The 80% of marketing is lost if your practice doesn't know what to do with the leads that come in.
Many medical centers invest in ads, content, SEO and networking. They get the patient to leave their data. But then it all falls down in follow-up. The response is slow, generic or absent. Result: the patient goes to another clinic.
This article explains how a clinic should respond to its leads step by step. Not only to not lose them, but to convert them into real patients.
1. Response time is more important than the message.
The international patient is usually comparing several options. If you respond 12 hours later and someone else responds in 30 minutes, you've already lost.
Best practices:
- Respond in less than 2 hours on business days.
- Automate immediate response to confirm receipt.
- Respond also after hours (even if it is to schedule follow-up).
Common mistake: let the mail or form fall into a box that no one checks in time.
2. The answer must be specific, not generic
Phrases such as "Thank you for your interest, we will contact you soon" are not helpful. The patient needs clarity. They need to feel that their query has been read and that someone is taking care of them.
Basic structure:
- Patient's name
- Recognition of the problem or treatment requested
- Clear next step proposal
- Means of follow-up (WhatsApp, call, mail)
- Professional signature with real data
Example:
Hi Sarah, thank you for your interest in our stem cell treatment for hip pain. We can schedule a free video call to review your case and explain the entire process. What day and time would work best for you?
3. Follow-up must be organized (not improvised).
The biggest mistake is not not to not respond, but to respond once... and then forget.
Solution: basic tracking system
- CRM or at least an Excel sheet with name, contact date and lead stage.
- Scheduled emails or WhatsApp messages with follow-up.
- Reminders to contact after 3 and 7 days if you do not respond.
Practical rule: no lead should be closed without at least 2 active follow-ups.
4. The respondent must be aware of the treatment
It is not a matter of "attending" to the patient, but of helping him or her to decide. If the person who responds does not know how the treatment works, how much it costs or what it includes, immediate distrust is generated.
Recommendation:
- Enables the responder leads to explain clearly.
- Have a guide with type-by-treatment answers.
- If the treatment is complex, offer to make an appointment with the physician or consultant.
5. Use the channel that the patient prefers (not the one that is convenient for you).
Some patients prefer WhatsApp. Others, mail. Some want a call. Forcing everyone to fill out the same form or wait for a call usually works poorly.
Best practices:
- Always include multiple ways of contact: WhatsApp, call, form.
- Ask the patient how he/she prefers to be contacted.
- Use tools such as WhatsApp Business with quick responses and tags.
6. Don't sell, guide. The patient needs to understand, not be pressured.
The tone of the response matters. Don't try to close in the first message. Help the patient understand the process, resolve their doubts and move forward with confidence.
Poor focus: "We are ready to receive you, schedule now."
Good approach: "We want to help you understand if this treatment is ideal for you. We can review your case at no cost and clarify the entire process."
7. Measure your results (and improve the process every month).
You can't improve what you don't measure.
Measure:
- Average response time
- Effective contact rate (patient responded)
- Conversion rate per channel
- % of leads lost due to lack of response or follow up
A clinic that responds well and quickly can double its conversion rate without spending an extra peso on advertising.
Follow-up is as important as recruitment
Capturing leads is only the first step. Converting them into patients depends 100% on your response system. At Torres CreativeWe optimize conversion funnels for clinics that already receive leads, but want those leads to convert into appointments.
If you're paying per lead, make sure you respond as if it's worth $100. Because many times, it is.