June 19, 2018
Score 6 out of 10
PatientPop was implemented in our company with the hopes of bringing in new patients and improving our online presence. We are a small, specialty chiropractic company in the city of Chicago, so although we are unique and don't have much direct competition, we have had a hard time keeping consistent growth. Our main struggle is that we do not accept insurance, so most people would rather find an office that does instead of paying out of pocket and having to submit on their own for reimbursement. We hoped that by using PatientPop and spreading our name to a wider audience we would be able to bring in a higher volume of our "ideal new patient", but we have had a few issues in the few months (we started in March) that we have been using PatientPop. First, the way we were pitched the product from a sales aspect was not reflected in the way our onboarding was handled. We had issues with having multiple providers, SEO tracking, and online scheduling. We have definitely seen an increase in POTENTIAL new patients reaching out, but many of them do not schedule due to our lack of insurance acceptance (we were not told that most of their other clients do take insurance). We have also had a lot of patients turn away due to the unclear online scheduling system which relates back to the multiple providers' issue. Our website redesign was also a little messy because they left out some of the pages/images from our original without letting us know. There is definitely LESS information on our current website which leaves a lot of questions unanswered for patients.
- Simple web design
- Appointment request dashboard is easy to use
- Support team does what they can or will explain why something cannot be fixed
- The onboarding/implementation managers seem to just be the middleman between customers and the support team which means issues take longer to be solved or sometimes are just "lost in translation" altogether. We have just been contacting the support team directly to get issues solved.
- PatientPop should look into becoming legally approved to sync with medical programs (for us it would be ChiroTouch). This would make the online scheduling easier to use and more accurate.
- PatientPop should find a way to filter out new patients only looking for someone that takes their insurance.
Read Dominique Marisie's full review
Great for getting POTENTIAL new patients, but there is definitely room for improvement. As an out-of-network office, it has proven to be difficult to get these new patients to commit to an appointment, many will schedule and then call the day before and cancel once they find out we do not take their insurance.