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Approach

We see your practice the way a patient does

We come in as researchers. We follow the path a patient takes to reach a paid treatment, then map what happens behind each step, so you can see the whole system at once.

How we evaluate the patient experience

Ethnographic research: watching and listening to how the journey actually works, not how it’s meant to.

A patient interview over a video call, with notes on the desk
Optional patient conversations happen over video, with consent.

  1. We walk the journey as a patient

    Test inquiries by web form, phone, text and social messages, at different times of day, through to booking.

  2. We listen to patients, when agreed

    Optional, consented conversations with 2 to 3 patients your team invites, including someone who didn’t go ahead.

  3. We sit with your team

    Short conversations with your front desk and coordinator, and a screen share of how inquiries are handled day to day.

  4. We read the paper trail

    Blank forms, scripts, reminder messages, and the stage counts you already track.

Your service blueprint

One map of every step a patient takes, what they see, and what your team and tools do behind it. Where the lanes don’t connect is usually where patients drop off.

Service blueprint · Example practiceIllustrative
InquiryResponseBookingConsultFollow upFinancingIntake and consentPaid treatment
Patient actionsSends a DM at 9 PMWaits for a replyPicks a timeMeets the doctorThinks it overLooks at paymentFills in formsHas the treatment
What the patient seesWebsite and InstagramAuto replyBooking link or a callTreatment planOne voicemailFinancing formIntake packetDay of care
Line of visibility
What your team doesInbox checked next morningFront desk calls backCoordinator schedulesDoctor presents the priceNo one owns follow upCoordinator sends a linkStaff chase formsClinical team
Tools behind itWeb form and social inboxPhone systemScheduling softwareTreatment plan documentSpreadsheetFinancing portalPDF formsPractice management software
Where the handoff breaks

Through the patient’s eyes

  • Start from what the patient is trying to do.Get an answer, pick a time, decide, pay.
  • Judge each step by how easy the next one is.Every pause is a chance to drop off.
  • Fix the handoffs, not just the people.Most leaks sit between roles and tools.

How far we go is up to you

Three separate packages. Whether we also put the fixes in place depends on the one you choose.

  1. 1

    Digital First Impression Check

    Covers what someone finds online: website, mobile, service information and the appointment request.

    A concise assessment with three to five prioritized observations.

  2. 2

    New Patient Experience Audit

    Covers the whole first time experience: online, inquiry, scheduling and first visit preparation.

    A journey map, evidence, prioritized recommendations and a review session.

  3. 3

    Experience Improvement Sprint

    Optional. Focused design help with the problems your audit found.

    Better pages, forms and messages, made in the tools you already use.

Book a free intro callSee the packages and prices