WhatsApp Chatbot Doubled New Patient Appointments for Dr. Sulaiman Al Habib Hospitals

Opportunities for Enhanced Patient Engagement

Being a leading healthcare provider in the UAE region, HMG relied on SMS, its mobile application and traditional call centers to manage patient engagement and communication. Including appointment booking, reminders, follow-ups and more. While these channels did the job, the engagement was low and there were glaring inefficiencies in the appointment booking process and reporting.

HMG faced several challenges with its existing communication channels including:

• Limited patient engagement through SMS.
• High operational costs and inefficiencies in call centers.
• Inconvenient appointment booking and report delivery processes for patients.

‍

Solution

Adopting WhatsApp for Better Patient Communication

Recognizing the need for a more effective communication platform, HMG turned to Karix's WhatsApp Business solution. HMG implemented WhatsApp Business Platform, deploying a chatbot to handle common patient inquiries, automate appointment bookings, and facilitate the delivery of medical reports. This integration aimed to streamline patient interactions, reduce operational costs, and enhance the overall patient experience.

Completely Automated Appointment Booking Experience

The WhatsApp chatbot provided a seamless and efficient appointment booking experience, significantly reducing the need for manual intervention and improving patient satisfaction.

Adopting WhatsApp brought in a host of improvements in metrics that mattered for HMG

• 200% increase in new patient appointments — Moving to WhatsApp significantly improved patient response rates and overall engagement.

• 15% reduction in operational costs — Automation of appointment bookings and report requests reduced manpower needs, resulting in meaningful cost savings.

• 2X growth in LASIK bookings — Demonstrates how WhatsApp-driven journeys boosted patient acquisition and service uptake.

‍