Business Platform
Siloam Hospitals
Using WhatsApp to help patients and staff
Brand
The Indonesian healthcare provider increased patient bookings, patient self-check-ins and customer service recovery by adding WhatsApp Business Platform as a patient communication channel.
8%
increase in appointment bookings after launching a WhatsApp chat experience in October 2023*
36%
increase in patient self-check ins after adding prompts to automated WhatsApp appointment reminders*
80%
of customer service inquiries answered within 24 hours (compared with 7 days previously), attributed to ticketing escalation in WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Access to quality healthcare
Siloam Hospitals is a network of private hospitals that includes 41 facilities in 21 provinces across Java, Sumatra, Kalimantan, Sulawesi, Bali and Nusa Tenggara. Siloam offers world-class healthcare to four million patients annually, giving them access to more than 3,600 specialists and 9,000 nurses across the islands. The network serves patients from all socioeconomic backgrounds, establishing itself as a brand that’s built to respond to Indonesia’s dynamic social transformation.
Their Goal
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Improving efficiency and patient satisfaction
PT Siloam wanted to find a more effective way to communicate with its patients. The healthcare network was looking for ways to streamline appointment booking, collect high-value patient feedback and better meet its patients’ needs in real time.
Their Solution
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Greater accessibility with WhatsApp
Previously, patients booked an appointment by submitting a request through Siloam Hospitals’ website or app, sending an email or placing a phone call. The hospital network used its site, app and paper brochures to advertise its services.
Siloam Hospitals worked with multiple Meta Business Partners to implement WhatsApp Business Platform and overhaul its approach to connecting with patients. WhatsApp Business Platform provided Siloam Hospitals with a new way to reach and service patients by helping the team automate booking processes that had previously been more manual, saving time for both staff and patients.
“Sending appointment reminders directly to patients through WhatsApp streamlined our workflow by eliminating the need for phone calls to remind them of their appointments. Using WhatsApp benefited both patients and staff by providing an effective communication channel for feedback forms and creating a more fluent experience.”
Zaenal Arifin
Siloam Surabaya Hospital, Patient Services Executive Coordinator
The team now manages the end-to-end process for all its promotions, appointment bookings and patient feedback collection within WhatsApp Business Platform:
- Appointment scheduling and patient check-in: Siloam Hospitals now uses an automated chat experience that enables patients to request an appointment directly in WhatApp, sends automated confirmations and reminders for upcoming appointments and automates the patient check-in process.
- Customer surveys: Siloam Hospitals sends care follow-up surveys to patients in WhatsApp after their appointments, to collect trusted patient feedback. The team also uses an automated escalation process in WhatsApp for helpdesk cases that require it. Customer service team members can see and respond to automated internal alerts that allow them to respond quickly to complaints.
- Promotions: Siloam Hospitals sends marketing messages to patients directly in WhatsApp to promote new services and healthcare packages.
Siloam Hospitals publicizes its WhatsApp-based features in its social media outreach, on its website and with messages sent to patients in WhatsApp.
Their Success
After implementing WhatsApp Business Platform, Siloam Hospitals observed performance across a two-month period (October 1-December 8, 2023) and reported:
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Better patient results
- 8% increase in appointment bookings after launching the WhatsApp chat experience in October 2023*
- 36% increase in patient self-check ins after adding prompts to automated WhatsApp appointment reminders*
- 80% service recovery within 24 hours (compared with 7 days previously), attributed to ticketing escalation in WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“WhatsApp has helped our staff save time on having to explain our available services, since the channel educates patients for us.”
Zaenal Arifin
Siloam Surabaya Hospital, Patient Services Executive Coordinator
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