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Patient experience consultancy

Patient experience is no accident.

It’s built with intent: from the first phone call to what happens after the patient leaves the clinic. We help you design it, turn it into everyday team habits and see what it brings to your clinic - patients who say “yes” to the treatment plan, come back and recommend you.

Let’s talk See the case study
Specialised in private medical clinics: dentistry, medicine, rehabilitation, aestheticsIași · Bucharest · Cluj-Napoca · Brașov · Timișoara - or anywhere else in Romania or Europe
The patient journey
Beforefirst contact, booking, confirmation
Duringwelcome, consultation, the treatment plan
Afterfollow-up, return visits, referral
Every moment can win - or lose - the patient’s trust.

They’ve worked with

D'InstituteDr. GrigAlchimeiaZori
Why it matters

Patients don’t only remember the treatment. They remember how they felt.

Two patients can receive exactly the same treatment, from the same doctor. One leaves saying “it was OK”. The other tells their friends “you have to go there”. The difference isn’t in the medical care, but in everything around it: how you’re welcomed, how clearly you understand what comes next, how safe you feel.

Diana Frîncu adding notes next to an empathy map

Treatment plans are harder to accept than they should be

The patient understands the plan but doesn’t commit to it. It feels like “selling”, not like a decision made together with the doctor - and they leave “to think about it”.

Great moments don’t repeat themselves

Your clinic may already have excellent moments, but not every patient experiences them on every visit, with every doctor. Without shared standards, what goes well stays down to individual people rather than becoming a habit of the team.

Referrals and reviews don’t grow on their own

A satisfied patient doesn’t necessarily write a review or recommend you. They do when something stayed with them - and those moments can be designed in advance.

What it means in money

Patient experience shows up in your clinic’s numbers.

It isn’t an image cost. When a patient feels heard and understands what comes next, they say “yes” to the treatment plan more easily, come back and bring their family. Here’s where the difference shows.

More accepted plansFewer patients who leave the consultation “to think about it”.
Patients who come backFor the next stages of treatment, for check-ups, for other specialties.
More referralsNew patients brought in by happy ones, with no marketing cost.
Less resistance to priceWhen the value of the treatment is clear, the conversation is no longer just about cost.
A team that staysLess stress and fewer people leaving means less time and money lost on recruitment.
61%
of healthcare consumers would pay more for a premium experience - without the treatment itself changing.
Qualtrics XM Institute, 2025 (10,000 US consumers)
+5%customers retained+95%profit, at best
A small rise in retention can have a huge effect: between +25% and +95% profit, depending on the industry.
Frederick Reichheld, Bain & Company
16%more is what consumers would pay for a great experience32%walk away after a single bad experience - even from a brand they prefer
PwC, “Experience is everything”, 2018 (consumers in 12 countries)
5–25×
more expensive to win a new customer than to keep an existing one - depending on the industry and the study.
Amy Gallo, Harvard Business Review, 2014

Run your own numbers

Enter your numbers below. We’ll show you what it would mean over a year if just a few more patients accepted the treatment plan after the consultation.

Not sure what increase is realistic for you? That’s normal - it’s exactly what we work out together in the audit. Until then, here are three scenarios.

Over a year, if your acceptance rate rises by
+3%from 60% to 63%

14 more patients

€11,520 more revenue

+5%from 60% to 65%

24 more patients

€19,200 more revenue

+10%from 60% to 70%

48 more patients

€38,400 more revenue

A simple estimate, calculated in your browser - we don’t save or send anything. It doesn’t include returning patients or referrals. It isn’t a promise: that’s exactly why we measure, at every stage.
Case study · D'Institute

From an audit score of 70 to an NPS of 100, in 12 months.

A premium dental clinic in Cluj-Napoca, with excellent doctors and top-tier technology. The starting point wasn’t what the clinic offered, but how consistently that reached every patient. We began with a simple question: “What is our patient actually experiencing?”

  • Audit across 17 touchpoints, 94 psychological elements analysed, 3 mystery-client visits
  • 4 patient types and a journey with 11 key moments
  • Standards for reception and the medical team, communication and active-listening training, and a communication guide
Read the case study
From the first to the latest round
NPS after the first visit71→100
71100
Overall satisfaction79%→89%
79%89%
Perceived value for money85%→100%
85%100%
Personalised solutions86%→100%
86%100%
Treatment plan clarity93%→94%
93%94%
The Fler process

A system, not a collection of nice gestures.

