Patient Access and Experience Optimization

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Sub-services in this area

5 sub-services

1.1

Patient Access and Experience Optimization

For practices and clinics facing complaints about wait times, scheduling and lack of follow-up.

8 to 12 weeks

What's included

Specific analysis of friction points in the patient journey.
Root-cause identification of the most frequent complaints and delays.
Review of the scheduling system and assessment of real availability.
Measurement of response times per channel: WhatsApp, phone, email, in person.
Redesign and reorganization of communication channels with clear criteria.
Design of post-appointment and post-study follow-up processes.
Team training on the new criteria and channels.

What we deliver

Patient journey map with prioritized friction points.
Redesigned contact and follow-up channel processes.
Response criteria manual for the team.
Documented reduction in no-shows, response times and complaints within 60 to 90 days.

Expected results

No-show reduction

15 to 30%

Response times

−50 to −60%

Repeat complaints

−30 to −50%

Patient satisfaction

+10 to +25 pts

What's not included: day-to-day operation of communication channels or direct response to patient inquiries. Nor the definition of clinical criteria for which inquiries can be resolved through digital channels.

Duration: 8 to 12 weeks · Investment: quoted based on size and complexity

1.2

Design of Operational Protocols for Remote Patient Monitoring

For clinics and telemedicine platforms offering remote follow-up of chronic patients.

6 to 10 weeks

What's included

Assessment of the current process or the expected scope of the program.
Design of the operational protocol: contact frequency, indicators, alert criteria.
Definition of communication channels with the patient.
Design of the patient onboarding process for the program.
Design of the escalation process based on the medical team's clinical criteria.
Record and follow-up templates per case.

What we deliver

Documented remote monitoring operational protocol.
Onboarding materials for the patient.
Record and follow-up templates.
Defined operational escalation process.

Expected results

Greater patient adherence to the follow-up program, early detection of complications, reduced readmissions due to loss of control, improved post-appointment experience.

What's not included: technical implementation of wearable monitoring devices or development of vital-sign data capture platforms. Defining what constitutes a clinical alert is the medical team's responsibility.

Duration: 6 to 10 weeks · Investment: quoted based on program scope

1.3

Patient Experience Assessment at Medical Centers

For clinics that want to objectively measure the real patient experience.

4 to 6 weeks

What's included

Definition of the critical touchpoints in the patient journey.
Design of the assessment methodology: observation, anonymous evaluation, interviews.
Assessment of digital, phone and in-person touchpoints.
Documentation with observed evidence and comparison against standards.
Identification of gaps between stated and actual experience.
Prioritization of improvement opportunities by impact and effort.

What we deliver

Detailed assessment report with observed evidence.
Patient experience map with critical points identified.
Prioritized improvement recommendations.
Presentation meeting with the leadership team.

Expected results

Concrete, objective visibility into the real patient experience, identification of gaps invisible to the internal team, solid basis for prioritizing investments in experience improvement.

What's not included: implementation of the identified improvements — this is a diagnostic and evaluative service; implementation is contracted separately (typically 1.1).

Duration: 4 to 6 weeks · Investment: quoted based on touchpoints and locations

1.4

Design of Patient Satisfaction Metrics

For clinics that want to systematically measure satisfaction and use it to improve.

4 to 6 weeks

What's included

Definition of key moments to measure satisfaction.
Design of short surveys using NPS and CSAT methodology.
Definition of delivery channels: WhatsApp, email, web form, in person.
Design of the response collection and consolidation process.
Design of monthly satisfaction reports per service.
Definition of the process for resolving identified complaints.

What we deliver

Documented satisfaction measurement system.
Ready-to-use surveys on the defined channels.
Monthly report templates.
Complaint resolution process manual.

Expected results

Survey response rate

15 to 30%

Issue detection

Weekly

Unresolved complaints

−40 to −60%

Duration: 4 to 6 weeks · Investment: quoted based on measurement points

1.5

Support Workflows for Specialized Medical Centers

For dentistry, aesthetics, ophthalmology and dermatology with staged treatments.

6 to 10 weeks

What's included

Analysis of the current patient journey in the specialty.
Identification of frequent questions by treatment stage.
Design of support workflows per stage: consultation, quote, treatment, follow-up.
Design of educational materials by procedure type.
Definition of support channels and target response times.
Training of administrative and support staff.

What we deliver

Patient journey map by specialty.
Operational support manual by treatment stage.
Response templates for frequent inquiries.
Educational materials by procedure type.

Expected results

Higher conversion from quotes to treatments, improved patient experience, increased spontaneous referrals, reduced post-procedure complaints.

Duration: 6 to 10 weeks · Investment: quoted based on procedures and volume

Need to combine more than one service?

Our services can be hired independently or combined. Tell us about your case in a free initial conversation.