Clinics, dental and aesthetics
Do patients feel the care before they feel the treatment?
Patients cannot judge clinical skill, so they judge everything around it: the booking, the waiting room, how they are spoken to, how fees are explained, and the follow-up. We assess the patient experience only, never clinical practice, and grade it against your positioning.
What we examine
| Touchpoint | What we look at |
|---|---|
| Booking | Phone manner, online booking, reminders, how fees are explained in advance |
| Arrival | Reception, waiting time, the waiting room, privacy at the desk |
| Consultation | Introductions, explanation, unhurried time, no pressure to buy |
| Billing | Clarity of fees, insurance handling, how payment is taken |
| Follow-up | After-care instructions, the follow-up call or message |
What you receive
A confidential, graded report: each touchpoint marked Generic, Considered, Distinct or Signature against the class you sell at, five readings across the whole experience, the evidence behind every finding, critical issues flagged at once, and the smallest changes that would lift the experience, in order of priority. The report is yours whether or not you continue.
Confidential. We never publish our clients. Every engagement is confidential, and the credit is always the client's.
See a sample reportQuestions
Do you assess clinical quality?
No. We assess the patient experience around the care: booking, reception, communication, billing and follow-up. Clinical quality is for regulators and clinicians.
How do you protect patient privacy?
We never photograph patients or staff and never record conversations. Visits are arranged so no real patient's care is affected.