Case studies / Keep · Concierge healthcare

From one-off visits to memberships and recurring revenue.

120new patient visits in one quarter, up from 43
5 → 7.8visits per patient annually
$248 → $285average invoice

Business context

A concierge healthcare practice offering high-impact services with genuine long-term value. The medicine was strong. The business model around it wasn't, and the difference showed up as churn, no-shows, and revenue that reset to zero every month.

The challenge

Patients didn't clearly understand the available services or the long-term value of care. Pricing felt transactional, so patients behaved transactionally: one visit, one payment, no reason to return. Recurring revenue was limited, there was no cohesive funnel connecting services, and missed or canceled appointments compounded everything.

A Keep gap, with a messaging gap underneath. The practice was built around one-off transactions when its real value, and its patients' best outcomes, lived in ongoing care.

Strategy

  • Created a multi-tier membership program to make ongoing care the default, not the exception
  • Productized services into clear packages patients could actually compare and choose
  • Rewrote how pricing and long-term value were communicated
  • Built automated funnels for key services, each with its own landing page and email sequence
  • Added seasonal campaigns and limited-time offers to spark timely decisions
  • Connected marketing with retention and front-desk operations, so the experience held together after the sale

What was implemented

  • Membership tiers with clear pricing and benefits
  • Dedicated landing pages and follow-up email sequences per offer
  • Appointment reminder and follow-up automation to cut missed visits
  • Rebooking flows tied to real patient behavior and real revenue
Practice dashboard summary showing 120 total appointments and $12,323.66 in revenue for the quarter
The quarter after the rework: 120 appointments, against 43 before the ecosystem changed.
Appointment status chart showing 91% of visits confirmed, 5% missed, and 4% canceled
Appointment status after reminder and follow-up automation: 91% confirmed, with missed and canceled visits down 7.8% from the previous quarter.

What changed

120new patient visits in one quarter, up from 43
$248 → $285average invoice
−7.8%missed and canceled visits
5 → 7.8visits per patient annually
  • Memberships now support recurring revenue instead of one-off transactions
  • Higher patient commitment and more efficient upsells
  • Automated funnels and follow-up reduced manual work and supported a leaner front desk

Why this is a Keep story

The headline number is new visits, but the engine underneath is retention. Patients who understand the long-term value of care visit more often, spend more per visit, and show up when they book. Every system built here exists to keep a relationship going: memberships, reminders, rebooking, follow-up. Acquisition got easier because the business finally kept what it acquired.

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