Use Ferbz Broadcasts to Quickly Address Viral Complaints and Reassure Patients

Below is a step‑by‑step walkthrough that shows exactly how a clinic owner would launch a broadcast to answer a viral complaint. Imagine MediCare Diagnostics, a 25‑bed multi‑specialty clinic in Indore, receives a WhatsApp forward claiming that the clinic’s “new blood‑test package is illegal”. The owner wants to send a clear, official response to all patients who have taken any diagnostic test in the past 45 days.

1. Log in and navigate to Broadcasts

1. Open the Ferbz dashboard at https://dashboard.ferbz.com/ and sign in with your admin credentials.
2. From the left‑hand navigation pane, click Broadcasts (the icon looks like a megaphone).

You are now on the Broadcasts main screen, which shows a “Create New Broadcast” button at the top right and a list of recent broadcasts with their status.

2. Choose the patient segment

1. Click Create New Broadcast.

2. In the Select Recipients pane, click Filter Patients.

3. Set the following filter criteria:

   • Service Type → Diagnostic / Lab
   • Visit Date → Last 45 days (use the date picker to select “From – 45 days ago” to “Today”)
   • Tag → Blood‑Test (if you have tagged those visits)

   The preview panel now shows 312 patients matching the filter.

4. Optionally, you can preview the first five rows to confirm phone numbers and names are correct.

3. Compose the message

1. In the Message Builder area, click Use Template and select the pre‑saved template named “Viral Complaint – Diagnostic Package”.

2. The template contains placeholders:

   Dear {{patient_name}},
   We have noticed a rumor circulating about our new blood‑test package. Please be assured that the package complies with all GST regulations and is fully approved by the state health authority. For any questions, call us at {{clinic_phone}}.
   Thank you,
   Dr. {{doctor_name}} – MediCare Diagnostics
   

3. Click Edit and replace the placeholders automatically:

   • {{clinic_phone}} → 0731‑255 7777
   • {{doctor_name}} → Dr. Ramesh Patel

   The message now reads:

   Dear Rahul Sharma,
   We have noticed a rumor circulating about our new blood‑test package. Please be assured that the package complies with all GST regulations and is fully approved by the state health authority. For any questions, call us at 0731‑255 7777.
   Thank you,
   Dr. Ramesh Patel – MediCare Diagnostics
   

4. You can attach a PDF brochure titled “Blood‑Test Package – Regulatory Clearance.pdf” by clicking Attach File and selecting it from the clinic’s Ferbz Documents library.

4. Schedule or send instantly

1. Below the message box, choose Send Now (since the complaint is already viral).

2. Review the Credit Estimate: 312 recipients × 1 credit = 312 credits. The dashboard shows the current wallet balance (e.g., 1,200 credits).

   If the balance were insufficient, you could top‑up via Razorpay directly from this screen.

3. Click Confirm and Send.

Ferbz immediately pushes the broadcast to the WhatsApp Business API. A toast notification appears: “Broadcast queued – 312 messages pending”.

5. Monitor delivery on the Reminders board

1. Navigate to Reminders → Board from the left menu.

2. Locate the entry titled “Broadcast – Viral Complaint – Diagnostic Package – 12‑Oct‑2024”.

3. The board shows three columns: Scheduled, Sent, Failed. As messages are processed, the numbers move from Scheduled to Sent.

   • After 5 minutes: Sent = 298, Delivered = 285, Read = 210.
   • After 15 minutes: Sent = 312, Delivered = 307, Read = 254.

4. Click the broadcast row to open a Detailed Report. Here you can export a CSV with patient names, phone numbers, delivery timestamps, and read receipts.

6. Follow‑up automation (optional)

If you want to automatically follow up with patients who have not read the broadcast after 24 hours, you can create a quick Automation journey:

1. Go to Automation → Create New.
2. Set the trigger “Days since broadcast sent = 1 AND message not read”.
3. Add a single WhatsApp step: “Hi {{patient_name}}, we noticed you may have missed our earlier note. Please let us know if you have any concerns about the blood‑test package.”

Save the journey; any unread patient will be enrolled automatically, consuming additional credits only when the follow‑up fires.

Worked Example Summary

The whole process—from opening the Broadcast screen to hitting “Send”—takes under three minutes, and the owner can instantly see how many patients have actually read the reassurance.

Time saved – Before Ferbz, the clinic’s front‑desk staff would have to pull the same 312 phone numbers from the Patients list, copy them into a spreadsheet, and manually dial or send individual WhatsApp messages. Assuming an average of 30 seconds per call, that effort equals 156 minutes (over two and a half hours) of staff time. With Ferbz Broadcasts, the same outreach is completed in under three minutes.

Revenue recovered – In the week prior to the viral complaint, MediCare Diagnostics recorded ₹1,84,560 in diagnostic revenue from the 312 patients (average ₹590 per test). After the broadcast, the clinic saw a 12 % increase in follow‑up bookings within five days, translating to an additional ₹22,147 of lab revenue that would likely have been lost if patients had stayed misinformed.

Reduced manual errors – Manual dialing often leads to wrong numbers, duplicate calls, or missed patients. Ferbz pulls the exact contact data from the centralized Patients CRM, guaranteeing that every eligible patient receives the same wording and the attached regulatory PDF. The Reminders board instantly flags any failed sends (e.g., invalid numbers), allowing the owner to correct the record without re‑calling.

Compliance and branding – Because every broadcast is sent through the official WhatsApp Business API, the clinic’s messages appear with the verified business name and logo, reinforcing trust. There is no risk of being flagged as spam, which can happen with personal‑number workarounds.

Credit‑controlled cost – The prepaid wallet model makes the expense transparent. In the example, the clinic spent ₹312 ≈ ₹3.12 (₹99 for 100 credits) on the broadcast, a fraction of what a single phone‑call campaign from a call‑center would cost (often ₹15–₹20 per call). Even if the clinic runs two such broadcasts per month, the total spend stays well under ₹1,000, while protecting tens of thousands of rupees in revenue.

Overall, Ferbz Broadcasts directly tackles the pain point of patients forgetting or doubting clinic information by delivering a fast, measurable, and cost‑effective reassurance, turning a potential reputation crisis into an opportunity to reaffirm trust.

Ready to protect your clinic’s reputation the same way MediCare Diagnostics did? Log in to the Ferbz dashboard, top up your wallet via Razorpay, and launch your first broadcast in minutes. For a hands‑on trial, visit https://dashboard.ferbz.com/ or email support@ferbz.com for a personalized walkthrough. Our team will help you set up your first “clinic broadcast response to viral complaint” template so you can respond instantly the next time a rumor spreads.