Patient Experience

patient experience

7 Steps to Building a Strategic Patient Experience and Feedback Program

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At Points Group, we understand that a patient’s experience is one of the most important factors in your practice’s success.

Our patient experience plan includes:

  • Patient experience strategy and plan development
  • Patient experience audits, including secret shoppers
  • Customer service and empathy training for medical office staff
  • Process and operation improvements
  • Call center implementation and optimization
  • Appointment scheduling optimization
  • Patient conversion optimization

Patient Experience Audit

Our audit consists of a carefully crafted process that


  • Secret shopper: We use real-life scenarios (appointment scheduling online and by phone, office visit, billing, complaints) to assess how your staff handles different situations and if your processes are set up to address all your patients’ needs
  • Call analysis: We review recorded calls for training and process improvement opportunities
  • Survey analysis: We create and distribute patient satisfaction surveys (or review existing surveys) to identify patterns and opportunities for improvement

Customer Service Training

We provide standardized instruction, new employee training, and customizations specific to your practice.

It takes 12 positive service experiences to make up for 1 negative experience.

Your employees will learn:

  • How to properly represent the practice
  • How to work as a cohesive team
  • Verbal and non-verbal communication skills
  • Conflict resolution and handling distressed patients
  • Body language and how to behave in a practice setting

Process and

Operation Improvements

You will re-engineer your operational processes to deliver the best possible patient experience. We will also help you develop the right structure in order to provide an efficient and effective patient experience.


Appointment Scheduling


We will help assess and provide a strategy to create or improve:

Patient Experience Audit

A marketing agency will get you more calls and leads, but it’s up to you and your staff to turn them into patients. Points Group can help. With our training, your staff will be able to convert calls and emails into new patients through improved call handling, benefit navigation and consistent communication.

Strategic Steps to Perfecting Patient Experience

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Points Group, LLC

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014