Ghost waiters on your waiting list cost you more time and effort than you think. In this blog, therefore, a plea for an active waiting list, which not only saves you time, but also makes it easier for you to maintain regular, personal contact with your (potential) clients.
Those who want to spread their chances bet on multiple horses. It happens everywhere, including in the healthcare sector. You should assume that the people registered at your healthcare institution are also on a handful of other waiting lists. When the first person on your waiting list is called because a spot becomes available, there’s a good chance that this person has already found another place. So, you might be calling for nothing.
Another downside of a passive waiting list is the lack of personal contact with the people who have registered on your waiting list. Active relationship management, even with those who haven’t yet secured a spot in your institution, is crucial. Think about it: if you signed up somewhere and then heard nothing for six months, you’d start looking elsewhere, right? It’s definitely not excessive to call those on your waiting list every six weeks or so to check in on their situation. Potential clients will feel heard, and you’ll also have updated information about those waiting.
An active client service center ensures an active waiting list. Send a personal email, make sure newsletters reach all those waiting, check if there’s been any change in the care needs of potential clients, or even pay a visit! Be proactive and build connections with people through genuine interest and involvement.
Qare 365 can assist your customer contact center by sending automated alerts when action is needed for a particular client. Sending emails, tracking responses, logging conversations, or changes in care needs—there’s an alert for everything, and everything can be tracked in Qare 365, so completed actions are visible to colleagues as well. Additionally, Qare 365’s objective matching function helps your staff to carefully consider which client, with what care needs and urgency, is best suited for an available spot, rather than just automatically selecting the first person on the list.
This way, your waiting list changes from a passive document into an active, up-to-date list, making wasted calls and phantom waiters a thing of the past.
Jochem Dijs | +31 33 7122160 | jochemd@qssolutions.nl
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