In the world of health services primary, success is often measured by how quickly and effectively a patient recovers. But for modern healthcare providers, recovery is not the end of the relationship—it can be the beginning of a higher, long-term value, known as Patient Lifetime Value (PLV).
Unfortunately, many clinics in Indonesia still do not understand how to build long-term relationships with healthy patients. In fact, with the right approach, PLV can still grow and provide benefit big—both in terms of finance, public trust, and service sustainability.
What is PLV in a Clinical Context?
Patient Lifetime Value (PLV) is an estimate of the total economic value that can be generated from one patient throughout their relationship with a health care facility.
But PLV is not just about the frequency of visits. PLV reflects how meaningful and sustainable the relationship between the patient and the clinic is. It includes:
- How often do they return for preventive check-ups?
- How many times would they recommend to family/friends?
- How likely are they to use additional services?
Recovered Patients Do Not Mean They Are Worthless
The notion that “recovered patients do not return, therefore do not contribute” is wrong. In fact, recovered patients can be a very valuable loyalty asset. They can:
- Return for annual medical check-up or immunization
- Using wellness services, nutritional consultations, or psychology
- Bringing family members as new patients
- Become a natural brand ambassador through positive testimonials and stories
In other words, the PLV value continues to grow even after the healing period.
From Medical Center to Lifelong Health Partner
Clinics that are successful in increasing PLV are clinics that transforming from a place of treatment to a long-term health partner.
Some strategic approaches that can be taken:
- Focus on preventive services
Including healthy lifestyle education, routine monitoring, and early intervention based on clinical data. - Use digital channels to build active communication
For example: health check reminders, educational content, and periodic satisfaction surveys. - Create a personal and humanistic system
For example: automatic rescheduling, birthday greetings, and post-action interactions.
PLV and Loyalty Are Not the Same—But Related
Satisfaction is no guarantee of loyalty. A clinic can have a high NPS score and still lose patients. Instead, loyalty comes from consistent personal relationships, not just a moment of good service.
PLV grows maximally when:
- Patients feel cared for even after treatment
- The clinic has systems in place that support long-term engagement.
- There is added value felt beyond medical action
How to Calculate Clinic PLV Simply
In general:
PLV = Average Revenue per Visit x Frequency of Visits per Year x Length of Patient Relationship (in years)
Example:
If the patient spends Rp200,000 per visit, comes 3 times per year, and stays for 5 years:
PLV = 200,000 x 3 x 5 = IDR 3,000,000
Now imagine if you could increase the frequency to 4, or extend the relationship to 10 years. The PLV scale would double.
Vit: Making PLV Real Through Smart Clinics
To help clinics achieve optimal PLV, Vit presents a digital platform that is not only for medical records, but also for managing long-term patient relationships.
Some key features:
- Automatic digital visit & education reminder
- Patient retention through personal notifications
- Patient app integration for medical record access
- Analytical data to see the potential PLV per patient
- Health Patriot as a liaison to village communities
With this holistic approach, Vit helps clinics increase patient value, not just in dollars, but also in human relationships.
Conclusion: PLV Isn't Just Data—It's a Growth Strategy
By understanding PLV and building a good retention strategy, clinics can grow healthier and more sustainably. Recovered patients can still be part of your clinic's future, if the relationship is managed intelligently.
Want to know how Vit can help your clinic build patient loyalty and manage PLV digitally?
📞 Contact Us our team for product presentation.
