Patient Journey Design
Build a clinic experience patients remember and recommend.
Mapping and optimising the full patient experience from first contact to discharge and beyond. Build a clinic experience that patients remember and recommend.
Next Course
For:
Clinic Owner
Owners who want to design a patient experience that generates loyalty, referrals, and five-star reviews — and embed that experience consistently.
Clinic Manager
Managers responsible for day-to-day operations who want to take ownership of the patient experience and implement standards.
The Opportunity
Most clinics have never mapped their patient journey
Without a clear picture of every touchpoint a patient experiences, it's impossible to identify friction, drop-off, or moments that could create lasting loyalty.
Patient experience is now a competitive differentiator
Clinical outcomes are increasingly similar across clinics. The experience — booking ease, communication quality, and the feeling of being cared for — is what patients remember.
Retention is cheaper than acquisition
Winning a new patient costs significantly more than retaining an existing one. Designed journeys that keep patients engaged represent the highest-return investment a clinic can make.
3-Day Course Overview
- ·The full patient lifecycle — from search to discharge
- ·Identifying all touchpoints & channels
- ·Running a journey audit in your own clinic
- ·Where patients drop off and why
Deliverable: Complete patient journey map for your clinic
- ·The moments that make or break the experience
- ·Rewriting your booking & intake process
- ·Communication standards at each stage
- ·Front-desk and therapist experience design
Deliverable: Touchpoint redesign plan for 3 key moments
- ·Training your team on the designed journey
- ·Creating experience standards & checklists
- ·Measuring patient experience (NPS, surveys)
- ·Building a continuous improvement rhythm
Deliverable: Patient experience standard & feedback system