114: Crafting the Ultimate Patient Journey for Better Outcomes and Revenue- Part 2

Episode Summary:

In this episode of The Super Clinic Project Podcast, hosts Rory Morgan, Jennifer Gligoric, and Tracy Sundkvist wrap up their discussion on crafting the perfect patient journey. Building on the foundational steps from previous episodes, this installment dives into scripting the rest of the patient journey, including onboarding, tracking results, and creating opportunities for upsells, cross-sells, and referrals. Learn how to position your clinic as a trusted authority, differentiate your services, and build a sustainable, profitable business model.

Discover how to enhance perceived value, avoid competing on price, and create a patient experience that leads to long-term success for both your clinic and your patients.

What You’ll Learn in This Episode:

• How to predict patient needs and orchestrate a seamless journey.
• The importance of measuring patient outcomes to improve care and identify opportunities.
• How to script and systematize your patient journey for consistency and scalability.
• Strategies for asking for reviews, testimonials, and referrals at the right time.
• How to position yourself as a trusted advisor and avoid commoditization.

Key Takeaways:

1. Predict and Plan for Patient Needs:

• Anticipate patient concerns or side effects and offer solutions, such as upsells like laser hair removal for hormone therapy patients.
• By addressing predictable needs, you can double the lifetime value of a patient while genuinely helping them achieve their goals.

Measure and Track Results:

• Use tools like apps or weekly check-ins to collect data on pain levels, activity changes, or other metrics.
• Define specific goals for your patients and measure progress to ensure they achieve their desired outcomes.

Scripting the Journey:

• Document every aspect of the patient journey, from onboarding emails to follow-ups and upsell opportunities.
• Identify key moments to ask for five-star reviews, video testimonials, and referrals.

Align Business Goals with Patient Goals:

• Use patient data to refine your processes, improve outcomes, and create opportunities for cross-sells, upsells, and VIP maintenance plans.
• Build systems that allow your team to manage the process, freeing you to focus on growth.

Elevate Perceived Value:

• Patients don’t value treatments—they value outcomes. Focus on delivering results and providing an exceptional experience to differentiate yourself from competitors.
• Position your clinic as a trusted authority that helps patients achieve life-changing results.

Memorable Quotes:

• "You can predict patient needs and orchestrate a journey that doubles their lifetime value while genuinely helping them." – Rory Morgan
• "Elevating the experience to improve perceived value is the only way to stop competing on price." – Tracy Sundkvist
• "Patients value outcomes, not treatments. Position yourself as the trusted advisor who delivers results." – Jennifer Gligoric
• "Documenting and scripting your patient journey allows you to scale and create a business that serves you." – Rory Morgan

Action Steps for Clinic Owners:

1. Predict common patient needs and script solutions into your patient journey.
2. Use apps or check-ins to track patient outcomes and refine your processes.
3. Define key moments for reviews, referrals, and upsells in your patient journey.
4. Align your business goals with patient goals to create a win-win scenario.
5. Differentiate your clinic by focusing on outcomes and providing an exceptional experience.

Resources Mentioned:

• Free Skool Training Community
• Mastermind Free Trial

 

Connect with Us:

• Email: podcast@superclinicproject.com
• Follow us on social media: Facebook, Instagram, X, YouTube

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