- Customer Experience (CX)
- The perception a customer - or a patient - has of a brand or a clinic as a result of any interaction with it. It covers the whole journey, from first contact to after the treatment - not just the medical care.
- Patient experience
- Customer experience applied in a medical setting: what the patient sees, hears, feels and understands before, during and after the visit. It isn’t the same as satisfaction, which only measures whether expectations were met.
- Customer journey (patient journey)
- A map of every step a patient goes through, from looking for a clinic to the follow-up. The key moments are marked on the map, and standards are built for each one.
- Touchpoint
- Any interaction between the patient and the clinic: a call, a WhatsApp message, the website, the front desk, the waiting room, the consultation, the invoice. Every touchpoint can build or erode trust.
- Moment of truth
- A touchpoint with a disproportionate impact on the patient’s decision. For example: presenting the treatment plan, the first minute at the front desk, or how a problem gets solved.
- Persona
- A profile built from real data that describes a type of patient: needs, fears, expectations, how they make decisions. It helps the team adapt its communication, not label people.
- CX audit
- A structured assessment of the current experience at every touchpoint, through observation, mystery-client visits, interviews and data. It gives a measurable starting point for any improvement.
- Mystery client
- Someone who goes through the experience like a real patient - phone call, booking, visit - and assesses it against criteria set in advance. It shows what actually happens, not what should happen.
- Net Promoter Score (NPS)
- A metric based on the question “How likely are you to recommend us?” (0–10). It is the percentage of promoters (9–10) minus the percentage of detractors (0–6), on a scale from −100 to 100. Always read it together with the number of respondents.
- Customer Satisfaction Score (CSAT)
- The percentage of patients who rate an interaction as good or very good. Useful for specific moments - for example, how clear the treatment plan was or how they were welcomed at the front desk.
- Voice of the Patient (VoP)
- The programme through which a clinic listens to its patients systematically: surveys, interviews, reviews, complaints. The point isn’t the score, but the decisions you make based on it. In other industries it’s called Voice of the Customer.
- Drop-off
- The percentage of patients who leave the journey at a given point - for example, after the consultation, without starting treatment. It shows where the experience loses people.
- Service recovery
- How the team repairs an experience that went wrong: acknowledging the problem, owning it, offering a solution and following up. Good recovery can rebuild the patient’s trust.
- Experience standard
- A concrete description of what happens at a moment in the journey: what the team does, who does it and why. It turns individual excellence into a consistent experience.
- CX Guideline Book
- The document that brings together a clinic’s standards, communication principles and templates. It is the basis for training and for onboarding new colleagues.
- Employee Experience (EX)
- The team’s experience at work: organisation, predictability, communication, support. Patient experience is external; team experience is internal - and the first inevitably reflects the second.
- The “wow” moment
- A detail that exceeds the patient’s expectations and becomes the reason they talk about the clinic. The Fler philosophy: there are three reactions to an experience - yes, no and WOW. We always aim for WOW.
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.
