Patient Experience Management for Healthcare
Designing Trust. Building Reputation. Delivering Memorable Patient Care.
Delivering Promise
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.
Patient Experience
Management Services
Turning Care into Experience. Turning Experience into Reputation.
1. CXM Assessment &
Roadmap
- We begin with a comprehensive CX audit, mapping every step of the patient journey across OPD, IPD, laboratories, billing, and follow-up.
- Our experts identify friction points, service gaps, and missed emotional cues that affect satisfaction and loyalty.
- The outcome: a CXM Transformation Roadmap aligned with your hospital’s brand promise and business goals.
2. Experience Design & Promise Architecture
- We help define your Patient Experience Promise — the emotional and functional essence of your healthcare brand.
- Using our proprietary 5-Senses Design Framework (sight, sound, scent, touch, tone), we translate this promise into every interaction.
- The result is a cohesive digital, physical, and human experience that inspires confidence, comfort, and connection.
3. Process & Service
Blueprinting
- We align people, processes, and technology to create predictable, pleasant, and patient-centered experiences.
- Our team redesigns workflows across OPD, diagnostics, admission, discharge, and after-care to ensure efficiency and empathy.
- We develop Experience SOPs your teams can follow daily to maintain consistent service excellence.
4. Experience Metrics & Dashboards
- We turn patient experience into measurable outcomes.
- By defining key CX metrics — NPS, CSAT, wait-time, complaint patterns, and referral rate — we help leadership monitor what truly matters.
- Our CXM dashboards make experience a boardroom metric, not just a front-desk responsibility.
5. Capability Building &
CX Culture
- Experience excellence starts with empowered teams.
- We conduct CX capability-building programs that train doctors, nurses, and front-office staff as patient ambassadors.
- Through customized CX workshops and communication programs, we embed patient-centricity into performance systems and daily culture — ensuring every patient leaves with trust and delight.
6. Implementation Support & Continuous Improvement
- Transformation doesn’t end at rollout — it evolves with your organization.
- We provide monthly review and refinement sessions to ensure sustained CX excellence. Our experts guide your teams on digital engagement, patient feedback systems, and staff recognition programs to keep momentum alive.
- With our CX Maturity Progression Models, your hospital continuously evolves from good to exceptional.
Ready to transform your patient experience?
Partner with IMC Digital to make your hospital a benchmark for care, communication, and compassion.
Customer Experience
Management for Healthcare
01
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.
02
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.
03
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.
04
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.
05
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.
06
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.
Omnichannel Experience: Redefining
Patient-Centered Care
Meet Urvi and Rishi, an Architect couple who moved to Hyderabad from Mumbai. After some time, they planned to have a baby. They searched for maternity hospital in internet and booked for Gynec’s appointment by visiting hospital website. The website helped them to understand various care offered, its infrastructure, testimonials, doctors and care team profile. Also, the hospital website was comprehensive and it helped the couple to understand pregnancy and parenthood.
Content & Tools
- Engagement – Patient education, Health Tips, News, Quiz, Polls, Humor
- Brand updates and Campaigns
- Online consultation
- Product sell, Events, Value adds
- Advertising campaigns and SMM
- Online reputation management
- Learning and Listening
Platforms
Website / blog
Search
Social Media
Display
Provider Listing Sites
On their visit and pregnancy confirmation. The doctor suggested couple to register for regular updates and understand development of baby. Now, Urvi started getting regular SMS alter, updates and care guide as per the growth of baby. Urvi can read more by clicking the SMS/WhatsApp linked to hospital website (Health Library) and make informed decision about her baby and self. Meanwhile Rishi was updated about the changes Urvi’s body going through and fatherhood tips.
The app helped couple to track the development of baby and suggested necessary diagnosis/ test required during pregnancy.
