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Case study

Chiron Increases Appointments by 120% and Reduces No-Shows by 50% for a Leading Heart and Vascular Care Provider

Objective: To improve patient appointment rates, reduce no-show appointments, and enhance overall patient experience by optimizing inbound communication and proactive patient outreach.

Challenges The heart and vascular care provider faced several operational and patient engagement challenges.

Solutions Implemented

To address these challenges, we implemented a series of strategic initiatives and services tailored to the needs of the heart and vascular care provider:

1. Inbound Communication Management:

   • Took over all inbound calls, significantly reducing patient hold time from 18 minutes to less than 30 seconds.
   • Ensured efficient and prompt handling of all patient inquiries and appointment requests.

2. Appointment Management Campaigns:

   • 6-Month Recall Campaign: We launched a focused campaign to reach out to patients who hadn’t been seen in the last six months. This initiative resulted in a significant 118% increase in scheduled appointments.
   • No-Show and Cancellation Re-Appointment Campaign: Introduced a multi-touchpoint, multi-channel campaign to follow up with no-show and cancelled appointments. This approach reduced no-shows by 50%, ensuring better utilization of clinic time and resources.

3. Operational Efficiency:

   • Streamlined the appointment scheduling process to reduce administrative burden on staff and improve patient flow.
   • Provided detailed call metrics to offer insights for continuous business improvement and operational adjustments.

Outcomes and Benefits The results of our comprehensive approach were transformative for the heart and vascular care provider:

• Dramatically Reduced Hold Times: Patient hold times decreased from 18 minutes to less than 30 seconds, leading to improved patient satisfaction and reduced frustration.
• Significant Increase in Appointments: The “6-Month Recall Campaign” campaign resulted in a 118% increase in appointments, helping the clinic to maintain a steady flow of patients and optimize resource utilization.
• Reduced No-Shows: The multi-touchpoint, multi-channel follow-up campaign reduced no-show rates by 50%, ensuring more consistent appointment attendance and better schedule management.
• Improved Patient Experience: Efficient management of inbound calls and proactive patient outreach led to enhanced patient satisfaction and loyalty.
• Happier Staff: Reduced administrative workload and more efficient appointment scheduling led to happier and more productive staff.

Conclusion This case study demonstrates the significant impact of our strategic inbound communication management and patient outreach campaigns on a leading heart and vascular care provider in New Jersey. By effectively managing patient interactions and proactively engaging with patients, we helped the clinic achieve remarkable improvements in patient appointment rates, operational efficiency, and overall patient experience.

The success of these initiatives highlights the potential for similar approaches to benefit other healthcare providers facing similar challenges, emphasizing the importance of effective communication and patient engagement strategies in the healthcare industry.