The operational layer, read before it becomes a case study.
Where trust breaks in healthcare, what it costs, and what to fix first. One argument at a time, for the leaders who own the touchpoints around the clinical encounter. No slogans, no rounding tips.
Recent issues
9 in 10 Patients Who Switched Said You Were Hard to Do Business With. One Page Shows Where.
A five-step method for mapping one patient's path and finding the stage where she leaves.
Read →When Everyone Can Do the Work, Trust Is All You're Really Selling
The efficiency you built is now available to anyone. What still separates you is trust, earned across a journey that never sat inside your walls.
Read →The One Thing Only You Can Do for a Patient
Your Clinicians Spend Half Their Week Not Being Clinicians.
Read →Doing It All Yourself Isn't the Flex You Think It Is
The reflex to keep everything in-house feels like control. It's often where trust quietly leaks out.
Read →One Patient Walks. You Just Lost Seven Years.
Not one missed visit. Every visit they’d have booked between now and 2033.
Read →The Patient Decided in the Parking Lot
Somewhere between the referral and the appointment, you won her or lost her. No report shows where.
Read →Your Patients Adopted Health AI Before You Did
They already trust it for some things and refuse it for others. Your strategy lives in that line.
Read →The Line Item Your Income Statement Doesn't Have
A 400-bed system loses $6.2 million a year to it. Nobody books the entry.
Read →Trust Isn't a Feeling. It's Five Things You Can Measure.
Satisfaction told you how last month felt. It won't tell you who's already leaving.
Read →Is Your Patient Experience Strategy Built for the Communities You Serve?
What most systems get wrong about who their care was built for.
Read →Why Patients Ghost Your Practice
It's rarely the care. It's the moments nobody owns. Here's the math, and what to fix first.
Read →She Loved Her Doctor. She Left Anyway.
The 4.4 minutes around the visit decide more than the visit does.
Read →Fewer Than Five Hands Went Up in a Room of Senior PX Leaders
Episode 1 of the interview series: Rick Evans, 30-year Chief Experience Officer, on turning patient experience from a value into an operation.
Read →Your Practice Doesn't Have a Marketing Problem. It Has Leaks.
Five quiet leaks drain $100,000 to $400,000 a year. Most owners buy ads to replace patients they never had to lose.
Read →Your Operations Report Is Your Patient Experience Report
The numbers that predict who churns aren't in your experience survey. They're already on your operations dashboard, filed under something else.
Read →She Proved Who She Was Five Times. You Still Don't Know Her.
HIPAA requires verification. It never required interrogation.
Read →78% satisfied. 80% gone.
Your patients can like the care and still walk.
Read →HCAHPS Wasn't Built for the Job We're Asking It to Do
HCAHPS measures one thing well. It doesn't measure trust.
Read →The $320B Your Equity Strategy Is Leaving on the Table
Health inequities cost U.S. healthcare $320B annually per Deloitte. Why trust means different things in different communities. And the operational math.
Read →The Question to Ask Your Frontline Staff Tomorrow
Is this your first time reading The Patient Experience Strategist?
Read →Healthcare Spent $1.4 Billion on AI Last Year. At IPX, Almost Nobody Talked About It.
Healthcare spent $1.4B on AI in 2025 while patient trust dropped to 40%. Why CXOs at IPX Congress aren't leading with AI, and what to do instead.
Read →The words you use when no one is selling to you
Patient experience leaders keep using the same language. Here's what it tells us.
Read →
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