#144: How To Increase New Patient Bookings Using AI With Wouter Slettenhaar

PODCAST TRANSCRIPT

In this episode of OMD TV & Podcast, host Huyen Truong speaks with Wouter Slettenhaar, Vice President of Channel Sales and Strategic Partnerships at Crisalix, a global leader in digital engagement tools for clinics. With over two decades of experience in online marketing and sales, Wouter has been at the forefront of integrating AI into healthcare practices. Together, they unpack the ways AI is reshaping patient communication, clinic efficiency, and lead conversion.

Key Insights from the Conversation

Managing Time Zones & International Clients

Operating with clients across the UK, Australia, India, and the US means late nights often become working hours. Wouter and Huyen shared how they’ve adapted to this reality, balancing responsiveness with strategic time management.

The Evolution of AI in Clinics

AI in healthcare has evolved dramatically over the past six years. What began as simple live chat or FAQ bots has become fully developed AI agents, capable of handling enquiries across phone, SMS, social platforms, and email. AI no longer just saves costs; it actively boosts conversion rates, patient satisfaction, and return on investment.

Speed to Lead & 24/7 Availability

Both speakers stressed the critical importance of response time. Even a delay of a few minutes can cause clinics to lose potential patients. AI ensures round-the-clock responsiveness, making clinics accessible during nights, weekends, and holidays—times when a large percentage of patient enquiries occur.

Lead Qualification & Conversion

AI goes beyond collecting names and emails. It asks targeted questions about patients’ needs, prior consultations, and budgets, automatically filtering for qualified leads. Unlike human staff, AI doesn’t give up after one or two attempts—one AI agent made six follow-up attempts until a booking was confirmed.

Building Trust & Personalisation

Trust is central to patient relationships. Wouter explained how AI can be personalised through integration with CRM systems and knowledge bases. This allows it to recall past conversations, adapt tone, and provide relevant information instead of delivering static, generic messages.

Training AI Like a Team Member

Training an AI system is similar to onboarding a new employee. Clinics must supply content, FAQs, treatment information, policies, and website material, so the AI speaks in the clinic’s voice. Continuous monitoring is key to avoid “hallucinations” and ensure accuracy over time.

AI for Marketing & Management Insights

AI isn’t just for front-line enquiries. It can analyse campaign performance, track conversion rates from different sources, and record common patient objections. This gives clinics powerful insights for marketing decisions, operational improvements, and staff training.

Addressing the Pricing Question

Patients often ask, “How much does it cost?” Wouter recommends not rushing to quote exact prices. Instead, share a price range while explaining the value of expertise, consultation, and care. This approach builds trust before focusing on cost.

Fee-Based Consultations

Both agreed that charging for consultations can make sense when clinics clearly communicate the depth, time, and personalised attention patients receive. This helps filter out non-serious enquiries while reinforcing the clinic’s value.

Getting Started with AI

The barrier to entry is lower than many think. Clinics can start small, using AI for after-hours messages or social DMs, and gradually expand into more complex roles like bookings, follow-ups, and CRM integration.

Beyond AI: Wider Industry Insights

Wouter also shared insights from a recent conference in Melbourne about the growing importance of day surgery centres, as surgeons face challenges securing hospital space. This reflects broader trends in how clinics are adapting operations for efficiency and growth.

Final Takeaway

AI is not just another tech tool, it’s a strategic advantage for clinics. By providing 24/7 patient engagement, qualifying leads, generating insights, and reducing staff workload, AI helps clinics achieve higher bookings and improved patient satisfaction without stretching resources thin.

For clinics looking to remain competitive, AI is no longer optional, it’s becoming essential.