We walked every newly acquired clinic as a patient — then handed the system a playbook to fix what we found.
After acquiring a group of clinics, a regional health system needed to know what the patient experience actually felt like on the ground — and whether quality held at every step.
The challenge
An acquisition brings new locations with their own habits, staff, and standards. Leadership could see the spreadsheets — but not what a patient actually experienced from the first phone call to the follow-up.
What we did
Our team visited each new location in person, as patients. We mapped the full journey — the first call, the front desk, the wait, the visit, the follow-up — documenting where it broke, where it shone, and exactly how to bring every site up to one standard.
The result wasn’t a report that sat on a shelf. It was a concrete, step-by-step playbook the marketing and operations teams could act on immediately.
The outcome
The executive team adopted the findings and rolled our research across their entire regional system. Eighteen months later, both patient satisfaction and revenue were measurably higher — and every location was working from the same standard.
Client cited anonymously by agreement.