
- Staffing challenges due to time-consuming manual follow-up tasks.
- Desire to redirect top staff to more strategic initiatives, improving overall operational efficiency.
Solution
Jessica, the Follow-Up Digital Employee
Visyfy implemented Jessica, the follow-up digital Employee designed to engage with patients after their initial visit. Jessica performed the following key functions:
1: Empathetic Follow-Ups:
Reached out to new patients within days of their treatment to assess their post-visit well-being.
2: Patient Experience Survey:
Collected valuable insights on doctor interactions and overall satisfaction through structured questions.
3: Appointment Booking Assistance:
Assisted in scheduling follow-up appointments if needed.
4: Direct Communication with Staff:
Routed specific patient concerns to the doctor or front desk staff for timely resolution.
5: Review Management:
Encouraged satisfied patients to leave positive reviews on designated platforms by distributing review links.
6: Performance Analytics:
Provided weekly, monthly, and quarterly reports on patient satisfaction trends and retention rates
Results & Impact
Increased Patient Satisfaction
The chiropractic group observed a 30% improvement in overall patient happiness, as reflected in higher CSAT scores.
Higher Patient Retention
More patients returned for follow-up treatments, leading to increased loyalty and continued care.
Boost in Online Reviews
A 20% rise in positive online reviews enhanced the chiropractic group’s reputation and credibility.
Operational Efficiency
Staff members experienced reduced workload due to automated follow-ups and appointment scheduling.
Optimized Resource Allocation
Top staff were able to focus on strategic initiatives rather than administrative follow-ups.
Revenue Growth
Improved
patient retention and increased referrals contributed to higher revenue and business expansion.
Return on Investment
The chiropractic group has seen a 12X return on their investment since implementation of Jessica.
Conclusion
By leveraging Visyfy’s Digital Employee, the South Florida chiropractic group successfully enhanced their patient engagement strategy. The implementation of automated follow-ups and satisfaction tracking not only strengthened patient relationships but also boosted retention and overall business growth. This case study highlights the transformative impact of Visyfy’s Digital Employees in optimizing healthcare operations and improving customer experiences.
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