There’s a simple relationship between patient retention and profitability. If you’re able to keep your patients satisfied, they’ll rely on you for their healthcare needs – and you’ll see your profits increase.

From my experience, it’s easier said than done.

Actions speak louder than words. Here are three strategies healthcare companies can employ to boost patient retention.


Personalization is not a foreign concept to the healthcare industry. Just like a clothing retailer trying to attract shoppers, healthcare companies have to provide their patients with personalized experiences if they want to improve satisfaction and loyalty.

So, how can you create and provide a personalized experience for each of your patients?

By consolidating communication efforts across channels and providing tailored support at critical touch points – like recommending additional treatment options, sharing educational materials and answering patients’ questions (maybe without them even asking).

Patient satisfaction is invaluable, and a personalized experience across your systems will increase the chances of a happy, healthy patient.


Again, it doesn’t matter if the “customer” is a potential car buyer, a shoe aficionado eyeing the latest pair of wedges, or a patient seeking excellent service. Everyone wants a convenient, efficient, and painless experience. How can you do this?

Your offline and online platforms need to be integrated so patients can seamlessly connect and interact with your company – that includes admins, customer service reps, physicians, etc.

To provide convenient service, you also need to deliver relevant messaging and content. For example, your website should have every detail a prospective patient needs – costs, expectations, specialties, procedures, and so forth.

You also need a platform to deliver that message, that includes the necessary checks and balances. (That’s my shameless plug for Complichain.)


Last, but not least, if you want to keep getting your patients’ business, you need their feedback. Their perspective helps identify bottlenecks and points of friction across your patient journey.

Otherwise, you won’t know what you’re doing right and where you need to adjust.

To get patient feedback, you can connect with them via their preferred channel (e.g. email, phone, etc.). Gather answers and analyze for commonalities. With this information, you can tinker with processes and resolve glaring issues.

Adjusting your business model and marketing tactics is an ongoing, cyclical process. Patient preferences change, trends take shape, new technology revolutionizes the industry. So, you have to change with them.