Stronger Patient Relationships

This summer, as most of America became embroiled in the debate over health care reform, we had the privilege of working with a client looking to reform how health care is delivered at an innovative chain of dental clinic.

A health care outsider had been brought in to run and grow this business.  He began to ask questions about patient relationships, but couldn't easily find the answers.  Questions like:

• What is our patient retention rate?
• Which of our offices, dentists, or hygienists do the best job of generating loyal patients?
• What is the value of a patient? 
• Why do patients defect?    

We worked with his team to develop a set of metrics and analyses that began to shine a spotlight on some surprising patient retention statistics and the potential value to be created by managing both patient retention and acquisition differently.