PATIENT EXPERIENCE INSIGHTS
Perspectives on patient experience, operations, and healthcare leadership
Practical thinking from HMCG on building practices where every touchpoint matters — from the front desk to the long-term relationship.
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Access Is Experience, Long Before the Visit Begins
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Nine Pillars
Pillar 2
Access Is Experience, Long Before the Visit Begins
Patients don't separate access from experience. To them, how easy it is to reach your practice is part of the care you provide. The Inquiry & Scheduling touchpoint is where the patient experience is either accelerated or lost entirely.
Nine Pillars
April 7, 2026
The First Moment That Matters Happens Before the Patient Arrives
Patients don't separate access from experience. To them, how easy it is to reach your practice is part of the care you provide. The Inquiry & Scheduling touchpoint is where the patient experience is either accelerated or lost entirely.
Nine Pillars
March 30, 2026
The Nine Pillars of Patient Experience
Patients don't separate access from experience. To them, how easy it is to reach your practice is part of the care you provide. The Inquiry & Scheduling touchpoint is where the patient experience is either accelerated or lost entirely.
Nine Pillars
April 7, 2026
The First Moment That Matters Happens Before the Patient Arrives
Patients don't separate access from experience. To them, how easy it is to reach your practice is part of the care you provide. The Inquiry & Scheduling touchpoint is where the patient experience is either accelerated or lost entirely.
Access Is Experience, Long Before the Visit Begins
Go Back Patients don’t separate access from experience. To them, how easy it is to reach your practice is part...
Read More →
The First Moment That Matters Happens Before the Patient Arrives
Go Back The First Moment That Matters Happens Before the Patient Arrives Patients decide how they feel about your practice...
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The Nine Pillars of Patient Experience
Go Back Healthcare organizations often believe patient experience is shaped by moments, such as an interaction with a nurse, a...
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ine Pillars
April 7, 2026