How would you improve patient retention by improving the counseling side of a tele-counseling platform?

Clarifying question/Assumptions:

I am assuming that the tele-counseling platform is to help people with medical counseling.

Improvement - Increase in the retention of the patient over the platform.

Tele counseling product - Double-sided market where counselors and patients can interact with each other, where a counselor will help the patient with medical guidance over a telephone.

Goal: Improve retention of the patient on the tele-counseling platform.

Users:

1. Counselors - Doctors who have been practicing medicine and do checkups of patients.
2. Patient - Who are suffering from medical conditions and need counseling for it.

Since our goal is to increase the retention of the patient on the platform, we want to focus on the user base who are very frequent to a medical problem.

People above 60 years who live alone without any family, tech-savvy, suffering from either of any health conditions.

Pain Points:

• Paying every time for a counseling schedule - It feels less favorable and seems not ROI for the patient and they have to bother every time for doing the whole payment process again.
• Personalization- Every patient needs personalized treatment and recommendation according to their health conditions but most of the counselors don't do the personalized recommendation i.e it needs to verify the previous prescription and recommendation as well checking the immunity and so what they do is to give a general recommendation on but when the user find it out and the counselor recommendation didn't work they went leave the platform.
• The patient didn't have anyone who takes care of them regularly, people want to care from them. 

Potential Solutions:

1. Subscription - Creating the package for a monthly or yearly subscription where users get tele counselors according to their package. New users will get at least the first tele counselor free of cost for trial purposes which will be included in their future subscription packages.
2. Counselor Review & Ratings - Encourage users to review and rate every counselor after they are done with counseling and seeing some positive results with their recommendations.
3. Counselor Performance: Every payment should be made to the counselor according to ratings by the patient, which will directly force the counselor to provide personalized recommendations and care. 

 We will be going to evaluate the solutions according to Effort and impact 

Possible Risks

1. Churn possibility from the Counselor side.
2. ROI on product improvement can be possibly low for initial 6 months

Success Measurement:

1.  # No. of positive review given by the patients
2.  # Increase in a free trial by the patient
3. # Decrease in churn rate MOM
4. # No. of Tele counseling bookings increased individually MOM

Summary 

We can improve on the retention of the platform by implementing the solutions patient review and ratings, subscription, and counselor performance for the pain points faced by the patient. We can check the retention rate through success metrics.