Overview
Background
Case Study: Boosting Surgical Conversions for Cataract and LASIK through EasySolution’s Reminder System and Follow-up Tracker at a Leading Eye Hospital Chain in Mumbai
Client: A prominent eye hospital chain in Mumbai specializing in cataract and LASIK surgeries with multiple branches across the city.
The eye hospital chain, renowned for its expertise in cataract and LASIK surgeries, faced challenges in converting potential surgical leads into confirmed patients. While the hospital had a high consultation rate for these surgeries, many patients did not follow through on booking their surgeries after being advised. The primary reasons for the low conversion rate included patients forgetting follow-up appointments, uncertainty about the procedure, and lack of consistent engagement by the hospital.
The hospital wanted to address these challenges to ensure that patients who were advised surgery completed the process with them. They identified the need for a system that would help track and manage leads, remind patients about the importance of timely surgery, and follow up with those who had expressed interest.
- Client Developer
- Categories It Company
- Location Mumbai, India
- Project Url http://www.exampleproject.com
Challenge
1. Low Conversion Rate for Cataract and LASIK Surgeries:
Many patients did not return for their scheduled surgeries after the initial consultation.
Lack of an organized system to track hot leads and consistently follow up with them.
Patients often delayed or cancelled surgeries due to misinformation, second thoughts, or financial concerns.
2. Inefficient Follow-up Mechanism:
Follow-ups were manually managed, resulting in missed opportunities to engage with patients.
No automated reminders for patients about their recommended surgery or follow-up consultations.
3. Lack of Patient Engagement:
Patients were not receiving timely information or reassurances to address their concerns post-consultation.
No structured communication flow to help guide patients through the surgery decision-making process.
Solution
The hospital chain implemented the EasySolution Reminder System and Follow-up Tracker to boost patient conversion rates for cataract and LASIK surgeries. The solution included:
1. Automated Reminder System:
o Patients who were advised surgery received automated reminders via SMS, email, and WhatsApp about their next follow-up appointment and the importance of timely surgery.
o Personalized messaging with educational content was sent to address common concerns (e.g., benefits of cataract and LASIK surgery, recovery timelines).
o Follow-up reminders ensured that patients stayed engaged with the hospital and didn’t miss their appointments.
2. Hot Lead Follow-up Tracker:
A dedicated Follow-up Tracker was introduced to identify and manage hot leads—patients who had shown interest in surgery but hadn’t yet confirmed a booking.
A structured follow-up process was set up, where the hospital’s call center and patient coordinators contacted these patients at regular intervals to answer queries, offer financial options, and provide personalized support.
The system tracked the stage of each lead and flagged any delays or concerns so that the hospital staff could intervene accordingly.
3. Customized Patient Follow-up Campaigns:
EasySolution enabled the hospital to segment patients based on the type of surgery (cataract or LASIK), ensuring tailored communication for each group.
Special discount offers, EMI options, and success stories of previous patients were shared with undecided leads, helping them make an informed decision.
4. Patient Relationship Management (PRM):
The PRM feature ensured a continuous touchpoint with patients even after consultations, guiding them through the surgery decision-making process and addressing any uncertainties.
A digital log of each patient’s journey, from consultation to surgery, was maintained, allowing the hospital to track and improve conversion strategies.