Addressing Staff Shortages in the Medical Field: "L Communication" Launches Industry-Specific Service to Optimize Operations via LINE

CONNEXT Co., Ltd. (Headquarters: Katsushika-ku, Tokyo; President & CEO: Toshiaki Kano; hereinafter "CONNEXT") will begin offering an industry-specific service for the medical sector on April 15, as part of its semi-customized service "L Communication," which allows for flexible expansion of LINE official accounts to match the operational flow of individual companies. While LINE has become established as a lifestyle infrastructure used by approximately 99 million people in Japan, challenges have become apparent in its corporate utilization, such as "existing functions do not fit operations" and "operations must be adapted to the tool." "L Communication" is a semi-customized service developed based on the concept of "adapting the tool to operations." This time, we are providing a dedicated service directly linked to practical operations, targeting the medical industry where challenges are particularly prominent. ■ Services for the Medical Industry A LINE-based solution that simultaneously improves "patient convenience" and "on-site operational efficiency" In small and medium-sized hospitals and clinics, issues directly related to daily operations have become apparent, such as an increase in no-shows without notice and telephone inquiries, in addition to chronic staff shortages. The reception desk, in particular, faces a heavy burden due to simultaneous in-person and telephone interactions, which can also affect the quality of medical services. "L Communication" utilizes LINE, which is familiar to patients, to build a system that simultaneously reduces "patient effort" and "medical institution labor." By consolidating a series of communications such as reservations, guidance, and follow-up on LINE, it achieves both operational efficiency and improved patient satisfaction. ① 24/7/365 "LINE Reservation" Patients can check availability and make reservations or provisional reservations from LINE, and calendar settings can be customized to suit the hospital. This prevents the loss of reservations outside consultation hours, and automatic replies outside reception hours lead to a reduction in the workload of reception staff while eliminating stress on the patient side. It also flexibly supports integration with existing reservation systems and time settings for each consultation menu. ② Segment Delivery (Message by Attribute) Optimal messages can be delivered to target patients according to conditions such as the date of their last visit, treatment details, and age. For example, by sending regular checkup notices only to "patients who have passed half a year since their last checkup," it efficiently promotes return visits while reducing unnecessary deliveries. It realizes significant cost reductions and a high response rate compared to conventional postcard direct mail (DM). ③ Automatic Reminder Notification By sending an automatic notification on LINE the day before a reservation, it prevents no-shows due to "forgetfulness" and forgetting to bring a monthly insurance card (My Number card). In addition, conventional manual work such as telephone confirmation is no longer required, leading to a reduction in the burden on staff. ④ Custom Rich Menu It is also possible to divide the rich menu between patients who have already been treated (members) and those who have not yet been treated (non-members). Consultation hours, access, reservations, frequently asked questions, etc. are consolidated at the bottom of the LINE chat screen. Existing patients can quickly access the information they need, leading to a reduction in telephone inquiries and the promotion of self-resolution. For those who have not yet been treated but are considering a visit, the strengths and consultation details of the clinic are conveyed in an easy-to-understand manner, contributing to the acquisition of new patients. ⑤ Digital Membership Card (Patient Registration Card) Patient registration cards are also completed within LINE. If you have a smartphone, a physical patient registration card is unnecessary. Reception processes can be greatly simplified with QR code reception and automatic check-in. In addition, reservations, accounting, medical questionnaires, etc. can be linked, enabling centralization of operations. It also helps prevent patients from forgetting their registration cards. LINE reservations and automatic reminders suppress no-shows without notice, leading to stable hospital visits. In addition, segment delivery increases the recall rate while reducing costs such as postcard DM. Furthermore, reducing telephone inquiries lightens the workload of staff, simultaneously achieving improved patient convenience and satisfaction. This package functions not merely as a business efficiency tool but as a "communication platform that strengthens relationships with patients." By creating continuous touchpoints, it increases patient satisfaction and visit frequency, promoting long-term "fan creation." As a result, it achieves differentiation from competing clinics and contributes to building a stable foundation for clinic management. ■ What is L Communication? L Communication is a semi-customized service that allows for additional functions and customization on top of the standard basic functions, and can be further combined with operational support services. ■ About CONNEXT Co., Ltd. CONNEXT develops its business centering on system development, project management, and human resources consulting, under the philosophy of connecting "people and people," "companies and companies," "technology and technology," and "countries and countries" to become a bridge to the next generation. CONNEXT Co., Ltd. Location: Chiyoda-ku, Tokyo (Akihabara Office) Representative: Toshiaki Kano, President and CEO Business content: IT system development, software sales agency PR/Advertising agency Accompaniment-type support for small and medium-sized enterprises (subsidy support, recruitment support, IT introduction support, DX support) URL: https://connext.co.jp ________________________________________ ■ Inquiries regarding this matter CONNEXT Co., Ltd. Contact: Public Relations Office, Sachi Kawai E-mail: pr@connext.co.jp TEL: 03-5829-6398