6 ways to craft an amazing patient experience at your hair transplant clinic
This is a sponsored blog by Pabau. The BAHRS has published this material for your information and does not actively endorse any products featured.
At Pabau, we want to help you create perfect patient experiences.
A great patient experience starts before a patient has booked into your clinic.
It begins at the consideration stage, when they’re researching which clinic to choose for their treatment, and continues with aftercare and follow-up communication.
It’s therefore critical that hair transplant clinics build out touchpoints at every stage in the patient journey to highlight how they can deliver that exceptional customer experience.
Here are six ways you can over-deliver when it comes to the patient journey…
1) Build trust with customer reviews
Deciding to have a hair transplant is a big decision for anyone. How, then, can you build trust and convince potential customers that they’ll be in safe hands at your clinic?
One great way is to showcase your social proof and show prospective patients examples of patients who’ve had a hair transplant and have come out the other side looking and feeling great. How? By highlighting your best customer reviews on your website.
Not only that, but you can also prompt any customers leaving five-star reviews to also share them on Google. That means that when prospective patients are researching clinics online and come across yours, they’ll see these reviews.
2) Enable patients to book appointments online
Creating friction-free ways for patients to book appointments is the way forward.
What do we mean by friction-free? We mean being able to book an appointment without requiring human interaction. That means not having to phone and speak to a receptionist or having to send an email and wait two hours for a response.
You need to meet the patient where they are and capture their interest when they’re ready to book. Self-service online booking functionality helps you enhance and improve the patient experience and, as a bonus, it’ll also save your in-house team time.
3) Send pre-care instructions
Want to avoid awkward situations where patients turn up and aren’t able to go through with their treatment? You need to make sure they read their pre-care instructions.
There are a number of important things that a patient has to do (and not do) ahead of their hair transplant to ensure the treatment goes successfully, with instructions for two weeks before, one week before, and the night before their treatment.
The simplest way to make sure patients have all the information they need is to send out their pre-care instructions by email and/or text. You can even track if a patient has opened their email and auto-trigger another reminder if they haven’t.
4) Automate your aftercare
The aftercare for a hair transplant is just as important as the pre-care.
It’s critical that patients have all the right aftercare instructions after their appointment. Instead of relying on paper printouts that can easily be discarded or lost, it’s much smarter to go paperless and send your aftercare communication via email.
Craft the perfect aftercare instructions and automatically trigger the email to send directly after the appointment. This saves your front-of-house team time and means that you can be sure the patient has all the information they need.
5) Triger automatic appointment reminders
How do you ensure patients return 6-12 months after their treatment?
If a patient is really happy with the results of their hair transplant, it may be tricky to get them to return to the clinic. But a hair transplant journey can take around 12 months in total. That’s why automated recalls should form a part of the patient journey.
You can automatically trigger recalls at agreed times after the original appointment so that you can monitor the treatment results. This will also mean you won’t miss out on capturing progress pictures, which we’ll talk more about below.
6) Share before and after photographs
Every patient wants to see before and after photos of their treatment.
It can take 12 months or more to see the final results. That’s why it’s critical to capture photographs of the patient at every stage of their journey. At their initial consultation, on the day of the treatment, and at several follow-up points afterward.
Before and after photos are another smart way to showcase your social proof. With permission, use these before and after photos on your website and social media accounts to inspire and encourage future patients to book a treatment with you.
Pabau clinic management software helps clinics save time, empower growth, and craft the perfect patient experience.
We have a special offer for BAHRS members: enjoy a 3-month free trial (or free use of the software until you reach 50 clients) and £150 credit redeemable on the training and support package of your choice. Transform your hair transplant clinic today.