Patient Experience Program Design
Design a patient experience program with NPS measurement and service recovery.
Delivery modes:
online
on_site
written
Pricing models:
expert_package
negotiated
Design and implement a patient experience program: NPS measurement, complaint taxonomy, service recovery protocols, and reporting cadence.
Service standards (v1)
Deliverable
A patient experience program design.
Mandatory elements
- NPS measurement plan
- Complaint taxonomy
- Service recovery protocol
- Reporting cadence
Acceptance criteria
- Complete NPS plan
- Complaint taxonomy with at least 10 categories
- Service recovery workflow
- Training outline
Client must provide
- Current complaint volume
- Executive sponsorship contact
Out of scope
- Patient interviews
- Direct complaint handling
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