Optimising the patient journey: from first contact to treatment completion

How do you ensure every patient receives consistent five-star service from initial enquiry through to treatment completion?

Dr Manrina Rhode shares the comprehensive patient journey framework developed at DRMR, covering acquisition tracking, team coordination, and the systems that prevent potential patients from slipping through the cracks.

Multi-channel acquisition tracking

Patients contact practices through countless channels: Instagram, Whatsapp (ensure you have a WhatsApp button on your website), contact forms, email, and word-of-mouth referrals. At DRMR, every enquiry feeds into two systems: a colour-coded spreadsheet and CRM software. The spreadsheet uses white for no contact, orange for active conversations, green for booked appointments, and red for patients not proceeding. This visual system allows principals and associates to instantly assess where patients sit in their journey, with data organised by month for easy historical reference.

Never missing a call

RoboReception handles overflow calls when reception is busy and manages all out-of-hours contact. This AI receptionist converses with patients, captures details, sends relevant links via text, ensuring no opportunity disappears unanswered.

Structured team coordination

DRMR distinguishes between three client coordinator roles: new patient, current patient, and front-of-house. Monthly meetings between associates and coordinators review the spreadsheet, identifying opportunities to progress patient treatment plans. This systematic approach ensures consistent follow-up rather than sporadic contact.

The in-clinic experience

New patients ideally complete video consultations before attending, particularly important for international cosmetic cases. Upon arrival, patients receive clinic tours, access to drinks menus, and dedicated coordinator consultations in private rooms. Photography occurs in a purpose-built studio before clinical consultations, with coordinators joining presentations to ensure seamless handover for treatment planning and finance discussions.

Refine your patient experience

Ready to implement systematic patient journey optimisation? Contact us about Manrina’s Mentorship at academy@drmr.co.uk to access templates, scripts, and proven systems for delivering consistent five-star service.

Find out more about mentorship here.

This article is sponsored by DRMR.