Patient retention is an important factor in the growth and success of a GP clinic business. It can be difficult for a health care business to thrive if they are constantly losing patients because these lost patients may not become new customers, or return as existing ones.
Patient retention is a key component of any GP clinic's growth
Retaining your current patients is essential to the success of your clinic. It is much more difficult and expensive to find new patients than it is to keep the ones you have.
According to practice management consultants, there are a number of things you can do as a GP business owner to improve patient retention rates:
- Make sure that your clinic is easy to access and navigate, with ample parking and clear signage.
- Offer a variety of appointment times that fit into your patients' busy schedules.
- Create a welcoming environment in your waiting room, where patients feel comfortable sitting for extended periods of time.
- Ensure that all members of your staff are courteous and friendly, and take the time to get to know each patient on a personal level.
- Maintain proper records of all your patients' medical history, and make sure to update them regularly.
- Regularly send out communications (via email, text message or mail) to your patients notifying them of upcoming appointments, changes to the clinic's hours or special promotions.
- Make it a point to follow up with patients after they have been discharged from your care, to see how they are doing and whether they have any questions or concerns.
By following these simple tips, you can help ensure that your patients remain loyal customers for many years to come.
Patient retention is important overall
Keeping your patients means so much more than profitability for a GP business. It means:
- Increased revenue.
- Improved patient satisfaction.
- Enhanced staff morale and a more rewarding work environment.
In order to keep their current clients coming back for future appointments, GP businesses should offer an effective appointment reminder system. This could be as simple as text messages or email notifications from the clinic's website homepage, while others may prefer handwritten notes on their doorknob with information about upcoming visits. Providing this courtesy shows respect for the client's time and helps them remember key details during a visit such as allergies or any medications they are currently taking. It also provides a great opportunity for clinics to communicate important announcements like changes in hours of operation, additions to their staff cadre, and monthly specials.
Paying attention to the small details will help ensure that your patients remain happy with their visit, and this attitude of gratitude is likely to extend into future visits as well, according to professional GP consulting firms.
Achieving higher rates of patient retention can be difficult for some clinics due to the following factors:
- Lack of a referral network: This means that there is a small group of patients that come to your clinic for treatment, and they might not necessarily recommend it to their family or friends.
- Patients leaving the area: If you are in a location where there are multiple clinics, this means that you will have more competition than other areas. Therefore, attracting new patients can be difficult if word doesn't spread quickly about how great your service is.
- Patient influx from hospitals: Many people choose to go straight to hospital when something goes wrong because they don't feel confident enough with general practitioners, however some people do opt for GP services after being discharged from the local hospital due to lack of resources at home.
- Poor marketing campaign: If you do not have a good marketing strategy in place, it can be difficult to attract new patients. People are more likely to choose a clinic that is close by and has good reviews online.
- Patient loyalty: Once you have gained a patient's trust, it is important to keep them coming back by providing high quality service. If they feel like they are not being heard or their concerns are not being taken seriously, they may seek treatment elsewhere.
- Limited appointment availability: Limitations to the number of appointments that can be given to a patient in a given timeframe can lead to delays in being able to see their GP. Delays in care may cause the condition of a patient to worsen, leading them back across town for treatment.
- Poor service: If your clinic is offering poor service or making mistakes with insurance claims, then you are going to have trouble keeping patients from leaving and taking their business elsewhere.
The benefits of achieving high rates of patient retention include increased referrals from satisfied patients and lower staff turnover
The more your current patients are happy with your service, the more likely they will recommend you to their friends and family members. In order for your business to grow, you need a steady flow of new patients. If you can keep the ones that are already coming in from leaving, then it will be easier for your clinic to expand and attract more clients.
