Engagement Amplified

A PatientBond Case Study

Boosting Patient Loyalty &

Improving Online Reviews at
Urgent Care Centers

“PatientBond has helped our operations/processes on many parts of our business, and
overall has been one of the best tools implemented and we saw immediate improvement.
PatientBond is priced reasonably and we’ve seen our monthly cost re-captured not just in
labor savings, but in building a loyal patient base that is more engaged.”
- Owner, Midwest Express Clinic

Background
Midwest Express Clinic offers family care, injury and extensive care and a variety of other services at six suburban locations in
Illinois and Indiana. The clinic enlisted PatientBond to help them drive desired patient behavior changes. PatientBond customizes
communications to patients’ motivations and channel preferences using a proprietary psychographic segmentation model.

Case Summary PatientBond Solution

Goal: Midwest Express used the following

++ Improve patient loyalty/retention PatientBond applications to send an
++ Improve social media ratings average of 10k messages/month via
++ Improve appointment show rates text, email or interactive voice response
++ Reduce operating expenses (IVR) based on patient motivations and
preferences:
Challenges and Pain Points:
++ Patient loyalty/retention growth rate was only 25-30% ++ Appointment reminders
++ Patients had no way to share direct feedback with the clinics and few ++ Follow-up messages
customers were leaving social media reviews ++ Surveys
++ Staff was spending 2-3 hours/day calling patients to remind them about ++ Payment reminders
appointments ++ On-demand messaging

Results
Experienced 40% growth rate in patient loyalty/retention in 2018
Midwest Express reports that they’ve seen the biggest ROI on patient loyalty, experiencing a 40% growth rate vs. 25-30% in
2017. They have received positive feedback from patients who now receive follow-up texts instead of manual phone calls. They
are now focused on using PatientBond to encourage established patients to visit more frequently, in addition to marketing to
new patients.

PatientBond.com A PatientBond Case Study

 Boosting Patient Loyalty & Improving Online Reviews at Urgent Care Centers

Increased social media ratings from average score of 4 to 4.7 stars

With the implementation of PatientBond surveys, patients now receives texts asking for feedback. They can now send Midwest
Express direct feedback and feel “heard” as opposed to voicing complaints on social media. Additionally, many patients are now
visiting review sites to post positive reviews.

Average Social Media Star Ratings Across All Clinics

5

4.5 4.66
4.58
4.45
4.38
4
4.00

3.5

3
December
December January
January February
February March
March April
April
Start of PatientBond

Saw a 43% improvement in appointment show rates

Rather than manually calling every patient to remind them of appointments, Midwest Express now receives appointment
confirmations sent via text message. They can then call to reschedule appointments if necessary.

Saved approximately $75,000 in annual operating expenses (2-3 hours/day/clinic in follow-up time)
Midwest Express credits PatientBond for not only reducing labor hours, but also with reducing staff turnover. Before
PatientBond, Midwest Express staff members were often stressed about having to make phone calls before their shifts were
over. Now, they’re confident in the knowledge that they have a system in place to automatically send patients appointment
reminders and follow-up texts asking how they’re feeling. The staff is now focused on direct feedback and addressing patient
concerns rather than worrying about finishing up that day’s phone calls.

“PatientBond has overall been the best tool

implemented — and we saw immediate results.”

PatientBond Solutions
PatientBond offers a variety of services to drive urgent care patient Acquisition, Loyalty and Payment Collections:
++ Visit Follow-up Messaging: 55% digital engagement rate (vs. 18% manual); 30% increase in Patient Satisfaction
++ Patient Reactivation: 15% increase in visits for health reminders in six months
++ Social Reviews and NPS Surveys: 35% response rate; 15% increase in Google, Yelp and Facebook 5 star reviews
++ Treatment Adherence: 25% increase in treatment completion; 18% reduction in no shows
++ Patient Payments: 3X increase in outstanding balances collected daily

Contact Mike Gianfrancesco, Director of Sales, at mike@patientbond.com or call

773-960-5616 to schedule a demo or discuss how PatientBond can help your
urgent care center significantly increase its business performance.

PatientBond.com A PatientBond Case Study