Liine, which sells call tracking to practices, analyzed more than 145,000 new patient leads collected by American aesthetics, cosmetic surgery and dermatology practices between January and December 2023. 50.1 percent of those inquiries became a scheduled appointment.
- All new patient inquiries that booked: 50.1 percent
- Online form leads that booked: 56.8 percent
- Phone call leads that booked: 47.2 percent
When a new patient caller did not book, Liine recorded the reason. The most common: caller procrastination, 41.7 percent. Next: staff took a message, 15.6 percent. Then treatment not offered, 6.9 percent, no credit card provided, 6.2 percent, and a scheduling issue, 6.0 percent. Liine's own note is that the first two are the reasons staff have the most control over.
The sample is Liine's own customers and the data is from 2023, so treat the figures as that network's numbers. The shape is the useful part: a new patient who calls and gets a message taken, instead of a time offered, is the single most fixable loss on the list.
Test it this week. Call your own front desk as a new patient and ask for a consult. Do they book it, or take a message?
What ProxMedia does about it: an AI receptionist for med spas and clinics that offers a time on the first call, after close and over lunch, and never takes a medical question.
Source: Liine, Inc., Marketing Benchmark Report: Aesthetics, 2024 edition (145,000+ new patient leads, January to December 2023).