Everything you need to make experience a standard.

We can go the whole way together - from audit to measurement - or you can start with a single service. And after the first cycle, we can stay alongside you for the long term. It all starts from the same question: what is your patient actually experiencing?

CX audit

We see your clinic through your patients’ eyes, from the first ad to the follow-up.

An assessment of every relevant touchpoint, scored from 0 to 100
Mystery-client visits, observation in the clinic and a review of written communication
Interviews with patients, the team and management
A report with the priorities that influence the patient’s decision

Right for: clinics that feel “something isn’t working” but don’t know exactly where.

Patient types & journey

Who your patients are, what they want and where you lose them.

Patient segmentation based on the clinic’s data and on interviews
Patient types (personas), with motivations, fears, barriers and needs
A map of the customer journey: before, during and after the visit
The key moments where trust is won or lost

Right for: clinics with very different patients (from a hygiene appointment to full rehabilitation) and a single “recipe” for communication.

Standards & guides

From “let’s be friendlier” to clear behaviours.

The CX Guideline Book: standards for every moment of the journey
Procedures for the front desk: booking, confirmations, welcome, handover to the doctor
Procedures for the medical team: the consultation, presenting the treatment plan, the clinic tour, follow-up
A communication guide, with message templates in Romanian and English

Training & implementation

Change becomes real only when the team works differently.

Training for the whole team, starting with a pilot team
Empathetic communication, active listening, service recovery
Onboarding new colleagues, so every patient gets the same experience
Support until the standards become repeatable behaviours

Patient feedback

Scores and stories - because each shows something different.

Surveys after the key moments: NPS, CSAT, treatment plan clarity, perceived value
Qualitative interviews we run ourselves, as a neutral third party
Regular measurement rounds, showing change over time
Reports with the voice of your patients and concrete recommendations

Team experience (EX)

Customer experience starts on the inside.

Team satisfaction studies, in several stages
Sources of stress, organisation, predictability and internal communication
Individual assessments and an X-ray of the team, for management
The link between what the team experiences and what the customer experiences

Long-term partnership

Experience doesn’t “end” with the project. It grows with your clinic.

Regular measurement rounds, with a report and priorities for the next period
Training for new colleagues and refresher sessions for the team
Updating the standards when new services, spaces or people arrive
An outside partner who sees your clinic through the patient’s eyes, every time

Right for: clinics that have been through a first cycle and want the results to last - or grow.

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