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Revamp the Patient Journey to Increase Revenue

Male patient speaking with the front desk staff member at a doctor's office

Urgent care providers are eager to invigorate their patient journey and utilize that process to increase revenue. MicKinsey’s recent report on the future of healthcare highlighted how the pandemic has spurred changes in models of care and how these are improving care delivery. The developments are not only crucial for provider revenue, but also for patient care as generations get older and more people develop chronic issues.

If there was ever a good time to give the patient journey a jolt, it’s now. Here are crucial areas that providers should focus on to boost the patient journey and increase revenue.

Take Advantage of Psychographics

PatientBond believes that every patient has a different way of approaching their care. That is why PatientBond focuses on engaging healthcare consumers using psychographic segmentation. This model hones in on patient motivations, which are internally determined based on beliefs, personalities and more. From those values, PatientBond can determine a patient’s psychographic segment and how they will approach their patient journey.

Among the five segments under PatientBond’s psychographic model, one stands out as the most frequent urgent care patient. Willful Endurers are statistically more likely than any other segment to visit urgent care more than once a year and as often as 4 times a year or more. Knowing that this segment makes up a third of healthcare consumers, urgent care centers should especially want to get in front of these healthcare consumers.

Through the use of PatientBond Insights Accelerator™, an online interactive tool to access millions of insights on healthcare consumers, providers can get all of these psychographic insights and more to deliver a better patient journey for their patients and a better ROI.

Tweak Patient Workflows

Every provider has a different approach when it comes to patient interactions. Some may reach out after every touchpoint or only focus on the critical ones. All of these options can work as long as the data show it works.

For instance, among urgent care patients who visit urgent care at least every two years, PatientBond market research data shows that just over 70% of those patients had a walk-in visit versus setting an appointment. While it may be desirable from an efficiency standpoint to get patients to schedule an appointment, urgent care centers must meet the needs of the patients who don’t.

Avoid patients falling through the cracks, whether it’s scheduling an appointment, paying a bill or coming in last-minute for an appointment, by creating touchpoints with PatientBond’s patient engagement platform. Our dynamic workflow builder is a managed service that doesn’t require any coding, so providers can focus on patient care and ensure patients are taken care of at every part of the patient journey.

Pull Patient Feedback

Attempting to improve the patient journey when patients aren’t being included in the process will result in a suboptimal experience.  The truth is some of the best feedback tends to come from consumers themselves, because they are the ones using the services and tend to find the issues with them. Urgent care providers can learn a lot from the healthcare consumers they serve and it’s well worth their time to get their feedback beyond simple satisfaction scores.

To do this, providers should include brief surveys at the end of their interaction with a patient, such as after an appointment or after they’ve paid a bill. It won’t annoy the patient as much as providers may believe. PatientBond market research found that 55.7% of the general population are very/extremely interested in follow-up after an urgent care visit. And 30.7% are at least somewhat interested in it. This is especially a good idea for the Self Achiever psychographic segment, who are statistically more likely than any other segment to want follow-up after a visit… and also the second most likely to visit an urgent care clinic after the Willful Endurer segment.

Interest in Having Healthcare Organization Follow-up After Visit - Urgent Care Clinic

General Population

(n=5000)

Self Achievers

(n=1032)

Extremely/very interested (Net)

55.7%

66.7%

Extremely interested

20.3% 

26.3%

Very interested

35.5%

40.4%

Somewhat interested

30.7%

25.3%

Providers should also look for opportunities to add more reviews to their Google business pages through the same approach or through check-in communications dependent on psychographic preferences. At least a quarter of healthcare consumers look at reviews before choosing an urgent care provider based on PatientBond market research data. While the Priority Juggler and Direction Taker psychographic segments are the least likely to do this, nearly half of Balance Seekers would consider looking at them compared to the other segments.

Look at Social Media Ratings or Consumer Reviews When Choosing Provider - Urgent Care Clinic

General Population

(n=5000)

Self Achievers

(n=1032)

a

Balance Seekers

(n=775)

b

Priority Jugglers

(n=586)

c

Direction Takers

(n=743)

d

Willful Endurers

(n=1864)

e

Yes

27.5%

 

30.3%

bcd

23.6%

cd

18.3%

14.4%

30.9%

bcd 

No (Net)

74.3%

 

69.7%

76.4%

ae

81.7%

abe 

85.6%

abe

69.1%

No, but I would consider it

39.6%

38.7%

44.5%

acde

38.4%

38.2%

39.1%

No, and I would not consider it

34.7%

31.0%

31.9%

43.3%

abe

47.4%

abe

30.0%

For many patients, like Balance Seekers, word of mouth can make a difference in whether or not they choose a provider, which is why neglecting it can be costly. Patient feedback is a simple, yet crucial, way to generate new revenue opportunities.

At the end of the day, patients are eager for the best healthcare experiences possible. Through steady and meticulous navigation, providers can provide the best patient journey while improving their bottom.

Looking for more ways to generate more revenue while improving the patient journey? Learn how to drive repeat visits for specific conditions in our case study.



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