CMR MED/Services/Patient experience
CMR MED · Operations
Patient experience
Every patient touchpoint with the clinic mapped and improved: service standard, satisfaction surveys and return-visit KPIs, with the team trained.
What you receive
- 01Voice of the patientListen
- 02Journey mapMap
- 03Written standardStandardize
- 04Trained teamTrain
- 05Journey KPIsMeasure
01Who it is for
Common situations and scope of service
Common situations
- Patients who never come back and nobody knows why
- Service that changes depending on who is at the desk
- Waits with no notice on the day of the visit
- Complaints that only show up in online reviews
Scope of service
- Patient journey map
- Satisfaction surveys at key moments
- Written service standard
- Scripts for the front desk and WhatsApp
- Team training
- Return and referral KPIs
02How it works
How it works, in five steps
Each step leaves a written deliverable. The line shows work coming in disorganized and leaving as a routine.
01Listen
Patient survey and conversations with the team.
OutputVoice of the patient
02Map
Every touchpoint, from first click to follow-up.
OutputJourney map
03Standardize
Scripts and service standard.
OutputWritten standard
04Train
Team practicing the scripts.
OutputTrained team
05Measure
Satisfaction and return visits every month.
OutputJourney KPIs
03In practice
Patient journey
The line shows how the patient feels at each stage, today and after the project. Tap a stage to see the friction, what changes and what gets measured.
Fictitious data, to show how the work looks day to day.
04Division of responsibilities
Division of responsibilities
What stays with our team and what stays with the clinic in each part of the routine.
| Activity | CMR MED | Clinic |
|---|---|---|
| Survey | Designs and runs it | Shares it with patients |
| Journey map | Draws it with the team | Joins the conversations |
| Service standard | Writes the scripts | Approves and enforces their use |
| Training | Runs the sessions | Frees up the team |
| KPIs | Tracks and presents | Decides on adjustments |
05Frequently asked questions
Frequently asked questions
Is this marketing?
It is service management. Marketing brings the patient in; patient experience takes care of what they go through at the clinic, from booking to follow-up. CMR MED works alongside the clinic’s agency.
How does the survey reach patients?
By short message at key moments, such as after the visit, with just a few questions.
Does the team need long training?
Sessions are short and hands-on, using the clinic’s own scripts.
Which KPIs are tracked?
Satisfaction, referrals, no-shows and return rate, chosen at the start of the project.
06Next step
A 30-minute call to understand your case
Replies during business hours (Brazil time), on the same number as the phone.
Open chatCalendar
30-minute callTo understand where the clinic stands and what concerns the partners.
Book a call