Industry session: designing a customer journey in the clinic of the future

Health Management Innovations
August 2024

Participants

• LabQuest Lab
• 32 Carat Clinic Network
• Biorise Clinic Network
• IT business partner KT.team

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The stages of interaction between the patient and the clinic

Pain, fears, needs

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“Not a client” stage — clinic side

(The patient knows about the clinic but has never used its services)

• You need to generate lead traffic
• We need to convert leads into patients
• It is necessary to create needs for recurring visits
• It is necessary to create a need for a service
• It is necessary to create recognition of services
• Win the competition for the customer's attention, time and money

“Non-client” stage — patient side

(The patient knows about the clinic but has never used its services)

• He is afraid of doctors
• I'm not sure if the services will be suitable
• Not up to date with new technologies
• Can't send a child alone
• Doesn't want to both with papers
• There is no culture of self-care

“Patient before appointment” stage — clinic side

• Complex design reduces conversions
• The technical availability of the recording is important
• You need to get an anamnesis in advance
• How do you create value in the reception?

Patient Before Admission Stage — Patient Side

• Fear of treatment
• Doesn't understand what to do for health
• Wants to “inherit” data in a new clinic
• Wants to receive reminders without action

“Admission” stage — clinic side

• Papers take up reception time
• How to increase trust in doctors
• Physician involvement in repayment
• Patient responsibility for the result

“Admission” stage — patient side

• Distrust of the doctor and clinic
• Fear of prescribing unprofitable treatment
• The doctor does not speak the patient's language

“Treatment” stage — clinic side

• It is necessary to motivate the doctor and patient
• Can you see the result?
• Guarantee against recurrence
• Which clinic will the patient go to next?
• The patient should not interrupt treatment
• Gratitude — acceptable forms

“Treatment” stage — patient side

• We need a second opinion
• Complaints are resolved slowly
• Processes are not transparent
• Personal income tax requires a visit to the clinic

“Prevention” stage — clinic side

• You need to make an appointment with the patient for the next appointment
• Hygiene and diagnostic reminders
• How do you measure customer satisfaction?

“Prevention” stage — patient side

• Forgets about prevention
• Who will remind you of checks?

Solution groups

1. Technological solutions
2. Customer experience and engagement
3. Education and information
4. Loyalty and incentive programs

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Solution scoring method:

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