Patient Access and Experience Optimization
Redesign of the patient journey, reduction of no-shows, remote follow-up and improved experience across clinics, practices, medical centers and specialty centers.
Sub-services in this area
5 sub-servicesPatient Access and Experience Optimization
For practices and clinics facing complaints about wait times, scheduling and lack of follow-up.
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
Design of Operational Protocols for Remote Patient Monitoring
For clinics and telemedicine platforms offering remote follow-up of chronic patients.
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.
Patient Experience Assessment at Medical Centers
For clinics that want to objectively measure the real patient experience.
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.
Design of Patient Satisfaction Metrics
For clinics that want to systematically measure satisfaction and use it to improve.
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%
Support Workflows for Specialized Medical Centers
For dentistry, aesthetics, ophthalmology and dermatology with staged treatments.
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.