How a concierge medicine practice stopped losing leads from Instagram

The problem

A concierge medicine practice serving high-net-worth patients had steady inbound from Instagram, events, and referrals. But the follow-through was breaking. Leads were slipping. The peptide program was growing but every patient message was drafted by hand. The practice had a clear brand: bespoke, warm, not spammy. HIPAA compliance was not optional. The challenge was fixing the leakage without losing any of that.

What we built

• The practice got a complete picture of where patients were falling through the cracks. Twelve-plus interviews across front desk, nurses, the lead physician, and the brand lead. Every form, inbox, and DM flow was documented.
• Every leakage point became visible in one week. The blueprint showed which leads hit which form, which form hit which inbox, who responds, and where the ball gets dropped. Before AI, that map took consultants weeks to build.
• Instagram inquiries get a brand-voice reply within 90 seconds. The AI reads each DM, figures out what the person actually wants, and routes it to the right team member. A form can't handle "hey saw your reel about NAD+ thinking about it." AI can.
• Every peptide patient gets a message written for their specific protocol. The model reads each patient's plan and last interaction, then drafts the next communication: refill reminder, side-effect check-in, or dose question. Templates don't work here. Every patient is different.
• The team funded the two workflows most likely to recover revenue first. The original request covered 9 workflows. Analysis showed 2 of them caused about 70 percent of the leakage. Phase I focused there.

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