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

Dr. Sulaiman Al Habib Medical Group is a leading healthcare provider in the Middle East, known for its advanced medical facilities and patient-focused care. With a network of hospitals and clinics across the region, HMG is committed to delivering high-quality healthcare services, leveraging the latest medical technologies and highly skilled professionals. (Source)

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Opportunities for Enhanced Patient Engagement

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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.

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HMG faced several challenges with its existing communication channels including:

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Adopting WhatsApp for Better Patient Communication

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Recognizing the need for a more effective communication platform, HMG turned to Tanla'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.

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Completely Automated Appointment Booking Experience

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

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

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Plans for Further Enhancements on WhatsApp

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HMG plans to further enhance the WhatsApp integration by adding detailed doctor profiles, including photos, scope of service, and patient reviews to create a seamless and efficient patient journey.

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