Content & Tools
- Patient education content – text, infographics, video
- Quick-sheet
- Info-sites
- Poster
- Health Library
- Procedure prep content
- Newsletter
- Educational classes and event promotion
- Patient portal
Platforms
Text Messaging
Patient Portal
Website
Video
Social Media
During the admission in hospital for baby’s delivery Urvi was able to read, view and understand through Hospital App.
Content & Tools
- Care guide
- educational content
- care plan management for patients, families and caregivers
- e-learning courseware
- e-books
Platforms
Mobile & Tablet Apps
Website
Text Messaging
Learning Management System
After baby delivery, the couple started getting personalized tips for childcare and vaccination alters.
Content & Tools
- Care guide
- discharge instructions
- health and wellness content
- online counselling
- Social group
Platforms
Text Messaging
Patient Portal
Website
Social Media
Tele-medicine
And the journey didn’t end here. Now, Rishi got a personalized invite for heart check-up camp and Urvi was reminded to schedule a complete health check-up.
With the help quality healthcare provider, who offers digital positive patient experience throughout the content of care, today Urvi and Rishi is leading healthy and happy family life.
Content & Tools
- cross-selling of ancillary services
- patient reviews
- Campaign
- Wellness
- Social Responsibility
- advocacy and fundraising
Platforms
Text Messaging
Patient Portal
Website
Video
Social Media
Today your patients want to be heard, informed and actively involved in their care. Your patients are your customers, who are living digital lives. They order food online, shop online, bank online, book their travel online and manage their health care online.
The patient-centered care approach is changing the healthcare system. Today your patients want to be heard, informed and involved in their care. Your patients are your customers, who are living digital lives. They order food online, shop online, bank online, book their travel online and manage their health care online.
This demands healthcare providers to reshape the way they connect, communicate and offer value to their services.
Strategy + Patient Experience Management + Design Thinking + Digital Tools to maximize benefits.
IMC offers fully customized customer connect solution meeting your business goals. Our design thinking approach and application of lean principles helps us to deliver measurable and actionable patient connect strategy throughout the entire continuum of care.The patient-centered care approach is changing the healthcare system. This shift is building patient- provider partnership which focuses not merely on the clinical perspective but also from patients emotional, social, spiritual and financial perspective.
What You Gain
A unified, trust-driven
patient experience across departments.
Reduced service lapses, faster resolutions, and improved satisfaction.
Increased referrals and positive online reputation.
Empowered teams who act with empathy and ownership.
What You Gain
A unified, trust-driven
patient experience across departments.
Reduced service lapses, faster resolutions, and improved satisfaction.
Increased referrals and positive online reputation.
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
Diagnostic Networks wanting to strengthen loyalty and communication.
Wellness & Preventive Health Brands scaling with empathy and structure.
How We Work
01
Discover
02
Design
03
Deliver
04
Drive
05
Delight
How We Work
The 5D CXM Framework
Turning Care into Experience. Turning Experience into Reputation.
Discover
01
Audit your current experience 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
02
Craft your promise, journey maps, and service blueprints.
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
03
Roll out training, process redesign, and brand alignment.
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
04
Implement metrics, dashboards, and review systems.
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
05
Nurture a culture where every patient interaction reflects your purpose.
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.
How We Work
The 5D CXM Framework
Turning Care into Experience. Turning Experience into Reputation.
01
Discover
Audit your current experience 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.
02
Design
Craft your promise, journey maps, and service blueprints.
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.
03
Deliver
Roll out training, process redesign, and brand alignment.
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.
04
Drive
Implement metrics, dashboards, and review systems.
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.
05
Delight
Nurture a culture where every patient interaction reflects your purpose.
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 5D CXM Framework
Turning Care into Experience. Turning Experience into Reputation.
01
Discover
Audit your current experience 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.
02
Design
Craft your promise, journey maps, and service blueprints.
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.
03
Deliver
Roll out training, process redesign, and brand alignment.
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.
04
Drive
Implement metrics, dashboards, and review systems.
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.
05
Delight
Nurture a culture where every patient interaction reflects your purpose.
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.
How We Work
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.