Five Ways to Stop Patient Prospects from Ghosting You

October 11, 2022

If you spend scarce marketing dollars to attract new patients to your high-margin service lines only to have them ghost you, a solution may be within your REACH.

// By Jessica Walker //

Jessica Walker is founder and CEO of Care SherpaDoes your practice invest heavily in generating leads through your marketing channels — social media, website optimization, paid search — only to have little new-patient growth? If so, you may have a GHOST issue in your patient pipeline.

Ghosting is when a valid lead who has taken some kind of action — a web form, phone call, or HRA — never engages or moves forward despite multiple outgoing contact attempts.

Ghosting most commonly occurs in high consumer choice, elective service lines/specialties:

  • General Surgery
  • Pain Management
  • Bariatrics
  • Behavioral Health
  • Fertility
  • Cosmetic Surgery

Care Sherpa’s research and experience with clients show that 79 percent of prospective patient leads never convert to a patient. These are the top reasons leads do not convert:

  • 41 percent do not respond when contacted and go cold — “ghosting”
  • 38 percent were never contacted by the clinic
  • 8 percent were existing patients
  • 5 percent were trash leads/spam
  • 4 percent were not qualified due to clinical or financial reasons
  • 4 percent were truly not ready or declined

Our best practice to stop ghosting and repair a leaky conversion funnel follows what we call the R.E.A.C.H. method. This methodology is based on our data and experience working with clients. The goals of this method are twofold: (1) resolving the non-responders, and (2) increasing front-end revenue cycle.

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