Case Study - Central Clinic
“‘Wow!”, was the first words I heard when I encouraged a patient to view our new website.”
“Until working with GippsTech to design a high-quality, innovative and easy to use website, we were still taking appointment bookings over the phone, and had some language barriers with our staff when it came to our diverse clientele.
At Central Clinic, we pride ourselves on our professionalism, our experienced team, and our values for creating a positive experience for our patients. We’d invested in a beautiful new building to provide the best quality care to our patients, and also needed a new website that would reflect the quality of our brand. GippsTech rose to the occasion!
Prior to developing our new website, staff were spending more time booking appointments or answering questions over the phone than they were spending quality, face to face time with our patients. Now, patients usually go to the website first to make appointments and answer common questions. And with lots of new people moving to the area, a beautiful website is a big reason for them to choose us.”
- Mario Gupta, Practice Manager
It was important for us at GippsTech to create a website which was simple to use, yet sophisticated and visually beautiful to reflect the brand of Central Clinic. Their building and facilities do a great job of showcasing their high quality brand, and it was important that the website also reflect that.
After our initial meeting with Central Clinic, we were able to identify some specific solutions which would help them moving forward.
The key aspects we wanted to focus on for the website were:
A website built around photography and visual imagery, to highlight the quality of Central Clinic’s facilities
An online appointment booking function
Google Translate to assist patients with a language barrier
A virtual tour of Central Clinic’s exciting, freshly renovated space
The addition of Google Maps to avoid confusion over the clinic’s location
It was important for Central Clinic that they were portrayed as a premium brand, both online and in person. After recently renovating their space, they wanted to build a website which reflected this, and the potential clients they were looking to attract.
The initial results after launching the website were very satisfactory. The staff experienced that 60-70% of new patients were using the website to find information and book their initial appointments. Having an easy to use website with the integrated booking features saw an increase in staff productivity due to the reduction in manual administration work from phone bookings.
The addition of the doctors’ key interests and languages meant that those who use English as a second language could select the doctor who was the best fit for their individual needs. Google Translate was also integrated into the website so patients could open the site in their preferred language. This proved to be a popular feature for the clinic, and resulted in an increase in bookings of new patients, since patients could feel much more empowered by being able to read the website in their own language and choose a suitable doctor themselves rather than relying on translators. This also reduced communication barriers with reception staff - patients would come to the clinic with the website on their phone in their own language, and point to the picture of their doctor, so reception staff no longer had any problems in addressing their needs.
The Warragul and Drouin area has been growing rapidly, and having a beautiful website that reflects their premium brand has been of great benefit to Central Clinic in becoming the clinic of choice for people new to the area. Central Clinic has seen an increase in 50 new patients each month, with most new patients finding the clinic online. The incorporation of the virtual tour meant new patients and potential patients could view the space and feel comfortable before making their first visit, and the doctor directory means that new patients can learn about their doctor and feel comfortable with them before their first visit. The investment in a premium website has proved to deliver very positive results for their business.
“Most new patients now find us through the website. Lots of clinics don’t have their own websites and instead use Health Engine, so a high quality website was a big differentiator for our brand.”
Prior to the new website launch, staff were experiencing a high volume of calls from patients who were struggling to find the new clinic location. Reception staff had to explain how to get there over the phone which resulted in patients getting confused. The addition of Google Maps into the new website has reduced frustration for patients, and reduced the volume of phone calls to staff to explain the clinic location. When the new Warragul Specialist Centre opened recently and many specialists who previously worked at the clinic moved to the new location, having Google Maps on the Specialist Centre website was also helpful for reception staff to explain to patients where they need to go now to see their specialist, which has significantly reduced work for reception staff.
In terms of the behind the scenes running of the website, the team at Central Clinic felt very comfortable using the website’s WordPress admin interface to make changes, adjust text, or add new staff profiles to their ever-growing business. The initial training performed by the GippsTech team meant the staff of the clinic knew exactly how to manage their website, and were able to email or call with any questions or enquiries.
After the launch of the website, Central Clinic also embedded the HealthSite appointment booking feature into their site to ensure that their patients were not redirected to an external website, and that their health information and data was kept safe and secure.
“The monthly emails we receive from GippsTech regarding our website maintenance makes us feel comfortable that if something needs to be done, we can email the team and it will be fixed.
The majority of our requests to GippsTech have been completed within 24 hours. Any tasks that require long time frames are done without hassle, and we receive regular updates from the team as to their progress. We feel a great sense of being looked after by the GippsTech team!”
The experienced team at GippsTech were proud to present this professional and innovative website for both staff and patients of Central Clinic to enjoy.
The results from creating this site speak for themselves, with an increase in 50 new patients per month, and 60-70% of these new patients using the website to book their appointments.
We look forward to continuing to support Central Clinic as they continue to grow as a leader in their field.
If your business wants to reduce admin workload for your staff, attract new customers or ensure that your website reflects the quality of your brand, we would love to help you bring your new website to life. If you would like to discuss your individual wants and needs, book in for a no obligation website consultation today!