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Problem

TCO role tried a few times but failed.
Clinic owners recognised need but did not know how to do this efficiently.

Solution

Full audit of current offering including the environment, systems, training needs.

  • Branding workshop with partners
  • Re- brand process to ensure clear message and impactfully crafted key messages for target market
  • Full Team training on elegant selling that is value driven
  • Clinical peer review of private patient consultation to ensure, common brand experience, streamlining and leveraging the consultation – making a truly private patient experience
  • Workflow and communication between front of house and TCO for the ideal patient experience
  • Lead conversion and nurturing KPIs set
  • Referral system and reputation management via google reviews implemented
  • UK GDPR expert brought in for consenting process and marketing
  • Rewrite marketing strategy in line with new thinking
  • Follow up support
  • Reward and recognition programme for TCO
  • Recruitment and selection for New Patient TCO (work from home as no space on site)

Results

  • 50% increase in business in 9 months
  • Cost per acquisition of patients down by 20% in 4 months
  • TCO achieved targets to enable recruitment of new patient TCO to separate roles for greater productivity
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