How to keep existing customers? With a loyalty card!

Introduction

Today's Hungarian private healthcare is constantly changing and expanding dynamically. With the growth of the market, the development of technology and the increasing expectations of patients, more and more choices are available. Private clinics compete not only in the quality of medical care, but also in customer relations.

But what happens if patients don't feel satisfied or don't have any ties to the clinic?

Loyalty: the deeper relationship a service provider can build with its customer is a key factor in business success. This is especially true in private healthcare, where trust and empathy play a critical role in consumer choice. Therefore, it is a serious challenge to convince non-loyal patients: they are the ones who often change providers or make decisions based only on price.

The basic questions are therefore clear:

• How to keep existing customers?

• How can you create a system that supports not only quality medical care, but also the building and maintenance of long-term customer relationships?

• How do we forge a close relationship with patients that goes beyond individual examinations or treatments and creates a permanent, trusting relationship with them?

In our case study, we present the application of the loyalty card system: a solution that is not only a possible answer to the above questions, but also a new and exciting opportunity to improve the quality of customer relations. The idea is simple and the potential is huge. Tools already exist today that allow clinics to implement this approach quickly and efficiently. Below, we examine the problems that loyalty cards can solve, present the solution, and review its benefits.

Problems

1. They are not loyal patients

• Plenty of choice: Patients using Hungarian private healthcare are faced with countless options. Due to the abundance and easy accessibility of services, patients have no motivation to be tied to a particular healthcare provider.
• Communication gaps: Patients do not always feel sufficiently informed, nor do they feel that the institution is interested in them. This undermines trust and loyalty.

2. Price sensitivity

• Quality versus price: Many patients make their decision based on price alone, without considering the differences in quality. For patients, the identification of quality service is not clear, and higher prices for quality services may deter price-sensitive patients.
• Race: As a result of the price competition in private healthcare, patients can easily switch to another, cheaper provider, ignoring much more important factors in healthcare, such as the quality of services or medical expertise.

3. Ineffective follow-up and communication

• Communication barriers: Effective communication between patients and providers is often lacking in the world of healthcare. Delivering information to patients is a complex task, and patients also have difficulty communicating with healthcare providers.
• Follow up on satisfaction and needs: Without tracking patient satisfaction and needs, healthcare facilities do not know what is working well and what needs improvement.
• Technological limitations: Outdated technology and incomplete integration can inhibit effective follow-up and interaction, which are essential for long-term patient retention.

The complex problems described above are interrelated and cannot be remedied with a simple solution. The combination of poor communication, excessive price sensitivity and disloyal patients presents a significant challenge for healthcare providers. Resolving the situation strategic thinking and the use of innovative tools require, which enable service providers to gain a deeper understanding of their patients' needs and expectations and thereby build a long-term, mutually beneficial relationship with them.

Solutions

The functions resulting in a Medio Digital Clinic solution are wide-ranging, but they can be quickly implemented at any partner:

1. On-site sales support functions: Facilitates on-site sales and promotions.
2. Fast buildability: It can be easily integrated into any clinical environment.
3. Mobile app integration and card design matching the clinic image: A unique, customized look.
4. Card generation with the patient's data and creation of a unique QR code: An individual experience for the patient.
5. Features coming soon: Balance and/or loyalty point management, service usage management, family card expansion option. They increase the flexibility of the system and commitment to the patient.

Advantages

1. Loyal patients: The loyalty card system encourages patients to become our long-term customers.
2. Fast buildability: The program can be started quickly thanks to the simple integration.
3. Unique design: The design is adapted to the image of the clinic, which strengthens the brand identity.
4. Individual loyalty cards: Personalized cards create a deeper connection with patients.
5. Effective communication and follow-up: With the help of the system, communication with patients can be improved, and their needs and satisfaction can be monitored.

Summary

In Hungarian private healthcare, maintaining relationships with patients is a critical factor for business success. By introducing the loyalty card system, we not only increase patient loyalty, but also realize a number of other benefits. The system can be easily and quickly integrated, allows for a unique design that matches the image of the clinic, and offers tools with which we can establish a deeper, more personal relationship with patients. In addition, loyalty cards not only strengthen patient engagement, but can also increase the quality of clinical services and the performance of the medical team. Patients can also feel that they are considered valuable and important, and thus can turn to the healthcare institution of their choice with greater confidence.

Coordination of the system with existing processes, rapid introduction, various integration options and the unique design of the cards are all elements that are indispensable for the modern healthcare provider. By combining all these functions, the loyalty card system can become not only an innovative tool for retaining patients, but also a long-term strategic solution.

Last but not least, we must not forget that loyalty is not only a business strategy, but also a value. The fact that our patients return to us and that we develop long-term relationships with them is a sign not only of our business success, but also of the quality and integrity of our healthcare. With the loyalty card system, we get a tool that reflects this value and allows us to provide a truly outstanding service to our patients.