Loyalty

Loyalty and rewards for clinics

In a clinic that sells courses, the valuable patient is not the one who spends most in a day. It is the one who finishes the block and comes back for the next. Points are earned per session delivered, which is the behaviour worth rewarding.

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OverviewEarning rulesRewardsTiers

Points issued48,250

Redeemed12,400

Members1,286

Outstanding value$3,585

Earning rules

Per $1 spent1 pointActive

Referral500 pointsActive

Laser session250 pointsActive

Points expire12 monthsOn

Tiers & rewards

Bronze0 pts12% off any session

Silver2,500 ptsFree check-up each year

Gold6,000 pts20% off any package

Points are credited when the treatment is invoiced, and the balance sits on the patient file, so redeeming it is a line on the next invoice rather than a conversation at the desk.

Earned on what was delivered

Points against an invoice reward spending. Points against a delivered session reward attendance, which is the thing a course actually needs.

Points per session delivered, not per amount invoiced
A different rate per service where the clinic wants one
Bonus on completing a course rather than on starting it
Referrals credited to the patient who made them
Nothing accrues on a session that was not delivered

Spent without a conversation

A reward nobody can redeem without asking a manager is a reward that does not change behaviour. Redemption happens on the invoice, at the desk, by whoever is there.

Redeemed against the invoice, at the point of payment
A cap per invoice so a balance cannot wipe a bill
Expiry with warning, not silent lapse
The balance visible to the patient in the app
Every accrual and redemption on the patient’s ledger

Tiers that mean something

A tier that only reflects how long ago someone joined is decoration. These reflect what the clinic wants more of: completed courses, returning patients, referrals.

Tiers on completed courses and returning visits
Rewards set per tier by the clinic, not by us
A tier that can be reviewed rather than held forever
What each tier costs against what it returns
The programme switched off per branch if it does not suit

Who a loyalty programme is for

It is a retention tool, so the people it has to work for are the ones at the desk and the ones deciding whether to come back.

Reception

Redemption on the invoice, without a manager.

Patients

A balance they can see, and rewards they can actually use.

Owners

What the programme costs against what it brings back.

A stamp card versus points against sessions

Both reward coming back. Only one of them knows what was delivered.

The way it is done now

Points on the amount billed
Redemption needs a manager
Balances in a notebook
Rewards expire silently
Cost of the programme unknown

With Medicolize

Points on the session delivered
Redemption on the invoice at the desk
A balance the patient can see in the app
Expiry with a warning first
Cost against return, per tier

Questions

Loyalty — what clinics ask

How are points earned?

Per session delivered rather than per amount invoiced, at a rate the clinic sets and can vary by service. In a course-based clinic that rewards attendance, which is what the course needs to work.

Can patients see their balance?

Yes, in the patient app, along with what it is worth and when any of it expires.

Can a reward wipe out an invoice?

Only if you let it. There is a cap per invoice, so redemption reduces a bill rather than replacing it.

Do points expire?

They can, on a rule the clinic sets, and the patient is warned before it happens rather than finding out at the desk.

Can we run it in one branch only?

Yes. The programme is configured per branch, so a new location can run without it while an established one runs with it.

Keep going

Put Loyalty in front of your own week

Half an hour on your own services, packages and price list. Someone calls you back within a day.

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