OUR FRAMEWORK
Nine Pillars of Patient Experience
Patient experience isn’t one moment. It’s a series of moments that matter — that shape how patients feel about your care.
8 patient touchpoints across 3 phases. 1 long-term outcome. Every interaction shapes trust, loyalty, and growth.
Patient Journey
Initial
Exposure
Inquiry &
Scheduling
Pre-Visit
Communication
Arrival &
Check-in
Clinical
Encounter
Checkout & Exit
Post-Visit Communication
Billing
Long-Term
Relationship
A Culture of Care built on:
Accountability
Compassion
Empathy
Collaboration
PHASE 1
Pre-Visit
Pillars 1-3
1
Initial Exposure
First impressions happen before the visit.
Website. Reviews. Referrals. Patients decide how they feel about you before they arrive.
2
Inquiry & Scheduling
Access is experience.
If patients can’t reach you, they won’t choose you.
3
Pre-Visit Communication
Clarity reduces anxiety.
Patients don’t just want reminders — they want to feel prepared.
PHASE 2
Visit
Pillars 4-6
4
Arrival & Check-In
The waiting room is a trust checkpoint.
Silence during delays feels like indifference.
5
Clinical Encounter
Connection matters as much as care.
Patients remember how they felt, not just what was said.
6
Checkout & Exit
Clarity drives follow-through.
PHASE 3
Post-Visit
Pillars 7-9
7
Post-Visit Communication
The experience doesn’t end when they leave.
Follow-up builds trust — or breaks it.
8
Billing
Transparency protects trust.
9
Long -Term Relationship
Retention. Trust. Referrals.
This is the result of everything. When the 8 touchpoints across all three phases are executed with consistency and care, patients don’t just return — they become advocates for your practice.
Consistency Build Trust.
Pre-Visit
Visit
Post-Visit
Long-Term Relationship
• FREE • NO OBLIGATION
Introducing
PX360
The Patient Experience 360° Assessment
9
Pillars assessed
36
Questions total
<5
Minutes to complete
0
Cost or obligation
Scored 0–100 overall with a pillar-by-pillar breakdown
Personalized strengths and priority gaps identified
Actionable recommendations for your lowest-scoring areas
Report sent to you — reference it anytime
FREE ASSESSMENT
How strong is your patient experience?
Take the free 5-minute assessment and find out exactly where your practice stands — and what to do about it.
No account required - instant results
Takes less than 5 minutes
How strong is your patient experience?
A 30-minute conversation could be the start of something remarkable.