Case Study: How a Hospital Increased Patient Inquiries by 2x with a Digital Storefront

Case Study: How a Hospital Increased Patient Inquiries by 2x with a Digital Storefront

By GoGetWell Team • 2025-05-12

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Case Study: How a Hospital Increased Patient Inquiries by 2x with a Digital Storefront

In the modern healthcare economy, patient decisions are driven by information, access, and trust — all of which begin online. One mid-size multispecialty hospital in South India faced stagnant growth, low digital traction, and high drop-offs despite offering high-quality care.

Their collaboration with GoGetWell.ai transformed their digital presence from a passive website into a conversion-focused AI-powered digital storefront — and the results exceeded expectations.

Background: A Mid-size Multispecialty Hospital in South India

  • 250 beds, serving both OPD and inpatients
  • 22 departments, ranging from general medicine to advanced cardiac and oncology care
  • Primarily local patient base, with only 2% international traffic
  • Relied on manual scheduling, outdated static website, and had no marketing automation or analytics

⚠️ Key Challenges Identified:

  • Poor online discoverability: hospital name didn’t appear for specialty keywords or local searches
  • High website bounce rate (avg. session duration < 30 seconds)
  • Low digital engagement — most bookings were via phone or walk-ins
  • No real-time tracking of patient behavior or appointment drop-offs

Step 1: Rebuilding Their Website into a Smart Digital Storefront

The first step was a complete redesign — not just visually, but structurally — with GoGetWell’s digital storefront architecture.

🛠️ Key Upgrades Included:

  • Specialty-specific landing pages: Pages for each department with embedded doctor profiles, FAQs, and conditions treated
  • Interactive doctor directories: Searchable by specialty, gender, availability, and language
  • Real-time appointment booking: Patients could view available time slots and book instantly
  • Integrated chatbot: Responded to queries on services, hours, and pre-requisites for procedures

Impact: Bounce rate dropped by 54%, and average session time increased to over 2 minutes.

Step 2: Analytics & Automation Layer Added

With GoGetWell’s analytics suite, the hospital could now see how patients interacted with their digital storefront and make data-driven decisions.

📊 Dashboard Features:

  • Conversion funnels: Drop-off points identified across booking journey
  • Heatmaps: Revealed which specialties had the most views and clicks
  • Appointment performance tracking: Day-wise, doctor-wise, department-wise
  • Device and language data: Helped localize future campaigns

Result: The orthopedic and fertility departments were identified as high-performing zones, leading to budget reallocation and campaign prioritization.

Step 3: Deploying AI Chatbot for 24/7 Patient Queries

To reduce reliance on phone calls and front-desk staff, a custom-trained AI chatbot was added to the site and WhatsApp.

🤖 Key Capabilities:

  • First-level triage for patient inquiries
  • Provided doctor availability and consultation fees
  • Answered insurance eligibility and TPA tie-ups
  • Offered pre-consult instructions, like fasting or document requirements
  • Seamlessly escalated complex queries to live human agents during office hours

Performance: 67% of patient questions were resolved by the bot alone, and the average response time was under 3 seconds.

Step 4: Marketing, Performance & SEO Boost

Once the backend was streamlined, GoGetWell implemented a growth-focused digital marketing and SEO strategy.

🚀 Improvements Included:

  • Page speed optimization: Reduced homepage load time from 6.2s to 1.8s
  • On-page SEO: Structured data, schema markup, image compression, and content reworking
  • Keyword targeting: Localized keyword sets like “urologist in Coimbatore” and “heart check-up packages Tamil Nadu”
  • Google Business Profile optimization: Added 75+ patient-uploaded photos, doctor reviews, and call-to-action buttons

Outcome: Organic search traffic grew by 75% within three months, and the hospital began ranking in the top 3 for 11 high-intent keywords.

Results After 6 Months

With the full GoGetWell storefront and marketing stack in place, the hospital experienced transformative growth across all digital KPIs.

📈 Measurable Outcomes:

  • ✅ 2x increase in total patient inquiries via digital channels
  • ✅ 58% rise in confirmed appointments booked directly from the website
  • ✅ 5x growth in international patient leads from UAE, Bangladesh, and Sri Lanka
  • ✅ 22% improvement in overall Net Promoter Score (NPS), indicating higher patient satisfaction

Highlight: The hospital onboarded a full-time international patient coordinator after noticing steady overseas interest in its oncology and cardiology departments.

Final Thoughts

This success story illustrates how smart, strategic digital transformation can convert a website into a high-performing patient acquisition engine. A GoGetWell digital storefront doesn’t just showcase services — it actively generates appointments, collects insights, and builds patient trust 24/7.

Hospitals that make this shift today are better positioned to compete in tomorrow’s healthcare landscape.

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