OT&P Healthcare reduces no-shows by 11% and enhances bespoke patient experience with SleekFlow

A leading healthcare provider in Hong Kong,  OT&P Healthcare’s mission is to deliver cutting-edge, bespoke healthcare for individuals and families at every stage of life. With seven clinics offering a wide range of medical specialties, OT&P's vision is to become a leader in Asia for exceptional patient experiences and evidence-based innovative services.

The challenge of evolving patient needs

As the healthcare industry rapidly evolves, so do the expectations of patients. Patients increasingly prefer to communicate with healthcare providers digitally, with WhatsApp emerging as the go-to platform contact. OT&P, understanding this shift, realized they needed a more efficient, organized, and centralized way to manage patient interactions across multiple clinics.

OT&P envisioned a streamlined communication system that could handle both inbound and outbound patient requests, ensuring they could meet the demands of modern-day patients while maintaining their high standards of service.

Disjointed communication channels

Before adopting SleekFlow, OT&P was managing patient communications across multiple individual WhatsApp accounts for each of their seven clinics across Hong Kong. This disjointed approach made it difficult to provide consistent and timely responses to patients. Additionally, it led to inefficiencies in managing appointments and addressing patient queries.

High appointment no-shows and cancellations

OT&P also faced frustrations from sudden appointment cancellations and no-shows. OT&P wanted a better way to send appointment reminders, ensuring that patients attended their scheduled appointments. The lack of an automated system for reminders meant staff had to manually follow up, which took up valuable time and resources.

Complex patient routing across multiple clinics

With seven clinics offering 16-17 different specialties, directing patients to the right clinic and practitioner was a logistical challenge. Previously, the process was manual and not well-organized, leading to potential delays in patients receiving the care they needed.

Resolving challenges with SleekFlow's Automations

Streamlining patient communication

After being introduced to SleekFlow’s platform, OT&P immediately recognized its bespoke capabilities. SleekFlow was able to integrate with OT&P’s in-house patient management system, which allowed seamless patient management across multiple communication channels, particularly WhatsApp. OT&P found SleekFlow’s no-code Flow Builder easy to learn and build, allowing OT&P to simplify patient routing from a seven-step process to just three steps, drastically improving operation efficiency. 

Automated appointment reminders

One of the key workflows optimized OT&P on SleekFlow was automating appointment reminders. SleekFlow’s solution allowed OT&P to send personalized reminders to patients, triggered from their in-house patient management system, reducing the occurrence of missed appointments. This became vital in reducing the rate of no-shows and cancellations.

Centralized communication across clinics

The ability to centralize communication for all clinics into one system allowed OT&P to track patient interactions more effectively. No longer did they rely on individual clinic WhatsApp accounts, ensuring that patient communication was more organized and efficient.

Streamlining patient communication with SleekFlow's solution

Recognizing the bespoke capabilities of SleekFlow, OT&P implemented a new strategy to transform its patient engagement. They seamlessly connected their in-house patient management system with SleekFlow through custom API integration.

Centralized communication across clinics in an omnichannel inbox

SleekFlow consolidated all patient communications, particularly from all the 7 WhatsApp account, into a single, unified inbox. This eliminated the reliance on separate WhatsApp accounts for each clinic, allowing OT&P to track patient interactions far more effectively. By centralizing their communications, they gained a complete view of every patient journey, which empowered staff to provide faster, more contextual, and highly personalized service.

Simplified patient routing with automated workflow

OT&P found SleekFlow’s no-code Flow Builder easy to learn and build, allowing OT&P to simplify patient routing from a seven-step process to just three steps, drastically improving operation efficiency. 

Automated appointment reminders

Another key workflows optimized OT&P on SleekFlow was automating appointment reminders. SleekFlow’s solution allowed OT&P to send personalized reminders to patients, triggered from their in-house patient management system, reducing the occurrence of missed appointments. This became vital in reducing the rate of appointment no-shows were reduced by 11%, while cancellations dropped by 10% on year-on-year basis.

Results of the solution implementation

Increased operational efficiency

One of the major benefits of implementing SleekFlow was the improvement in operational efficiency. With automated workflows in place, OT&P’s front office staff spent less time managing WhatsApp communications and more time engaging with patients in the clinic. This shift allowed the clinic staff to focus on delivering quality care to patients, rather than being trapped by manual and tedious administrative tasks.

Reduction in appointment cancellations and no-Shows

The integration of automated appointment reminders significantly impacted OT&P’s operations. Year-on-year, appointment no-shows were reduced by 11%, while cancellations dropped by 10%. These results had a direct positive impact on clinic productivity and patient satisfaction.

Improved Patient Experience

By centralizing communications and streamlining workflows, OT&P made it easier for patients to get in touch with the right department or practitioner. The simplified system helped meet patient demands for faster, more organized communication, improving the overall patient experience.

Looking Ahead: Exploring AI Integration

Building on this success, OT&P is now exploring the integration of SleekFlow AI solutions to further enhance patient communication. With AI being able to bring forth new horizons within patient care, OT&P is seeking to implement it throughout its services to further reduce wait times and improve service delivery.

About OT&P

A leading healthcare provider in Hong Kong,  OT&P Healthcare operates seven clinics in Hong Kong offering over 16 different specialties. Its mission is to deliver cutting-edge, bespoke healthcare for individuals and families at every stage of life and to become a leader in Asia for exceptional patient experiences and evidence-based innovative services.