The Client
Our client, Gynaecology Wellness, is an established gynecology practice based out of London. They are led by a team of senior gynecologists from one of the largest government healthcare institutions in the UK. With their years of experience and expertise in various fields of gynecology, they have treated and provided care to thousands of women across the UK.
Disclaimer - The name Gynaecology Wellness is a placeholder as there is an NDA signed between both parties.
Challenges
Gynaecology Wellness faced several operational inefficiencies and customer service challenges that impacted its ability to deliver seamless patient experiences.
- Disorganized appointment booking and FAQs, causing delays and poor patient experience.
- Limited staff could not manage queries outside working hours or offer 24x7 support.
- Staff burnout due to high workloads.
- Rising operational costs from manual paperwork.
Solution
We implemented chatbots using WotNot's no-code platform for easy updates and efficient management:
- 1. WhatsApp Chatbot:
- Automated appointment reminders, booking, and rescheduling.
- Sent personalized notifications for reports and reminders.
- 2. Facebook Messenger Chatbot:
- Streamlined booking directly from their Facebook page.
- Automated health package details and appointment scheduling.
- 3. Key Features:
- Automated health package inquiries and bookings.
- Integrated appointment booking with Google Calendar.
- Instant 24x7 responses to FAQs, ensuring no missed leads.
Results
The solution delivered measurable improvements in patient experience and operational efficiency.
- Appointment booking time reduced by 80% (from 5 minutes to under a minute).
- Patient no-shows dropped by ~40%.
- Health package sales rose by 65% in 3 months.
- Unique users grew by 33% in 3 months.
- Staff reassigned to roles needing human interaction.
- 85% more queries answered.
- Added two new communication channels.
- Reduced paperwork and operational costs.
- 24x7 support improved trust and brand image.
