<aside>

Patient Retention as a Service (RaaS) helps you:

→ Improve patient retention & associated treatment outcomes → Grow revenue from within your existing patient body → Adopt a more personalised, human approach to patient follow up → Empower your administrative & care teams to re-engage patients every day

Many practices that we support have hundreds (if not thousands) of patients that are off-track. Email and SMS reminders alone aren’t enough.

</aside>

Simple 4-step process

1 | retention audit

We conduct a retention audit, which assesses where your patients are churning and/or disengaging. Depending on existing data and system access, the audit typically takes 3-5 days.

2 | system design

We establish a combination of in-clinic and remote interventions to detect and reduce churn at the earliest stages; we integrate with your Practice Management Software (PMS) to track patient activity in real-time. Depending on your PMS, system design can take 1-4 weeks.

3 | training & embedding

A Coherent team member embeds in your team, helping you identify, target, and re-engage patients that are off-track, or who may be at risk of falling off-track. This phase typically takes 2-3 weeks, subject to the size of your team, patient volume, and variability of treatments.

4 | managed retention

We help you identify off-track patients and engage them in the simplest way possible, which might mean calling the patient, sending a sequence of personalised messages, or snoozing for a few months. We support your team on an ongoing basis, with the common goal of delighting patients and growing practice revenue from within your existing patient community.

Example timeline from start to launch

WEEK WHAT WE DO WHAT YOU DO
1 Retention audit
We review your patient journey and retention data to establish an accurate baseline Help us understand how you manage patient retention today, and share any related data
2-4 System design
We establish interventions along your patient journey that fit into day-to-day clinic operations, and we sync with your Practice Management Software to detect & visualise booking statuses in real-time Help us refine proposed interventions by drawing on patient insights and knowledge of day-to-day clinic operations
3-5 Training & embedding
We work closely with your team, refining the process and automating any points of friction Provide feedback on what is working, and what needs improvement
5+ Managed retention (RaaS)
We help you identify off-track patients, and intervene in a personal and care-appropriate manner on a regular basis You focus time and energy on re-engaging patients, supported by us

What will you need

  1. Access to your Practice Management Software API which must support booking, payments, and client related information
  2. A dedicated team member serving as point-person for the Coherent team, and a dedicated clinic manager/director with ultimate accountability for patient retention (note, this can be the same person in some clinics)

Service or software

Both. Rather than Software as a Service, this is Retention as a Service.