Patient retention starts with listening to your patients.

Healthcare is complex (and confusing for patients). Conversational analytics listens to the voice of the customer and offers actionable insights.

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Patient experience in healthcare is changing.

Is your strategy to adapt working? You wouldn’t go to a doctor that couldn’t offer a diagnosis. The same rule applies to the data tools being leveraged to monitor customer experience.

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Over 50,000 patient interactions demonstrate how pervasive disruptions in the healthcare patient journey continue to be.

Patient Retention

Patient retention is essential for any successful business in the healthcare industry. It measures how well a practice retains its existing patient base and keeps them coming back for future services. Patients who are happy with their experience at a medical practice are more likely to remain loyal, resulting in increased revenue, improved clinic efficiency, and better overall patient outcomes. 

A practice that can retain patients is able to offer consistent, high-quality care since they know the needs of their patients and have built relationships with them over time. This leads to greater trust between provider and patient, as well as improved communication, which can lead to better disease management or preventive care strategies, among other things. As such, organizations should make customer retention a priority.

By conducting regular patient retention analysis, businesses can examine data to identify the reasons patients are returning or not returning to their facility. This type of analysis helps healthcare providers understand where they can improve patient experiences and make changes that will lead to increased patient satisfaction and future visits. Factors analyzed may include wait times, customer service, treatments offered, cost of services, and ease of appointment scheduling. 

Organizations can find their patient retention rate by tracking the number of patients they saw in a previous period and comparing it to how many of those same patients they saw in the most recent period. To calculate the percentage, divide the current number of retained patients by the original number of patients. This is your patient retention rate.

Staying up to date with patent retention statistics is the best way for healthcare companies to track patient health outcomes over time. It’s important to compare your performance to others in your industry, as this can provide you with some key benchmarks for achieving higher retention rates. It’s also crucial to speak with patients themselves to gain a better understanding of the overall patient experience. 

Authenticx’s customer experience software analyzes customer voices to learn more about the various factors impacting their experience, whether for better or for worse. By aggregating, analyzing, and activating data, Authenticx offers critical insights that can help drive better business outcomes and promote a more positive patient experience.

With Authenticx, you can:

  • Gain context that traditional surveys often miss
  • Combine data across multiple channels, teams, and silos
  • Organize conversational insights for greater clarity
  • Account for all voices across diverse patient populations and so much more

Why Is Patient Retention Important

So why is patient retention important? Patient retention is important because it helps to ensure continuity of care, build relationships with patients, and create better outcomes. It can also increase patient satisfaction, reduce costs associated with acquiring new patients, and provide a reliable source of revenue for the practice. Retaining patients creates a more stable environment for medical staff, as they have less turnover in their patient base and get to know their established patients better over time.

Understanding the patient retention meaning is critical for healthcare organizations. However, this is not to be confused with patient attrition, which looks at the number of patients lost over a given period of time. Both are key indicators of organizational success, but one measures the amount of customers kept, and the other looks at customers lost. Becoming familiar with the patient attrition meaning and how it differs from retention is key to improving business outcomes.

When considering patient retention in healthcare, it’s also important to outline a framework for how you plan on calculating retention and how to best track outcomes over time. For example, you might choose to monitor retention over a period of a year, or on a more frequent basis, such as a week. The standard patient retention rate formula is: (Number of Patients at the End of a Period – Number of New Patients During the Period) / Number of Patients at the Start of the Period x 100. This is important to know when measuring outcomes.

Ultimately, tracking and calculating patient retention rate is important because it provides insight into the patient experience, which helps companies understand what they need to do to improve things. Using the patient retention formula is a good way to determine how many patients you’re keeping over a given period of time. This formula should be used on an ongoing basis to help you determine whether or not you’re hitting your business goals.

