Customer Experience
Patient Experience UK
The project focused on a comprehensive evaluation of patient experiences in private healthcare facilities across the UK. Its goal was to identify strengths and gaps in service quality and provide actionable recommendations to optimize patient journeys, ensuring higher satisfaction and long-term loyalty.
Challenge
Our client was a leading international network of clinics and its strategic partner, a global supplier of medical equipment used for advanced diagnostic and therapeutic procedures. This was another joint project, continuing the development of a patient-centered culture, built on a deep understanding of patient motivations and needs, and translating these insights into improvements in service processes.
The primary goal of the project was to assess the quality of patient service in private healthcare facilities in the United Kingdom and develop recommendations for optimizing service quality and enhancing patient experiences. Our analysis was designed to help the client better align its standards with patient expectations, which was a key factor in building a competitive advantage in the medical services market.
Approach
For this project, we applied the Salto Patient Experience Framework—our proprietary methodology that integrates key factors and best practices for developing a truly patient-centric clinic. This framework ensures that delivered experiences become a source of competitive advantage and foster long-term patient loyalty.
To conduct a comprehensive analysis of patient experiences, we used a variety of research methods, allowing us to thoroughly examine different stages of the patient journey—from the first telephone interaction to online consultations and in-person visits at clinics.
Our research approach included:
- Mystery Patient telephone assessments – We conducted over 100 mystery patient calls, evaluating:
- The quality and approach to patient service,
- Communication and sales skills of call center representatives,
- The clarity and accuracy of information provided during the call,
- Comparative analysis of the client’s call center against its competitors.
- Online and in-person consultations – Our mystery patients:
- Participated in eClinic consultations to evaluate the online experience,
- Attended actual medical appointments at selected clinics in London and Birmingham, assessing:
- Reception service and front-office professionalism,
- Doctor-patient interactions, focusing on communication clarity and patient engagement,
- The overall patient experience, from appointment scheduling to post-visit follow-ups.
To engage all company employees in the innovation process and leverage their extensive knowledge and expertise, we organized an internal innovation tournament.
Additionally, through our technology and startup scouting efforts, we identified and evaluated over 100 startups and emerging technologies worldwide. These discoveries served as both sources of inspiration and ready-made solutions aligned with our identified objectives.
Results
Following our extensive analysis, we provided the client with a detailed report containing actionable insights and recommendations. These findings helped identify key areas for improvement and establish a new standard for patient service across the clinic network.
Key project outcomes:
- Comprehensive benchmarking analysis of top-performing competing clinics in the UK, allowing the client to implement best practices from the industry,
- Over 100 recommendations for service improvements across the entire patient journey, covering:
- Telephone interactions,
- Appointment booking processes,
- Online consultation quality,
- Front-office and reception standards,
- Medical staff-patient communication and overall service consistency,
- Identification of key factors influencing patient satisfaction, with recommendations to enhance patient loyalty and differentiate the client’s clinics from competitors,
- Strategic recommendations for standardizing patient service processes across multiple patient touchpoints.
As a result of this project, the client gained valuable tools and insights, enabling them to align their service standards with patient expectations, improve customer satisfaction, and strengthen their position as a leader in the healthcare sector.