113: Crafting the Ultimate Patient Journey for Better Outcomes and Revenue- Part I

Episode Summary:

In this episode of The Super Clinic Project Podcast, hosts Rory Morgan, Jennifer Gligoric, and Tracy Sundkvist dive deep into the art and science of designing an exceptional patient journey. They explore how clinic owners can create a seamless and outcome-focused experience that not only delivers better results for patients but also drives referrals, five-star reviews, and increased revenue.

 

Discover how to script a patient journey that maximizes every touchpoint, from the first interaction to post-care follow-ups, ensuring patients feel valued and cared for while supporting your clinic's high-ticket offers.

 

What You’ll Learn in This Episode:

• The importance of aligning patient experience with high-ticket pricing strategies.
• How to design a patient journey that fosters trust, loyalty, and referrals.
• The three key stages of the patient journey: Lead Generation, Fulfillment, and Post-Fulfillment.
• Why scripting every touchpoint is critical for consistency and team performance.
• How to move from offering a la carte services to becoming a trusted advisor for patients.
• How to orchestrate a high-value, memorable experience for patients during their first visit.
• The importance of setting the stage for an exciting second visit to keep patients engaged and committed.

 

Key Takeaways:

1. Everything Communicates: Your clinic’s environment, processes, and team behavior all contribute to how patients perceive you. A clean, organized, and professional experience supports high-ticket positioning.
2. Outcome-Based Care: Patients are seeking solutions to their specific pain points, not generic or one-off treatments. Focus on providing results-driven care that meets their goals.
3. The Power of Scripting:

• Scripting ensures consistency and scalability of your processes.
• A great script elevates the patient experience by guiding them seamlessly through their journey.
• Patients experience your process for the first time—it feels new and personalized to them, even if it’s scripted for your team.

Orchestrating the Experience:

• Greet patients by name and make them feel welcomed from the moment they walk in.
• Offer branded water or small gestures to create a premium feel and build trust.
• Ensure your clinic environment aligns with your marketing promises for a cohesive experience.

Consultation with Purpose:

• Keep the initial consult simple and focused on understanding the patient’s pain points.
• Use relatable success stories to build trust and show your expertise.
• Present your process in a way that highlights your focus on root causes and long-term results.

Day One Experience:

• End the first visit with a test treatment to build confidence in your services.
• Provide a branded swag bag with thoughtful items and referral partner coupons to leave a lasting impression.
• Set the stage for an exciting and valuable second visit to keep patients engaged and committed to their treatment plan.

 

Memorable Quotes:

• "Everything communicates. From the moment a patient walks in, they should feel like they’re in the hands of an expert." – Jennifer Gligoric
• "Patients aren’t looking for a la carte services; they want results. Sell the outcome, not just the treatment." – Tracy Sundkvist
• "If you don’t script the process, your team will create their own—and it might not align with your vision." – Rory Morgan
• "Think of scripting as orchestration. You’re crafting an experience that feels seamless and valuable to the patient." – Rory Morgan
• "A great first impression isn’t just about what you say—it’s about how you make your patients feel cared for and valued." – Rory Morgan

 

Action Steps for Clinic Owners:

1. Audit your current patient journey and identify gaps in the experience.
2. Define and document scripts for every touchpoint, from the initial phone call to post-care follow-ups.
3. Train your team on delivering a professional, consistent, and outcome-focused experience.
4. Shift your focus from selling treatments to delivering results and becoming a trusted advisor.
5. Elevate your clinic environment and processes to reflect the value of your high-ticket services.
6. Create a memorable day-one experience with test treatments, branded swag bags, and a clear plan for follow-up visits.

 

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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Next Episode Teaser:

In our next episode, we’ll dive deeper into what happens after day one. Learn how to continue building trust, keep patients motivated, and ensure they stay committed to their treatment plans. 

Don’t miss it!

 

A Small Favor:

If you found value in this episode, please share it with your friends and colleagues who own clinics. Share the love and tune in to the next episode!