How a Consultancy can Help a Hospital in Customer Retention

1. How a Consultancy can Help a Hospital in Customer Retention Apart from being centers of holistic healthcare, hospitals are fundamentally business enterprises that thrive on customers for their existence. The main objective of any hospital would be to attain proftability by sterling service and patient satisfaction. To accomplish this, a hospital must see its "patients" as not mere seekers of therapy but as "customers" who deserve to leave completely satisfed with all aspects of their service. Healthcare consulting frms are the best to assist hospitals in achieving customer retention. Role of a Healthcare consultancy frm in a hospital's customer retention A healthcare consultancy plays a very important role to improve customer satisfaction and patient retention in a hospital by the following means. 1. Improving the hospital's brand equity A hospital's brand equity lies in the perception of the customer towards the quality of service and medical facilities it provides, the competence of its doctors and staf and the efectiveness of the treatment gained. This brand equity is normally created by a healthcare consulting frm through its marketing eforts, newspaper articles and advertisements, PR events etc. 2. Customer engagement Customers of the hospital may be existing patients or new ones who come through referrals or by seeing the hospital media coverage. The healthcare consulting frm ensures that the hospital's customers are constantly engaged whether they are currently utilizing the hospital's services or not. Social media posting and newspaper coverage of the hospital's PR events are done constantly to keep the

2. customers engaged with the hospital's services, technologies and its excellent healthcare administration. 3. Tapping the customer's needs Every customer has a diferent need as far as a hospital is concerned. It may be a routine health check up, a precautionary scan for diagnosis, an immediate surgery or even prolonged medication under observation. Whatever be the needs of the customer, the healthcare consulting frm conveys to the customer through its marketing campaigns and events that all these needs are fully satisfed by the hospital. This is done by organizing PR events like blood donation camps and free health check-ups or through periodic promotional ofers on scans, diagnostic tests and services. 4. Enticing the customer to op for this hospital over others. In every locality, multiple healthcare providers are bound to exist. How to ensure that the customer chooses your hospital over the others? This can be done only by the healthcare consulting frm. The consultancy tries to project and highlight the "extra plus" in the hospital in terms of treatment, service, technology and cost to entice the customer to choose this hospital over others. 5. Ensuring easy access to the customers Any hospital can provide quality service but are their services easily accessible in terms of cost, location and time? This question is easily answered by a healthcare consultancy. The healthcare consulting frm can make the hospital's services easily accessible by coordinating with the hospital's management services and deploying a CRM for the hospital with connectivity to apps through which customers can schedule their appointments beforehand and see their report status online. Such facilities ensure easy access to the hospital's service to customers.

3. 6. Highlighting the consumer experience A hospital is a service industry and here the patient's experience is the key factor that contributes to his satisfaction. The healthcare consulting frm highlights the customer's satisfed experience at the hospital and promotes it through promotional videos on social media or TV to increase the visibility and reach of the hospital. Using the above tips, the healthcare consultancy can improve the efciency and productivity of a hospital. Every hospital management service must enlist the services of a professional and profcient healthcare consulting frm to maximize its customer satisfaction and patient retention.