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Process

Our process

A process that builds a system.

An exceptional experience doesn’t come from isolated gestures, but from a process thought through from start to finish, with the patient at the centre of every decision. At the end, your team has a system the team can carry forward - and we stay by your side for as long as you need.

Stage 1 of 5

Understand

We start from what your patients actually experience.

Step 1 of 2 · Audit & research

Before you change anything, you need to understand.

We don’t start with “what needs to change?”, but with “what is the patient actually experiencing?”. We assess every touchpoint - from online right through to the emotional experience in the treatment room - through an internal audit, mystery-client visits and interviews with patients, the team and management.

What you get: an audit report with a score for each touchpoint, the friction points that affect the patient’s decision, and your first priorities.

Step 2 of 2 · Patient types

You can’t design an experience without knowing who it’s for.

Patients aren’t a single group. We identify patient types (personas) - representative portraits that capture the motivations, fears, behaviours and needs of each segment - based on the clinic’s data and on interviews.

What you get: your patient types, with the needs, barriers and moments where each one needs something different.

Stage 2 of 5

Design

We turn what we learned into the experience you want.

Step 1 of 2 · Customer journey

Where does the patient live the experience?

We map the customer journey across three broad stages - before, during and after the visit - and identify the moments where trust is won or lost: first contact, confirmation, the welcome, the consultation, the treatment proposal, the follow-up.

What you get: the journey map, with the friction points and “wow” opportunities for each key moment.

Step 2 of 2 · Standards

From insight to behaviour.

We turn insights into concrete behaviours, procedures and standards for every moment - for both the front desk and the medical team. Not “let’s be friendlier”, but exactly what we say, when and why.

What you get: the CX Guideline Book - experience standards, scenarios, message templates and the written communication guide.

Stage 3 of 5

Implement

Change shows only when people start working differently.

Training / Procedures

Experience doesn’t get implemented in a PowerPoint.

We work with a pilot team, run training on communication, active listening and service recovery, and support the team until the new standards become routine.

What you get: training for the medical team and front desk, written procedures and an onboarding plan for new colleagues.

Stage 4 of 5

Measure

The patient’s voice, round after round.

Scores / Interviews

Without measurement, experience is just an opinion.

We collect feedback in rounds: NPS (how likely patients are to recommend you), satisfaction (CSAT), treatment plan clarity, perceived value - complemented by interviews we run ourselves, as a neutral third party, because patients often tell someone outside the clinic more.

What you get: regular reports showing how scores evolve, the voice of your patients and recommendations for the next round.

Stage 5 of 5

Adjust

The cycle starts again, at your pace.

Once / Long term

The journey doesn’t end with implementation.

Measurement confirms or corrects the direction, and the cycle starts again. You choose the pace: we teach your team to analyse the data and refine the experience on your own, or we stay alongside you in a long-term partnership, with measurement, training for new colleagues and regular adjustments.

What you get: a plan for the next cycle and, if you wish, a partner who stays by your side. About the long-term partnership.

The core principle

Customer experience isn’t the sum of nice gestures. It’s the result of a system.

And the system is built through a process: each step builds on the results of the one before.

FAQ

About the process

Do we have to go through every stage?

Not necessarily. Many clinics start with an audit, which shows clearly where the first effort is worth investing. The stages can be contracted separately, but they work best together.

How much time does our team need to set aside?

A little during the audit (a few interviews and access to information), more during training. We plan everything around your schedule, without affecting patients.

Who conducts the patient interviews?

We do. The distance of a third party makes feedback more honest: in a medical setting, patients may have reasons to protect their relationship with the doctor and don’t always say directly everything they feel.

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