About HMCG, Healthcare Patient Experience Consulting Patient experience is personal. So is the work we do.
HMCG is a healthcare consulting firm built on the belief that remarkable healthcare experiences don’t happen by accident — they happen by design. Meet the person behind that mission.
WHO WE ARE
A healthcare consulting firm built on the belief that patient experience is your most underleveraged growth asset - one that can be measured, improved, and sustained.
HMCG was founded on a conviction forged across years of working inside healthcare organizations at every level — that the gap between good care and great patient experience is almost always a systems and culture problem, not a clinical one.
We partner with healthcare organizations to redesign the systems, workflows, and cultures that shape how patients experience their care — from the very first moment of contact to the long-term relationship that defines loyalty and referrals.
We don’t just consult. We partner. Every engagement is built on deep understanding of your practice’s unique context, challenges, and goals — and every recommendation is practical, measurable, and designed to last.
Proprietary Nine Pillars Framework
A structured methodology covering every stage of the patient journey — identifying exactly where trust is built and where it’s lost.
Frontline Operational Expertise
We’ve held the roles our clients hold — COO, CAO, Director of Operations — across private practices, multi-site networks, and surgery centers.
Culture of Care — Built In
Accountability, compassion, empathy, and collaboration aren’t values we talk about — they’re how we engage with every client, every time.
Measurable Results
From improved patient satisfaction scores to increased referrals and revenue — we measure success the way our clients do.
Why many practices struggle with patient experience - and how we fix it.
01
Touchpoints are managed in isolation
Most practices handle scheduling, front desk, clinical encounters, and billing as separate functions — with no unified framework connecting the patient’s experience across all of them.
02
The problem is operational, not clinical
Patients don’t leave because the care was poor. They leave because they couldn’t reach you, weren’t greeted warmly, or received a confusing bill. These are solvable operational problems.
03
Culture doesn't happen by default
A culture of accountability, empathy, and excellence is built intentionally — through leadership development, process design, and team training that reinforces the right behaviors at every level.
04
Patient experience is a growth strategy
Practices that invest in patient experience retain patients longer, generate more referrals, and build the kind of reputation that drives sustainable, compounding growth.
OUR FRAMEWORK
The Nine Pillars of Patient Experience — built from the inside out.
The Nine Pillars framework didn’t come from a textbook. It came from years of working inside healthcare practices — watching where patient trust was earned and where it was quietly eroded, touchpoint by touchpoint.
It maps the complete patient journey across 8 Critical Touchpoints and one long-term outcome — giving practices a clear picture of exactly where their experience is strong and where it’s breaking down.
It’s the foundation of everything HMCG delivers. And it’s what makes our audits, coaching, and training programs uniquely effective — because they’re built around a framework designed specifically for healthcare practice operations.
Initial Exposure
Inquiry & Scheduling
Pre-Visit Communication
Arrival & Check-In
Clinical Encounter
Checkout & Exit
Post-Visit Communication
Billing
Pillar 9: Long-Term Relationship — the outcome of everything
“A remarkable patient experience doesn't happen by accident — it happens by design.”
— The founding principle of HMCG and the Nine Pillars Framework
Meet the Founder
HMCG was founded by Melissa Gilkes-Smith, DHA(c), who brings 18 years of healthcare operations leadership to every engagement. She has led operations across private practices, multi-site networks and surgery centers, so she understands the pressures your team faces from the inside.
Her doctoral research on what patients say in online reviews shapes how HMCG measures and improves patient experience.
How We Help
- Nine Pillars Patient Experience Audit: a full evaluation of every touchpoint, with a prioritized action plan.
- Fractional COO Advisory: executive-level operations guidance without a full-time hire.
- Leadership Coaching: one-on-one coaching for practice managers and healthcare leaders.
- Team & Group Training: training that helps every role own the touchpoints they influence.
- Practice Leadership Placement: recruitment of practice managers and operations leaders, plus a 90-day Accelerator for your new hire.
Where We Work
HMCG is based in Springfield, Virginia. We work on-site with practices throughout Northern Virginia, Washington, DC and Maryland, travel to clients across the United States, and deliver many engagements remotely.
Let's talk about your practice
A 30-minute conversation could be the start of something remarkable.