Improve first visits at a Hyderabad clinic

The decision

Of 600 first-time appointments, 120 are missed. Patients report unclear arrival instructions and unexpected waits. A pilot combines a map, a confirmed time window and a receptionist assigned to new visits.

How should the clinic use the service marketing mix to judge the pilot?

Worked solution

Reveal the visual and solution

1. Map the 7 Ps. Hold the core service, price, location and promotion steady so the pilot evaluates the changes to people, process and physical evidence.
2. At a 20% baseline no-show rate, a fall to 15% would mean 30 additional attended visits in 600 appointments. Measure wait and satisfaction as guardrails.
3. Run at comparable dayparts and check whether added workload and appointment contribution justify scaling.

Review the marketing concepts

• Services Marketing
• 7 Ps of Services Marketing