According to the Journal of Urgent Care Medicine (JUCM), the success of an urgent care center depends on building Patient Loyalty in Urgent Care—getting patients to return for future visits. Yet, most urgent cares only see 20-30% patient loyalty. That means 70-80% of your patients may never return.
If you’re relying on first-time visits alone, you’re constantly chasing new patients instead of building a strong, returning patient base. What are you doing to keep patients coming back?
Patient Loyalty in Urgent Care
Informer Messages have been driving loyalty across industries for over 20 years. In retail, it’s called “suggestive selling.” In marketing, it’s known as “cross-marketing.” In healthcare, it’s about educating patients on all the services available to them—before they even ask.
For urgent care, that could mean letting patients know:
✅ You offer physicals for sports, work, or DOT certifications
✅ You provide flu shots, COVID tests, and vaccinations
✅ You treat minor fractures and sprains—no need for the ER
✅ You offer telemedicine for follow-ups and minor concerns
✅ You accept most insurance plans and have affordable self-pay options
Many patients leave an urgent care visit thinking it’s just for emergencies. If they don’t realize you offer other essential healthcare services, they’ll go elsewhere when they need them.
Strengthen Loyalty with Strategic Messaging
The key to building loyalty is making sure patients hear about your full range of services. On-hold messages, in-office signage, and even front desk scripts can all reinforce why they should return to your urgent care instead of seeking care elsewhere.
Are You Above the 20-30% “Bare Minimum”?
So, how’s your patient loyalty? If you’re not actively cross-marketing your services, chances are, your competitors are. Or are you missing opportunities to keep patients coming back? If you’re not actively cross-marketing your services, chances are, your competitors are.
Want to start improving patient loyalty today? Let’s talk about how Informer Messages can help. Find out more by calling us at (800) 862-8896, or click here to email us.
