PATIENT EXPERIENCE INSIGHTS

Perspectives on patient experience, healthcare operations, and leadership

Patient experience insights and practical thinking from HMCG on building practices where every touchpoint matters — from initial exposure to the long-term relationship.

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How to Hire a Practice Manager and What to Look For

How to Hire a Practice Manager and What to Look For

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A physician and healthcare leader listen as a practice manager candidate speaks during an interview, with notes, a tablet, and workflow diagrams on the table.

How to Hire a Practice Manager and What to Look For

From Touchpoints to Action: How to Build a Patient Experience Improvement Plan

Advancing With Intention: Career Direction, Brand, and Visibility

How to Nurture the Long-Term Patient-Provider Relationship: The Outcome You Keep Earning

Coaching for Practice Managers

How to Improve Billing: The Touchpoint That Can Protect, or Damage, Trust

Becoming a Financial Partner, Not a Financial Passenger

How to Improve Post-Visit Communication: The Touchpoint That Keeps the Relationship Moving

Communicating With the Clarity Your Role Demands

How to Improve Checkout & Exit: The Handoff That Determines What Happens Next

Thinking Beyond the Week: Strategic Planning for Healthcare Practice Leaders

How to Improve the Clinical Encounter: The Touchpoint Where Trust Is Defined

Developing Deliberately: The Personal Work of Leadership Growth

How to Improve Arrival & Check-In: The First In-Person Test of the Patient Experience

Running the Practice Instead of Letting the Practice Run You

How to Improve Pre-Visit Communication: The Touchpoint That Reduces Anxiety Before Patients Arrive

From Managing Tasks to Leading People

How to Improve Inquiry & Scheduling (Pillar 2)

Two hikers at sunset, one helping the other up a mountain ridge

The Focused Leader: Building the Healthcare Leaders’ Practices Actually Need

Smartphone showing a map pin, star ratings and reviews for a medical practice

The 8-Second Decision: How Patients Judge Your Medical Practice Online (and 7 Steps to Improve Initial Exposure)

How patient experience becomes a long-term relationship

What happens after the visit is what patients remember

The handoff that determines what happens next

Where care is delivered and trust is defined

The first in-person experience: where perception becomes reality

Before the visit begins: how communication shapes the entire experience

Diverse patient personas

Identify Your Target Audience: How to Create Personas that Drive Healthcare Success

Access Is Experience, Long Before the Visit Begins

The First Moment That Matters Happens Before the Patient Arrives

The Nine Pillars of Patient Experience

Smiling front desk staff member in scrubs at a medical office reception desk

The First Five Minutes: Why the Front Desk Sets the Tone for the Entire Patient Experience

Artificial Intelligence in Healthcare

The Positive and Negative Impacts of Implementing AI in Healthcare Practices, And What It Means for the Patient Experience

Office phone handset and headset resting on a desk

The Revenue Impact of Response Time

Doctor listening attentively to a patient during a consultation to improve patient experience and communication.

Listen First. Treat Second.

Person adding a thank-you sticky note to a wall of colorful notes

Celebrating the People Behind Patient Success

Coffee cup beside a note that reads Gratitude changes everything

How Gratitude Strengthens Patient Relationships

Handwritten Thank you with a feather on a blue background

The Power of “Thank You”: How Gratitude Strengthens Leadership in Healthcare

Patient Experience is the missing piece of Patient Satisfaction

Patient Experience vs. Patient Satisfaction: Why the Difference Matters in Healthcare

Hand stacking wooden blocks with heart, gear, team and mind icons

Building a Culture of Care in Healthcare Operations

Patient Experience: The New Standard in Healthcare

Why Patient Experience is the New Competitive Advantage in Healthcare

Pillar 9: Building a Long-Term Relationship – Turning Patients into Advocates

Pillar 8: Post-Visit Follow-Up – Extending Care Beyond the Office

Pillar 7: Post-Visit Billing – Simplifying the Financial Journey

Pillar 6: Checkout and Exit – Ending the Visit on a High Note

Pillar 5: The Clinical Encounter – Delivering Trust, Care, and Expertise

Pillar 4: Arrival and Check-In – The First In-Person Touchpoint

Pillar 3: Pre-Visit Communication – Setting the Tone for a Seamless Patient Experience

Pillar 2: Inquiry and Scheduling – Streamlining the First Patient Interaction

Smartphone showing a map pin, star ratings and reviews for a medical practice

Pillar 1: Initial Exposure – Making a Powerful First Impression

Why Auditing These 9 Patient Touchpoints Is Critical for Healthcare Practice Success

Elevating Patient Experience: The Vital Role of Customer Service in Healthcare

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