Conversion and business metrics for Dental or Healthcare Clinics to prioritize

What to prioritize

  • Population
  • Foot traffic
  • Retail rental rates
  • Search demand/trend
  • # of competitors in your vicinity

Optimize your business with Pirate Metrics

Acquisition

  • Set up your google business listing ASAP.
  • Ensure it’s comprehensive and up-to-date (holiday hours too).
  • Create or claim your profile.
  • Encourage patients to review you on that platform (and on Google Map).
  • About Us (your unique philosophy, values, approach, team)
  • Testimonials
  • For collecting & responding to reviews or inquiries.
  • Centralize all inquiries from your website & social accounts with a tool like Intercom.

Activation

  • The value you give to your customers
  • Your time
  • Your brain requires more time to reorient when you switch between different tasks.
  • But be mindful of diminishing returns, it might be too taxing to have a day full of surgeries back-to-back.
  • Leverage automation where appropriate to maximize the number of patients you can serve (it’ll also reduce cost and save time).

Automation

  • Manage your calendars
  • Manage rooms
  • Manage staff (who’s in what room and their schedules)
  • Automate appointment reminders (for your staff & for the patient)
  • Accounting
  • Payroll
  • Insurance filing (For patients to claim from their healthcare benefits/government)
  • Following-up with patients after their procedures
  • Asking for feedback/reviews

Retention

  1. Remember, delivering a good experience is the most important thing you can do to improve retention.
  2. Book their next session while they’re there with you (at the end of their current session)
  • So you won’t have to go through the trouble to get a hold of them on the phone to schedule.
  • Reduces the likelihood of them going somewhere else for their next session.
  1. Automated appointment reminders to reduce no-shows

Revenue

  • Up/Cross sell whatever’s available to give the customer a better experience, put them at ease, or make their recovery more convenient.
  • No excuse not to, their procedures are covered by medical benefits/government healthcare and customers WANT the best treatment possible.
  • Emphasize the recommended schedule of doing it every 6 months.
  • Actively solicit feedback about their experience and do what you can to improve it.

Referrals

  • Automate the solicitation of feedback and reviews.
  • The best time to ask for a referral is after a positive experience/emotional milestone (think after a procedure or after they’ve fully recovered).

Understand conversion

  • Start at the top — It’s pointless to optimize the appointment booking process if you don’t have enough people using it.
  • Tackle low hanging fruit — Start with bottlenecks that have glaringly poor conversion.
  • Prioritize channels with the most volume — If most people find you via Google, you may not need to have amazing signage.

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