Patient Retention Strategies

What is patient retention? As discussed previously, patient retention is the process by which healthcare companies seek to retain patients and keep them coming back for services. The following are some of the most common patient retention strategies:

  • Communication: Developing a strong relationship with patients and staying in touch with them beyond their visit is a key factor in patient retention. This can include sending out reminders for appointments, thanking them for referrals, and creating newsletters to keep them informed about the latest news and updates about your practice.
  • Patient Loyalty Programs: Discounts on services, loyalty points, referral bonuses, and other incentives can help increase patient retention.
  • Quality Care: Providing high-quality care and services are essential to patient retention in healthcare. Patients need to have confidence in the care they’re receiving and must feel that they’re being taken care of in the best way possible.
  • Follow-Up: Following up with patients after their visit is a great way to keep them coming back. This might involve deploying surveys to get feedback, simply sending out a thank-you email, or calling to check in and see how they’re doing.
  • Personalization: Tailoring services to meet the individual needs of patients can help to make them feel more valued and appreciated. It’s important to take the time to get to know each patient and understand their unique needs and preferences. Patient retention marketing is a good way to go about this. You can offer ads and services to each customer based on their specific needs.

When it comes to patient retention strategies in clinical trials, it’s especially critical to foster communication and follow-up. This allows companies to form quality, long-lasting relationships with patients.

How It Works

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Pull customer interaction data across vendors, products, and services into a single source of truth.


Collect quantitative and qualitative information to understand patterns and uncover opportunities.


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Patient Retention In Clinical Trials

Patient retention in clinical trials is the length of time a patient participates in a clinical trial. It is a measure of how well a clinical trial is able to maintain its subject’s participation. Patient retention is typically measured using the number of participants that complete a trial, the number of dropouts, and the trial’s duration. Subject retention strategies and success factors for clinical study retention include: 

  • Adopting clear, concise, and easily understandable study protocols that explain the trial’s objectives and procedures.
  • Communicating study progress and expectations to patients throughout the trial.
  • Offering incentives to participants such as discounts on medical care or pharmacy services.
  • Providing follow-up care, support, and assistance to participants who drop out of the trial.
  • Establishing dedicated staff to help manage and monitor the trial.
  • Developing patient retention strategies tailored to the target population, such as providing patient education, support services, and transportation assistance. 

So why do patients drop out of clinical trials? There are a variety of reasons that a patient may choose to terminate their participation in a trial. For instance, they might feel uncomfortable with the trial procedures or have difficulty meeting its requirements. This is why it’s important that patient recruitment in clinical trials prioritizes screening candidates and clearly outlining the study’s goals and requirements ahead of time.

Monitoring your clinical trial dropout rate and clinical trial recruitment cost per patient is an excellent way to determine whether or not your retention strategies are effective. This can ultimately help you to reduce costs.

Patient Retention In Physical Therapy

Patient retention in physical therapy is the process of keeping patients engaged in their physical therapy treatment plan and reducing the dropout rate. Strategies to increase retention include establishing clear expectations, making treatment enjoyable, and offering incentives for participation. By implementing effective strategies, organizations can increase their retention rate for physical therapy.

Healthcare companies can also increase their retention rate by studying and addressing common problems in physical therapy. Browsing a physical therapy problem list can give providers a better idea of some of the challenges their patients may be facing and how they can work to solve those problems in order to keep patients coming back for further treatment. Organizations should also stay on top of current events in physical therapy to ensure they’re providing up-to-date care for their patients—this too can boost retention.

Additionally, it can be helpful to study research problems in physical therapy. These include designing effective interventions and investigating the role of physical therapy in improving patient-reported outcomes. By addressing controversial topics in physical therapy, as well as physical therapy advocacy issues, healthcare companies can stay on top of their game and distinguish their practices. This is crucial to improving patient retention.

Overall, patient retention is essential for the success of any healthcare organization. It helps to build trust and loyalty with patients, which in turn leads to improved outcomes, greater satisfaction, and a stronger overall relationship. Whether you work in physical therapy or another area of healthcare, it’s important to implement the correct tools and strategies to improve retention.

Authenticx is built specifically for healthcare and allows users to gain deeper insights into the customer experience. By listening to customers directly, you can offer them the care they need and keep them coming back for more.

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