Customer Experience Management for Healthcare
Designing Trust. Building Reputation. Delivering Memorable Patient Care.
In today’s healthcare environment, clinical quality alone doesn’t win patient loyalty. What truly differentiates your hospital or clinic is how patients feel every call, every visit, every interaction.
At IMC, we help healthcare institutions transform that feeling into a measurable system of trust, empathy, and consistency.
Because experience is not a soft skill — it’s a strategic advantage.
Our Offerings for Hospitals & Clinics
CXM Assessment &
Roadmap
- We begin with a comprehensive CX audit mapping patient journeys across OPD, IPD, labs, billing, and follow-up.
- Identify friction points, service gaps, and missed emotional cues.
- Deliver a CXM Transformation Roadmap aligned to your hospital’s brand promise.
Experience Design & Promise Architecture
- Define your Patient Experience Promise the emotional and functional core of your brand.
- Build it into every touchpoint using our 5-Senses Design Framework (sight, sound, scent, touch, tone).
- Create cohesive digital + physical + human experiences that build confidence and comfort.
Process & Service
Blueprinting
- Align people, process, and technology to deliver predictable, pleasant experiences.
- Redesign flow for OPD, diagnostics, admission, discharge, and after-care.
- Create “Experience SOPs” that teams can follow daily.
Experience Metrics & Dashboards
- Establish measurable KPIs, NPS, CSAT, wait-time, complaint themes, and referral rate.
- Set up CXM dashboards for leadership review.
- Make “experience” a boardroom metric, not a front-desk task.
Capability Building &
CX Culture
- Train doctors, nurses, and front-office teams as patient ambassadors.
- Conduct experience workshops inspired by Taj-style warmth and IndiGo-style precision.
- Embed CXM into performance reviews and internal communications.
Implementation Support & Continuous Improvement
- Monthly review and refinement sessions.
- Guidance on digital engagement, patient feedback systems, and staff recognition programs.
- Sustain excellence with CX maturity progression models.
What You Gain
- A unified, trust-driven patient experience across departments.
- Increased referrals and positive online reputation.
- Reduced service lapses, faster resolutions, and improved satisfaction.
- Empowered teams who act with empathy and ownership.
Who We Work With
Hospitals & Multi-Specialty Centres aiming to standardize service excellence.
Clinics & Day-Care Centres seeking differentiation through experience
Hospitals & Multi-Specialty Centres aiming to standardize service excellence.
Hospitals & Multi-Specialty Centres aiming to standardize service excellence.
How We Work
- Discover: Audit your current experience reality.
- Design: Craft your promise, journey maps, and service blueprints.
- Deliver: Roll out training, process redesign, and brand alignment.
- Drive: Implement metrics, dashboards, and review systems.
- Delight: Nurture a culture where every patient interaction reflects your purpose.
The 5D CXM Framework
Turning Care into Experience. Turning Experience into Reputation.
Discover – Understand the Reality
We start by seeing your hospital or clinic through your patient’s eyes. Through journey audits, staff interviews, and emotion mapping, we uncover what truly shapes satisfaction and trust.
Goal: Identify friction points, process gaps, and emotional disconnects before designing solutions.
Design – Craft the Promise
We help you define your Patient Experience Promise the emotional signature of your brand. Our service designers build detailed journey maps and service blueprints across digital, physical, and human touchpoints, ensuring every interaction delivers warmth, clarity, and care.
Goal: Create a unified design language for your brand’s experience.
Deliver – Make It Real
Your brand promise comes alive through people and processes.
We train doctors, nurses, and front-office teams to become true custodians of experience while refining communication, process flow, and environmental cues.
Goal: Embed empathy, precision, and consistency in every touchpoint.
Drive – Measure What Matters
We transform “patient experience” into a measurable system. Our dashboards track NPS, CSAT, wait times, and feedback themes linking leadership reviews directly to patient perception.
Goal: Build accountability and data-driven improvement.
Delight – Build a Culture of Care
This is where transformation sustains itself. We help you nurture recognition programs, storytelling rituals, and continuous feedback loops turning every employee into a brand ambassador for trust.
Goal: Make patient-first thinking part of your hospital DNA.
The CXM Playbook Series
9-Episode Masterclass by G. Vishwanand (“Vishy”)
Gain insights from India’s leading healthcare CX strategist through The CXM Playbook a practical video series on building measurable patient experiences.
Episodes include:
- Taking the Patient Seriously – Why experience defines your brand.
- The 5-Step CXM Framework – Managing experience end-to-end.
- Understanding Emotional Journeys – Beyond processes.
- Crafting the Experiential Promise.
- Designing the Brand Experience.
- Structuring Delivery & Integration.
- Building a CX Culture.
- Seamless Experience Integration.
- Organizing for CX Leadership.
Why Partner with IMC Digital
IMC Digital has worked with leading hospitals and diagnostic brands across India, the USA, and the Middle East helping them integrate brand strategy, training, and technology into one cohesive system.
We don’t just advise; we co-create measurable change.