How HRH Next Achieved Full Compliance and Consistent Service Delivery for a Multi-City Healthcare Network
A leading multi-specialty hospital network in India, operating across Mumbai, Chennai, Bangalore, and Hyderabad, required a structured patient engagement model to support rising domestic and international patient volumes. The hospital also served medical tourism patients, adding complexity to communication, documentation, and treatment coordination.
As digital campaigns and online inquiries increased, the hospital needed a centralized, multilingual, and medically guided patient support framework that could scale without compromising patient experience or clinical accuracy.
Problem Statement
1. Inconsistent lead-to-appointment conversion (65–68%)
2. High idle time and fragmented follow-up processes
3. Manual coordination across hospitals, clinics, diagnostics, and vendors
4. Delays in international patient handling and concierge services
5. Risk of escalations impacting patient experience and revenue
Solution Offered
1. A centralized contact center handled all patient calls, follow-ups, and appointment tracking, providing 100% operational visibility and reducing escalations by 30–35%.
2. Multilingual agents supporting English, Hindi, Telugu, Tamil, and Marathi improved patient communication and maintained contact rates above 70% across regions.
3. Inbound teams managed appointment scheduling and queries, while outbound teams handled campaign and referral follow-ups, improving appointment conversion to 35%.
4. All appointments were verified through confirmation calls and SMS reminders, increasing the share of verified walk-ins to 30% and reducing no-shows.
5. Patient interactions were tracked in a centralized CRM system, resulting in a 42% reduction in idle time and improved agent utilization.
6. Diagnostics home-collection services were coordinated through centralized booking and vendor management, resulting in a 77% increase in daily appointments (35/day to 150/day) with 100% booking accuracy.
7. A dedicated international patient advisory desk managed treatment coordination and concierge support, achieving 2× faster communication, 100% concierge care, and increasing ATP from ₹25 lakhs to ₹29 lakhs per treatment.
Results
- 70%+ contact rate achieved across campaigns
- 42% reduction in idle time
- 35% appointment conversion rate
- 30% verified walk-ins improvement
- 77% increase in daily appointments (35/day → 150/day)
- Monthly revenue increased from ₹2.1 lakhs to ₹9 lakhs
- 30–35% reduction in escalations
- 2× faster communication and 30% faster inter-department coordination
- 100% booking accuracy and concierge care
- 42× ROI improvement
Through HRH Next’s healthcare-specific expertise, the hospital transformed its patient interaction process into a scalable, multilingual, and medically guided communication system.
From appointment scheduling to international patient coordination, every touchpoint was managed with empathy, precision, and professionalism, resulting in measurable improvements in patient satisfaction, brand reputation, and operational efficiency.
Contact HRH Next today to learn how our healthcare support solutions can help your organization deliver exceptional patient experiences and operational excellence.