We build it through a five-stage process, where each stage builds on the results of the one before. The result is a system your team can carry forward - and we stay by your side for as long as you need.

01
UnderstandAudit, interviews with patients and the team, patient types
02
DesignThe patient journey and the standards for each moment
03
ImplementTraining, guides and procedures, alongside your team
04
MeasureScores and interviews, in successive rounds
05
AdjustBased on the data - once, or in an ongoing partnership
See the full process and what you get at each stage
Services

Where would you like to start?

Some clinics want to change the whole patient journey. Others need to fix a single moment - for example, how the treatment plan is presented. We can start with a single service or go through the whole process together, and then stay alongside you for the long term.

CX audit

We see your clinic through the patient’s eyes, step by step, with mystery-client visits and interviews.

Details

Patient types & journey

Who your patients are, what motivates them, what worries them and where trust is won or lost.

Details

Standards & guides

Clear behaviours for reception and the medical team, for every moment of the journey.

Details

Training & implementation

Change only shows once people start working differently. We stay alongside you until they become repeatable behaviours.

Details

Patient feedback

We find out what patients are saying - through surveys and interviews - and turn their answers into clear priorities for the team.

Details

Team experience

You can’t expect a consistent patient experience from a team that doesn’t have a consistent system.

Details

Long-term partnership

Measurement in rounds, training for new colleagues and regular adjustments. For clinics that want the experience to grow as they do.

How it works
The Fler philosophy

We don’t stop at “satisfied”. We look for the “wow” moments.

The name fler brings together feeling and refinement. We believe exceptional experiences start from a deep understanding of people: we explore patients’ emotions to uncover their real needs, then turn them into concrete solutions.

“There are three reactions to an experience: yes, no and WOW. We always aim for WOW.”

- adapted from Milton Glaser

About Diana and Fler
Diana Frîncu, founder of Fler Experience
Diana FrîncuFounder of Fler · Psychologist · CX Consultant
Resources

Ideas you can put to work tomorrow.

All resources
Practical guide

Presenting the treatment plan: the moment you win or lose the patient

Why patients understand their treatment plan but don't accept it, and how to turn the presentation into a decision made together.

Read · 3 min read ArticleFoundations

Patient experience is not the same as patient satisfaction

Satisfaction shows whether expectations were met. Experience describes everything the patient went through. Why the difference matters.

Read · 2 min read
FAQ

What clinics ask us before we start

What does “patient experience” actually mean?
Everything a patient goes through in their relationship with the clinic: the first phone call, booking, the welcome, the consultation, how the treatment plan is presented, the treatment itself and what happens afterwards. It includes the medical care but isn’t limited to it. It’s the medical application of Customer Experience (CX).
How does this show up in revenue?
Mainly through treatment plans being accepted more often, patients coming back and referrals. We don’t promise a specific figure, because the result depends on many factors. That’s why we agree from the start what we’ll measure - for example, the number of patients who come through referrals or the number of patients who start treatment after the consultation - and track progress in rounds. You can make an estimate based on your own numbers with the calculator above.
Do you only work with clinics?
Private medical clinics are our specialism: dentistry, medicine, rehabilitation, aesthetics. That’s where our method, case studies and experience are. We also take on selected projects in other industries - see Other industries.
How long does a project take?
It depends on the clinic and where you’re starting from. We can begin with a single stage, such as an audit, or go through the whole process. Many clinics then choose a long-term partnership, with regular measurement and training.
How do you measure results?
We combine scores (NPS, satisfaction, treatment plan clarity, perceived value) with interviews we run ourselves, as a third party, because patients often tell someone outside the clinic more. Where the data exists, we also track business indicators: plan acceptance rate, return visits and where new patients come from.
Do we have to change everything we do now?
No. Most of the time, there are already excellent moments. The goal is to make them consistent, for every patient, and to fix a few key moments, not to reinvent the clinic.
Next step

Start with a 45-minute conversation.

No pitch and no standard deck. You tell us what your patients experience today, and we tell you honestly where we see the biggest opportunities - and whether Fler is the right fit.

Let’s talk
Diana Frîncu, founder of Fler