Sectors
Healthcare
The patient experience begins before the appointment. How the first contacts are managed — the initial call, the WhatsApp message, the reception upon arrival — directly influences whether the patient proceeds with care or looks for another option.
The patient journey as an opportunity
In healthcare, the patient experience is built in a sequence of moments that begins long before the professional enters the scene. The first contact — whether by phone, WhatsApp or in person — defines whether the patient feels welcomed and well-served, or decides to look for another option.
This pre-appointment journey is especially critical because it occurs in a context of high emotional sensitivity. The patient is already concerned about their health. Poor appointment management, an uncommunicated wait, a cold reception or a delayed WhatsApp response not only generate dissatisfaction: they can result in a lost appointment and a negative review.
Most healthcare experience problems do not occur during the appointment itself, but in the moments before and after: agenda management, phone service, physical reception, quote follow-up and post-appointment communication. These are the links that most frequently fail and are least measured.
Frequent challenges
Patients who call, write via WhatsApp or complete a form and do not receive a timely or quality response. The appointment is lost before it is scheduled.
Excessive wait times, double bookings, cancellations without communication and difficulty obtaining an appointment within the timeframe the patient needs.
Quotes are not followed up. Patients who inquired and did not confirm receive no follow-up. Care opportunities are lost due to lack of process.
When the organization has multiple locations, service quality varies significantly between centers without management having objective information about those differences.
Reception is the first in-person touchpoint and its impact on patient perception is disproportionately high. A cold, slow or disorganized reception conditions the entire subsequent experience.
What we evaluate
Response time, service quality, information clarity and follow-up after the initial inquiry.
Availability, greeting quality, call handling, information provided and ability to generate trust in first contact.
Scheduling process efficiency, availability of options, offered timeframes and overall appointment-obtaining experience.
Quality of first in-person contact: greeting, wait, administrative handling, time communication and general staff attitude.
To what extent the team actively follows up with patients who inquired about prices or requested quotes and did not confirm.
Evaluation of the complete journey from first contact to visit end, with focus on the moments with greatest impact on overall perception.
Applicable solutions
An evaluator presents as a real patient and goes through the complete process from first contact to reception experience, without identifying themselves. Allows observing the operation under normal conditions.
Structured evaluations covering all contact channels: WhatsApp, phone, digital forms and in-person service, with comparable criteria between centers.
Qualitative research with patients to understand their expectations, the moments that most impact their experience and what factors influence choice and loyalty.
Design of service criteria for each channel and stage of the patient journey, so all centers operate under the same experience parameters.
How many appointments are lost before reaching the professional?
An independent evaluation of first contact channels identifies where losses occur and what specific changes can improve conversion.
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