Services
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The Nine TouchPoints Patient Experience Survey
Capture What Matters Most—From the Patient’s Perspective
At HMCG, we believe that every moment in a patient’s journey shapes their perception of care. The Nine TouchPoints Patient Experience Survey evaluates the experience using the Nine Pillars framework—from first impressions to long-term relationships. Designed with clarity and compassion, this survey gives your patients the opportunity to provide valuable feedback at each key touchpoint.
Using a simple Likert scale, we assess satisfaction and uncover patterns that help you prioritize improvements where they matter most.
What You Receive:
- Customized Patient Survey aligned with the Nine Touchpoints framework
- Branded Digital and Printable Versions for easy distribution
- Patient Experience Dashboard with visual analytics and scoring by touchpoint
- Executive Summary
- Report with actionable insights and recommended next steps
- Optional Follow-Up Strategy Session to review results and plan improvements
Whether you’re seeking to improve retention, streamline operations, or enhance patient trust, this survey delivers the data you need to design a more remarkable patient experience—on purpose.
Nine Pillars Patient Experience Audit
Because a remarkable patient experience doesn’t happen by accident—it happens by design.
The Nine Pillars Patient Experience Audit is a comprehensive, evidence-based service designed to evaluate every stage of your patient journey—from first exposure to long-term loyalty. Conducted by the experts at Healthcare Management Consulting Group (HMCG), this audit uncovers strengths, gaps, and opportunities across the nine critical touchpoints that define how patients experience your practice.
What We Assess:
Why It Matters: Patient experience isn’t just about kindness—it’s about consistency, clarity, and care across every interaction.
Our audit empowers your team with data-driven insights to elevate the patient journey, reduce attrition, and increase loyalty.
Initial Exposure – Website, reviews, and community reputation
Inquiry & Scheduling – Speed, professionalism, and ease of appointment booking
Pre-Visit Communication – Confirmation, preparation, and clarity before the visit
Arrival & Check-In – First impressions and front desk interactions
Clinical Encounter – Provider engagement and bedside manner
Check-Out & Exit – Clarity of next steps and exit experience
Billing – Transparency, timeliness, and resolution of charges
Post-Visit Follow-Up – Continued care, reminders, and feedback collection
Long-Term Relationship – Retention, reactivation, and advocacy building
Deliverables Include:
- Includes the Nine TouchPoints Patient Experience Survey
- A detailed audit report with touchpoint-specific findings
- Google Reviews analytics
- A visual dashboard summary of your overall patient experience health
- Patient Experience Map
- Actionable recommendations and best practices
- Optional staff debrief or leadership presentation
Fractional Chief Operations Officer (COO)
Fractional COOs are typically hired by small- to mid-sized organizations that do not have the need or cash flow for a full-time COO. Challenges small businesses face in managing business administration:
- Lack of time
- Inability to attract or afford the right talent
- Creating administrative organization while managing the day-to-day operations
- Managing internal communication
- Consulting From a Fractional COO to Scale Smarter
Many early-stage businesses don’t have a full-time COO, which leaves leaders scrambling to optimize their administrative functions alongside everything else. A fractional COO can help you streamline processes, enhance team communication and collaboration, identify inefficiencies and gaps in your current processes, and help introduce new systems for an organization.
Management Consulting
Our team of seasoned professionals brings a wealth of experience in healthcare management, policy, and technology. We collaborate with organizations to optimize operations, navigate regulatory changes, and implement cutting-edge solutions that drive positive outcomes. At HGMC, we understand the dynamic nature of healthcare, and our commitment to staying ahead of the curve ensures that our clients receive tailored future-proof strategies. From process optimization to digital transformation, we empower healthcare providers to deliver high-quality care while maximizing efficiency. With a client-centric approach, we forge lasting partnerships, fostering a culture of continuous improvement.
Virtual Administrative Assistant Services
Our Virtual Administrative Assistant services include:
Core Services:
- Inbox Management: Professional email organization, filtering, and response management
- Calendar & Scheduling: Seamless appointment booking and meeting coordination
- Data Entry: Accurate CRM and database management
- Client Onboarding: Streamlined workflow setup and contract management
- Healthcare Admin Support: Insurance verification, patient intake, and EHR scheduling support
- Document Preparation: Professional formatting, proofreading, and presentation creation
- Travel Coordination: Complete travel booking and itinerary management
- 10 hours monthly: $350
- 20 hours monthly: $650
- 40 hours monthly: $1,200
Our Virtual Administrative Assistants aren’t just task-oriented support—they’re trained in our Culture of Care values and understand the unique demands of healthcare environments. Every interaction reflects our commitment to empathy, accountability, compassion, and collaboration.
This service perfectly complements our patient experience consulting by handling the operational details that allow healthcare leaders to focus on strategic patient experience improvements.
Healthcare Staffing
Our comprehensive approach ensures the right personnel match, optimizing healthcare delivery. We prioritize quality, compliance, and efficiency, meeting staffing needs with precision in the ever-evolving landscape of healthcare.