The Clinic’s Sales Process: A Patient-Centered Approach

Written By Pomy Singh

When I called around to several DPC clinics, I noticed a surprising pattern: after providing some basic information about their services, many didn’t take MY information down.

I was a patient—curious about their service, learning about the doctor, trying to understand how this whole thing direct to primary care service thing worked. After a few minutes of conversation, we hung up.

Boom! That was it. No follow-up. No next steps. Just silence.

But that phone call was only our first interaction. On average, it takes eight touchpoints to convert a lead into a sale. So, if you’re not actively guiding potential patients through the “sales” journey, you’re missing out on sign-ups.

The Patient’s Journey: From Inquiry to Sign-Up

A well-structured sales process doesn’t just leave conversion up to chance. Here’s how to optimize each touchpoint and keep potential patients engaged:

1. The Initial Phone Call

When a potential patient calls, you need to: ✅ Introduce yourself and your passion for direct primary care ✅ Clearly explain what’s included in the service ✅ Provide transparent pricing details ✅ Collect the caller’s contact information for follow-up

Example Call Script:

Receptionist: “Hi, this is [Your Clinic Name], and this is [Your Name]. How can I help you today?”

Patient: “I just wanted to learn more about your services.”

Receptionist: “Absolutely! At [Your Clinic Name], we focus on [key value propositions—personalized care, no insurance hassles, unlimited visits, etc.]. Our membership includes [list key benefits]. Pricing starts at [cost], and we cover about 80% of what most patients need annually. Does that sound like something that might work for you?”

Patient: “That sounds interesting.”

Receptionist: “Great! I’d love to send you a quick summary of our services, pricing, and a testimonial from one of our patients. What’s the best email or phone number to send that to?”

✅ Key Takeaway: Don’t let the conversation end without gathering the patient’s information for follow-up.

2. Follow-Up Email (Within 24 Hours)

After the call, send a well-structured email that provides value:

📌 Subject: Discover How [Your Clinic Name] Makes Healthcare Simple

📧 Email Content:

  • Recap of your services & pricing

  • A compelling patient testimonial

  • Quick FAQ about DPC

  • Call to Action: “Schedule a Free Intro Call” or “Join Today”

3. Follow-Up Call (2-3 Days Later)

This call is about building trust and addressing concerns.

Example Call Script:

Receptionist: “Hi [Patient’s Name], this is [Your Name] from [Your Clinic Name]. I wanted to follow up and see if you had any questions after our last conversation. Did you have any thoughts about how we might fit into your healthcare needs?”

This follow-up keeps your clinic top-of-mind and allows you to address any hesitations.

4. Testimonial & Intro Video Email (Day 5-7)

📌 Subject: Why Patients Love [Your Clinic Name]

📧 Email Content:

  • Short video introduction from you, explaining your passion for DPC

  • Three to five strong patient testimonials

  • Another invitation to book an appointment

5. Special Offer Email (Day 10-14)

📌 Subject: Limited-Time Offer: Get Your Second Month Free!

📧 Email Content:

  • Exclusive offer (e.g., first month free, 25% off first three months, free 20-minute consultation)

  • Reinforcement of key benefits

  • Strong call-to-action: “Join Now”

✅ Pro Tip: Offering the second month free ensures that the patient stays long enough to experience the full benefits of your service.

6. Ongoing Engagement: Localized Newsletter

Even if a patient isn’t ready to sign up today, keeping them engaged keeps you top-of-mind.

📌 Newsletter Content:

  • Health tips & FAQs

  • Local fitness & wellness events

  • Quick & healthy recipes

  • Updates about your practice

📧 Example Subject Lines:

  • “Why Primary Care Can Save You Thousands”

  • “3 Simple Steps to Better Health”

  • “Meet Our Patients: Real Stories from [Your Clinic Name]”

Final Thoughts

If your DPC clinic isn’t actively guiding potential patients through their decision-making process, you’re leaving conversions up to chance. A strong follow-up strategy ensures that you’re engaging leads, building trust, and ultimately increasing sign-ups.

Implement these steps, personalize them for your practice, and watch as more patients choose you as their trusted provider.

🚀 Need help implementing these strategies? Our team specializes in patient engagement and sales optimization for DPC clinics. Let us help you create a seamless, high-converting sales process. Contact us today to get started!

Pomy Singh