# The Patient Experience Strategist

> Strategic consulting practice that helps healthcare organizations transform hospital and healthcare contact centers from cost centers into revenue-generating assets. Founded by Ebony Langston, who builds patient experience infrastructure for healthcare organizations, from Fortune 100 health systems to independent practices. Core frameworks: the Trust Algorithm (five Trust Signals that predict patient retention) and the Patient Experience Hub Model.

The site is a client-rendered React application. This file and llms-full.txt provide the site's content in plain text for AI engines.

## Core idea

You're measuring satisfaction inside a system that was never built for trust. Five operational Trust Signals (Accessibility, Resolution, Continuity, Proactivity, Recovery) tell you whether you are building trust or losing it, before survey scores arrive and before patients leave. Every engagement starts with a diagnostic and ends with an operating system your team owns. Tech agnostic, strategy dependent, built from 20+ years of operational experience.

## Main pages

- [Home](https://patientexperiencestrategist.com/): Services, process, the Trust Algorithm framework, and about Ebony Langston.
- [Trust Algorithm Assessment](https://patientexperiencestrategist.com/assessment): Free 30-question assessment for hospitals and health systems, scoring Patient Trust and Provider Enablement across the five Trust Signals with a combined Trust Capacity Score out of 150.
- [Practice Assessment](https://patientexperiencestrategist.com/practice): 15-question version for independent practices.
- [Trust ROI Calculator](https://patientexperiencestrategist.com/trust-roi): Estimates annual revenue at stake from trust gaps for health systems and independent practices.
- [Toolkits](https://patientexperiencestrategist.com/toolkit): The Trust Algorithm Toolkit Suite. Five self-serve Notion toolkits (one per Trust Signal) for independent practices, sold individually, as a suite ($1,997), or bundled with the guided Trust Algorithm Diagnostic ($2,497 bundle; diagnostic alone $2,500).
- [Blog](https://patientexperiencestrategist.com/blog): Articles on patient experience, trust, and contact center strategy.
- [Newsletter](https://patientexperiencestrategist.com/newsletter): The newsletter archive, with subscription via Beehiiv.
- [Events](https://patientexperiencestrategist.com/events): Speaking engagements and events.
- [Privacy Policy](https://patientexperiencestrategist.com/privacy-policy)

## The five Trust Signals

- Accessibility: The 2am Test. Accessibility is the gate through which trust either enters or is denied.
- Resolution: Closing a ticket is not rebuilding the relationship. What matters is whether the patient believes it was fixed.
- Continuity: Every re-explanation is a trust withdrawal. Patients should feel their data in their experience.
- Proactivity: Your silence is a trust signal. Proactivity is the only Trust Signal where the organization acts first.
- Recovery: The character signal. How your organization behaves in failure tells patients more about your values than when everything goes right.

## Contact

- Email: ebony@patientexperiencestrategist.com
- Discovery calls are booked through Microsoft Bookings (links on the site).

## Full content

- [Full site content](https://patientexperiencestrategist.com/llms-full.txt): Extended plain-text content of the main pages.