NVision Partners x Gan.AI: Transforming Patient Engagement

The Customer

NVision Partners is a leading healthcare provider specializing in advanced eye care solutions, with clinics across multiple locations. Known for offering innovative treatments like LASIK and cataract surgeries, NVision is dedicated to providing personalized care to enhance patients’ vision health.

Industry: Healthcare

Service Area: United States (Multiple Locations)

Website: NVision Partners

Key Results

• Reduced No-Show Rates: Through timely, personalized video reminders, NVision experienced a reduction in missed appointments, increasing clinic efficiency and enhancing the overall patient experience.
  
  
• Efficient, Scalable Communication Solution: Using Studio by Gan.AI, NVision scaled its outreach with minimal manual involvement, delivering custom appointment-related messages to thousands of patients.
  
  
• Enhanced Doctor-Patient Connection Across Locations: With videos that included clinic-specific details, doctors were able to reach patients across 11 locations, referencing the exact clinic where each patient’s appointment was scheduled.

The Challenge

NVision wanted to enhance patient engagement through personalized communication, but faced several challenges:

• Maintaining Personal Connection at Scale: NVision’s physicians wished to communicate individually with patients, addressing them by name and confirming relevant appointment details. However, with doctors’ busy schedules, personal outreach to every patient was impractical.
  
  
• Location-Specific Personalization: NVision operates across several locations. Ensuring that each patient received details tailored to the correct clinic was essential, particularly for doctors practicing in multiple clinics.
  
  
• Multi-Stage Communication: Each patient required two video communications: a confirmation video upon booking and a reminder sent one day before the appointment. Both videos needed personalization for appointment type and patient details.

The Solution

NVision partnered with Studio by Gan.AI to deliver personalized appointment videos, allowing doctors to connect with patients across multiple locations with highly relevant information.

1. 1:1 communication: Each video was personalized to address the patient by name, making each interaction feel like a direct communication from their doctor.
   
   
2. Clinic Location Specificity: With Studio by Gan.AI’s capabilities, NVision was able to personalize videos to their 11 clinic locations, mentioning the specific clinic (e.g., Laguna Hills or La Jolla) where the patient’s appointment was scheduled. This detail was especially valuable for doctors working across multiple clinics.
   
   
3. Appointment Time & Date Personalization: Each patient, whether for LASIK or cataract was sent 2 videos:
   
   
   • Confirmation Video: Sent immediately after an appointment was booked, it provided details like the patient’s name, doctor’s introduction, appointment date and time, and location-specific reminders.
     
     
   • Reminder Video: Sent one day before the appointment, this video reminded patients of essential items to bring (such as intake forms or contact lenses) and encouraged rescheduling if needed.
     
     
4. Visual Personalization for Appointment Reminders: Each video displayed a banner in the top-right corner showing the appointment date and time, reinforcing important details visually.

Campaign Execution

Visual Quality Control: NVision reviewed sample videos to confirm the accuracy of personalization elements, such as doctor names, clinic locations, and date-specific banners. Adjustments were made to ensure seamless integration and consistency in quality.

Efficient Delivery Through Multiple Channels: Videos were distributed via SMS (integrated with Twilio) and email, ensuring patients received timely reminders and confirmations through their preferred channels. Every message included a personalized GIF thumbnail with the patient name

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