November 21: Join Philip Elder and Aesthetic Medicine for an exclusive Business Masterclass on expansion
As we move towards the end of the year, we are gearing up for our third Business Masterclass in a series Philip Elder has been collaborating on with Aesthetic Medicine.
Taking place this Monday, November 21 at 7pm, the topic for this masterclass is expansion.
In previous articles and, in turn, our online sessions, we have taken a deeper dive into branding and marketing. This month ahead of the masterclass, I wanted to focus on expansion and, within that, the role of automation.
These are subjects that are often overlooked with a heavy focus being placed on the top of the funnel, feeding new people into the clinic, which costs time and money, and not on retaining existing patients. The best analogy I have heard for this is that people focus on filling the bucket but do not plug the holes at the bottom, which is a huge loss and waste. If we can focus on long-term/lifetime client value, we can give a greater level of care and service while increasing the clinic’s income and facilitating expansion.
THE PATIENT JOURNEY
The patient journey begins with your first point of contact, your brand messaging and continues through multiple contact points and communications way before a patient even steps into the clinic.
For this reason, it is vital that we automate some of these communications. Not only does the implementation of systems remove the risk of human error, it frees you up to focus on the key areas of treatment delivery and patient care.
Three key areas we can easily systemise:
- Patient contact prior to appointment. This has a two-fold effect firstly, the benefit of an automated system prior to appointments is a great way of reminding people and reduces the chance of missed appointments and wasted clinical time, but it also very importantly allows you to personalise the message given, which in turn builds trust prior to treatment.
- Patient follow-up is vital not only in providing aftercare information at the correct stages.
- The great news is that this is all very cost-effective to implement many systems already exist and can be tailored and modified for purpose, giving the chance to make fantastic returns for little investment both financially and in terms of time.
