Categories Маркетологу, Руководителю клиники, Руководителю колл-центраPosted on

Повысить доходимость пациента до клиники

Нужно ли напоминать пациентам о приёме

Показатель доходимости пациентов в разных клиниках может различаться в несколько раз.

Есть общие факторы, которые вы, как руководитель клиники, не можете контролировать. Например, у пациента изменились обстоятельства или на улице проливной дождь — по статистике, до 20% пациентов не доходят до клиники именно из-за плохих погодных условий.

Но большинство пациентов просто забывают о приёме. Напоминания о приёме напрямую влияют на  доходимость пациента до клиники. По опросу проекта «Активный гражданин», где участвовали более двухсот тысяч москвичей, всего 3% пациентов отметили, что напоминание не нужно. То есть, почти всем пациентам нужны напоминания о приёме:

КлещиМонтажная область 3 копия 2

Система напоминаний в клинике: смс или звонок?

 Какие напоминания предпочитают пациенты? Опросы показывают, что 84% пациентов удобны напоминания по смс, а не звонок по телефону:

КлещиМонтажная область 3 копия

Система напоминаний в колл-центре клиники может быть такой:

  1. Отправка смс уведомления о подтверждении записи
  2. Звонок пациенту за сутки до приема о предстоящем приеме
  3. Отправка смс уведомления о сегодняшнем приеме
  4. Обычно обязанности по прозвонке и отправке смс-уведомлений ложится на плечи администраторов клиники.

Сэкономить время администраторов и автоматизировать процесс напоминаний можно при подключении к НаПоправку. Напоминания о приёме будут для вас бесплатными и автоматическими: пациент, записавшись в клинику через НаПоправку, получит сообщение с напоминанием о приёме за сутки. Функционал бесплатный, вы платите только за подтвержденную запись и не рискуете бюджетом. Прочитайте подробнее о подключении

Когда отправлять напоминания о приёме

Если пациент не поднимает трубку, то будет достаточно прислать смс за сутки до приёма и за пять-шесть часов до приёма.
В некоторых системах напоминания стоят за полчаса до начала приёма, что вызывает вопросы у пациентов:

Настройка напоминаний в МИС
Не все МИС поддерживают функцию отправки смс, иногда за функционал нужно дополнительно платить. Как правило, в МИС есть гибкие настройки отправки напоминаний — время, текст, обращение по имени. В некоторых МИС есть отправка писем с напоминаниями на почту.

Сервисы для отправки смс
Сервисы рассылок можно использовать в ручном режиме или настроить автоматические уведомления:

  • ДевиноТелеком (смс от 1,50 рубля)
  • СМС Аэро (смс от 1,59 рубля)
  • СМС Центр (смс от 1,15 рубля)

Что писать в смс-напоминаниях

Обычно используется стандартный текст о времени записи на приём. В шаблон можно добавить:

  • Обращение к пациенту по имени
  • Имя врача или услуга, на которую записан пациент
  • Адрес клиники
  • Номер телефона для отмены записи

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