The way to ensure the patient’s loyalty to the institution is through the patient’s heart. Just like the bond of trust between the patient and the doctor, a bond should be established.
In this sense, in order for the call centre to establish this communication and to carry out projects, information flow should be ensured from each department, and everyone from the lowest official to the top manager should contribute to this data.
What Can Be Done to Increase Hospital-Based Fidelity?
For example, every patient who enters hospital for any type of treatment should be called after the completion of his/her treatment to know about the satisfaction level.
His complaint, if any, should be listened to, and information should be given again when the issue is resolved. These patients should not be called only once, but should be examined periodically, at least once a month, for new applications. You can apply such measures in your hospital after making a consultation with hospital consultancy firms in India.
Or, if the patient has given birth in your hospital, they should be under close follow-up of the paediatric unit. For example, you can check whether a baby had the tuberculosis vaccine or not, and you can pass the feeling of interest and trust.
For example, if a patient/patient’s relative who regularly comes to the internal medicine department has not come to any other department, this person can be offered to have look on other departments of the hospital as well.
Of course, this requires a strong transcript supported by medical data. For example, it may be reminded that a diabetic patient should have an eye examination periodically and the reasons for this can be cited.
Thanks to effective management, you know your patients and their families, and thanks to proactive marketing, you can increase the variety of services they benefit from and keep patient loyalty at high levels.
Word of mouth is the most effective form of advertising in the world. An unsatisfied patient who is not followed up and is not attended to should reach you without telling others about his complaint so that you can keep the broken arm in the sleeve.
Otherwise, it is possible for the institution to lose both current and potential patients. However, thanks to the feedback, suggestions and complaints from patients, business processes can be improved and effective patient relationship management is provided.
In this way, a difference is made in the eyes of the patient. For example, by developing a complaint suggestion system, gathering all future suggestions and complaints in a single centre and analysing the results, eliminating possible problems and improving processes will make a difference in the eyes of the patient.
Marketing campaigns can be prepared with an effective call centre application. However, the patient list on which these campaigns will be implemented must be carefully prepared.
There should be many screening criteria according to the advice of hospital consultants in Delhi NCR. For example, if you are going to send a congratulatory message on mother’s day, the person you send should not have lost their child in your hospital during pregnancy.
Otherwise, you may face an inappropriate situation and cause the patient to be upset and dissatisfied while the patient wants to maintain loyalty.