Case Study: Doubling Patient Volume For a Chiropractic Practice in Michigan
How Medi-Consult Solutions Revamped Internal Marketing, Improved Workflow, and Increased Patient Volume in 90 Days
Internal Marketing Improvement
Process Improvement
Staff Training & Culture Development
Client background
A well-established chiropractic office in Michigan, operating for over 30 years, faced increasing operational strain and stagnating growth. The practice employed two chiropractors (one newly hired) and two additional support staff. Despite their decades of experience, they were seeing only 1-3 new patients per month and struggled to retain existing ones. The chiropractors recognized the need for external expertise to stabilize operations and attract new patients, especially as they sought to transition to a more modern, patient-centered practice model.
Challenges
The practice faced multiple compounding issues:
- Low new patient acquisition and poor retention rates. Frequent cancellations and no-shows contributed to lost revenue and inefficient scheduling.
- Unclaimed and outdated digital assets. Their Google My Business profile had never been updated or optimized, and their website was outdated, difficult to navigate, and not mobile-friendly.
- Workflow inefficiencies. Staff were overburdened due to unclear responsibilities and cumbersome internal documentation, leading to operational delays and low morale.
- Limited patient-facing resources. In-office materials were disorganized and confusing, resulting in inconsistent patient education and engagement.
Medi-Consult Solutions' Approach
To address these challenges, Medi-Consult Solutions implemented a multi-phased, integrated strategy that focused on internal marketing, operational efficiency, and team empowerment:
- Internal Marketing & Digital Presence Overhaul
- Claimed and optimized the Google My Business profile, including updated categories, services, photos, and office hours.
- Redesigned the practice website to be mobile responsive, user-friendly, and compliant with SEO best practices.
- Developed a foundational social media marketing strategy, including branded content and engagement scheduling for Facebook, LinkedIn, and Instagram.
- Launched a new LinkedIn company page to improve B2B visibility and professional referrals.
- Introduced a Google Review incentive program to organically boost online reputation and visibility.
- Process Improvement
- Streamlined patient intake and flow, reducing wait times and administrative redundencies.
- Replaced outdated documents with clearly structured, easy-to-understand patient-facing forms.
- Developed and implemented internal policies and procedures to standardize operations and reduce confusion.
- Developed and implemented special service packages to include patient education materials, cost, and consent forms.
- Staff Training & Culture Development
- Delivered in-person and remote staff training sessions to increase confidence in using new systems and patient engagement materials.
- Supported the development of a positive internal culture with coaching on customer service, front-desk sales techniques, and conflict resolution.
- Introduced techniques to improve interpersonal workflow, communication, and patient scheduling.
Results & Outcomes
Within 90 days of project initiation, the chiropractic office experienced transformational growth:
- New patient volume increased from 1-2 per month to 3-5 per week
- Patient retention improved due to reduced cancellations, no-shows, and wait time
- Monthly patient volume more than doubled
- Staff reported higher job satisfaction and workflow clarity
- Digital visibility increased significantly, with improved search rankings and patient reviews (4.9 stars on Google and went from ~300 followers to 1.4k followers on Facebook)
Patient Volume Growth (Before vs. After)
| Metric | Before | After |
|---|---|---|
| New Patients Per Month | 2 | 16-20 |
| Patient Retention (Est.) | Low | Moderate-High |
| Google Reviews (Positive %) | 45% | 90% |
| Website Mobile Optimization | ☒ | ☑ |
| Team Morale | Low | High |
client testimonial
"Working with Victoria was a game-changer for our business. Her expertise and dedication delivered results beyond our expectations.
Over the course of just three months, she updated our website and made it mobile friendly, took over content marketing for our Facebook page, claimed, updated and managed out Google Business page, developed a LinkedIn page, developed and executed multiple policies and marketing materials, and additional patient-related materials for use in the office.
Since her start, our patient monthly volume has doubled, internal processes are smoother, and we couldn't be happier. Her guidance not only solved our challenges but set us on a path to sustained success. Highly recommend!"
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