HOSPITALS & CLINICS
PATIENTS JUDGE CARE BY EVERYTHING AROUND IT.
Clinical excellence can be undermined by a long queue, a cold reception, or an unanswered call. We audit the non-clinical service journey patients actually experience.
THE PROBLEM
Great medicine. Difficult experience.
Patients and families rarely assess clinical quality directly — they assess how they were received, informed, guided and respected. Service friction becomes the memory of the visit.
Healthcare launch scope is patient experience and non-clinical service standards. Clinical, medical, statutory or accreditation audits require separately qualified and authorized specialists.
THE JOURNEY WE AUDIT
Touchpoint by touchpoint.
- 01
Appointment / Call
Response, clarity, guidance, empathy
- 02
Arrival & Reception
Greeting, queue, direction, paperwork ease
- 03
Waiting Experience
Comfort, communication, status updates
- 04
Wayfinding
Signage, guidance, staff direction quality
- 05
Consultation Handover
Coordination, respect, privacy
- 06
Billing & Exit
Clarity, speed, assistance at exit
WHAT WE INSPECT
The checklist behind the report.
Every item maps to a checkpoint with an evidence expectation — nothing in the report exists without an observation behind it.
- Appointment call and online enquiry handling
- Reception greeting, queue management and paperwork ease
- Waiting experience — comfort, communication and status updates
- Wayfinding, signage and staff guidance quality
- Front-desk service SOPs and documentation
- Patient-facing communication standards
- Facility service experience — seating, cleanliness, amenities
- Escalation and assistance handling
EVIDENCE APPROACH
Findings are observations, not opinions.
Time-stamped service observations at each touchpoint
Queue and response-time measurement
Documentation of observed service behaviour, tied to checkpoints
No clinical assessment — service journey only
HOW THE AUDIT RUNS
From brief to report.
- 01
Scope the facility
We map your patient service journey into checkpoints
- 02
Match the auditor
A healthcare-service-experienced auditor visits
- 03
The visit
A realistic patient-facing journey, documented
- 04
Verification
Internal quality review of evidence and report
- 05
Debrief
Service findings, scores and corrective actions
SCORECARD EXAMPLE
What a scored report looks like.
Section scores roll up to one executive score. Every section score is the weighted average of its checkpoints — each tied to evidence.
Appointment & Call Handling
86
Reception & Arrival
90
Waiting Experience
82
Wayfinding & Guidance
93
Communication Standards
88
Billing & Exit
91
ILLUSTRATIVE EXAMPLE — ACTUAL SCORECARDS ARE CLIENT-CONFIDENTIAL.
RECOMMENDED PLANS
Start here.
Patient Journey Audit
Mystery patient-facing service check
₹12K–20K/ journey
Book Patient JourneyMysteryHospital Experience 360
Multi-touchpoint service quality program
₹25K–50K/ facility
Book Experience 360SOP / RevealedService SOP Audit
Revealed non-clinical service audit
₹40K–90K/ facility
Book SOP AuditQUESTIONS
Hospitals audit FAQs.
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