TCO role not working

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