PXCELLENCE

Patient Experience Excellence

Better Care Starts With The Best Experience

First-of-its-kind in Romania and Central & Eastern Europe, our end-to-end PX program aligns patient experience with measurable performance via Strategy, VOP, journey management, role-based training and EX by design

100%

Patient Experience

Clinics

Improve access, communication and flow from first contact to results.

Pharmacies

Turn every interaction into safe, clear, efficient care.

Laboratories

From appointment to results, remove friction and shorten the wait.

Who We Are

Your Patient Experience Partner And Advisor

PXcellence is a patient experience consultancy for clinics, pharmacies and labs. We blend service design, operations and clinical reality so care is easier for patients and sustainable for staff. We work side by side with leadership and frontline teams to turn PX into daily practice with measurable results.

Certified Customer Experience Professionals

Meet the team

PX + EX = SUCCESS

Our Services

Patient Experience

Complete programs, from strategy to day-to-day interactions. We position ourselves as a long-term partner. Our hybrid model combines processes for Top & middle management, PX department, doctors, nurses, navigators, reception & Call Center:

STRATEGIC PX

Strategic PX is the top-management pillar in the PXcellence model. It aligns patient experience with your business strategy, defines KPIs and governance and sets a clear roadmap.

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TACTICAL PX

It equips managers to lead a patient-centric culture, build clear accountability and optimize the way teams run every day. The focus is capability, rituals and routines that sustain the strategy.

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OPERATIONAL PX

Operational PX is the frontline pillar. It builds the skills that doctors, nurses, navigators, reception and call center teams need to deliver consistent and clear care in every single touchpoint.

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Let’s Work Together

From Experience to Performance

We align PX with your business strategy, map the patient journey end to end, design the Voice of Patient system, and train every frontline role to deliver consistent care. We work alongside your teams during implementation and we stay for measurement and follow ups.

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Expert Team

Specialists who blend service design with medical operations. Backgrounds across clinic management, pharmacy practice, lab workflows and patient communications. Senior leaders work side by side with your managers through assessment, design and rollout to ensure integration.

Personalized, Frontline-Ready Approach

Start with a PX assessment, set priorities, then design standards, scripts and training around your volumes, specialties and tech stack. Role-based playbooks for doctors, nurses, navigators, reception and call center ensure daily practice, not theory.

Reliable Partner

Your collaboration with PXcellence doesn’t need to stop after the assessment, after you receive the processes to follow nor after the implementation. We continue with maintenance and ongoing support so PX keeps improving, everyday.

Measured Results and Governance

KPIs agreed upfront and tracked on a simple governance rhythm. Patient experience metrics correlated with business operational and employee KPIs. Reporting routines that drive action.

Delivering Excellence Through
Expertise and Dedication

33%

Increased Loyalty

Clear communication, consistent care and timely follow-up keep patients coming back.

83%

Process efficiency

Simpler scheduling, shorter waits and first-time-right workflows reduce rework.

50%

Fewer Complaints

Expectations set upfront, issues resolved fast, feedback closed with ownership.

Explore Further:

Learn About Our Process

Contact Our Team

Loved by Our Clients

What Our Clients Say

Our commitment to delivering exceptional services is reflected in the feedback we receive from our valued clients and partners. Different industries, same pattern, value that holds up over time.

See how our partnership works

Carmen C.

Patient Experience Director, Regina Maria

Thank you Gabriela Ciupitu for your support in streamlining the internal processes in #reginamariadentalclinics for a great Patient Experience.

Sabina C.D.

CX Director

Honoured to have participated in the CX Conference Bucharest 2024! The insights from the CX Maturity Study 2024 and shared best practices were incredibly valuable. Grateful to Customer Experience Romania and all the speakers for inspiring us to elevate CX in Romania and Moldova. Exciting journey ahead for customer-centric growth!

Amelia P.

Senior Client Director

Absolutely thrilled by the energy at CX Breakfast, organised by Customer Experience Romania! Grateful and honoured for the opportunity to share insights (…) knowledge and practice on B2B CX. But even more amazed by this extraordinary community! The passion, knowledge, and expertise in the room were truly inspiring. What sets this group apart? The genuine desire to share, learn, and elevate CX together.

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Get in touch

Your PX Partner for Growth

We work alongside clinics, pharmacies and labs to find the best options for sustainable growth. Expect clear choices that improve access, flow, satisfaction and financial results. Use the form to get in touch or to ask for more details on scope, timelines or pricing.