Check Up My Business Trial

New / Returning Patients:

Segmenting patients into new and returning can help you have a full picture of the retention rate. Monitoring just the total number of patients for your business, without knowing the ratio of new and returning can lead to misleading results. Take for instance the case that you have many new patients over a 12-month period. Summing up the total number of your patients can generate a very positive result. Nevertheless, it can be the case that your returning patients are diminished and consequently your repeat business in shrinking (patients returning to repeat a treatment).

Actions to segment your patients into new and returning:

You register the date of each session for every patient

You have decided on the repeatable treatments to monitor the ratio of new and returning patients

You generate reports to monitor the ratio on new / existing patients

You monitor the reports on new / existing patients on a regular basis

You compare the numbers and the ratio with previous time frames

You readjust your marketing strategy based on the results

No distinction is made between new / existing patients

Active / Inactive Patients:

Business growth in Medical Aesthetics is highly depended on patient’s retention and the repetition of popular treatments. Therefore, monitoring and properly managing the active and inactive patients for main services is fundamental.

Actions to monitor active / inactive patients:

You have decided on the treatments to segment and monitor active / inactive patients

You have set the ideal time frame for a patient to return to your practice and repeat those treatments

You use this time frame to segment each patient into active (shorter time than the time frame since his last visit to your practice) / inactive (longer time than the time frame since his last visit to your practice)

You regularly monitor active / inactive patients per treatment

None of the above actions are performed

Patient Recalling Procedure:

Actions to recall your patients to repeat a treatment:

You recall patients based on some specific criteria (i.e. total spending, time since last visit, source of referrals)

You have appointed a staff member to identify and recall inactive patients

You offer specific reasons (incentives) for an inactive patient to revisit your practice

You have clearly defined procedures for communicating these incentives (phone calls with a specific script, texting, or emails)

You monitor the results of the recalling strategy regularly

Inactive patients are not recalled

Cross-Selling:

Actions you take to nourish the cross-selling strategy of your services:

You have identified patients’ concerns (i.e. dry skin, facial wrinkles, local fat)

You have compiled a detailed list with all the services you can offer for each of your patients' concerns

Your staff is aware of the list of services offered per concern

You segment your patients based on their individual concerns

You offer a combination of services in a treatment plan for better deal with each concern

You can offer affordable and more expensive treatment plans to adapt to every patients' profile

You have established a specific procedure to systematically inform patients on the available treatment plans

No cross-selling procedure is established

Treatments Upselling:

Actions you take to increase the revenue per service:

You have identified the services with a potential to generate more revenue for your business

You implement an action plan to increase the number of sessions per year for each service

You incentivize your patients to ask for more areas to treat for specific treatments (i.e. injectables, laser treatments)

You negotiate with your suppliers for a lower price on the consumables

You can increase the price of a service by offering complimentary side treatments with high perceived value and low cost for your business

You regularly monitor the results of your upselling strategy

You compare the total revenue per treatment in different time periods

No upselling procedure is established

Patients Rewarding:

Actions you take to reward your loyal patients:

You reward patients based on some specific criteria (i.e. total spending, number of services, referrers)

You have a predefined time frame for a patient to be eligible to receive a reward

You have established a specific rewarding procedure (i.e. rewarding points, price discounts, vouchers, complimentary services)

You have defined specific procedures for communicating the rewarding system to all your patient’s database

You monitor the performance of all your patients in regular basis

You reward your loyal patients based on the procedure established