Frequently Asked Questions
2. Who is this for?
This is designed for the healthcare community: clinics, pharmacies and laboratories. We collaborate with everyone who shapes the patient journey: reception and call center teams, nurses, doctors, pharmacists, lab professionals, patient navigators, managers, leaders and administrative staff. Anyone who connects with patients plays a part in creating a better experience.
7. Will patients actually notice a difference?
Absolutely. They’ll experience faster appointment booking, clearer instructions, fewer repeat calls, safer ID and consent processes, timely results and quicker resolution of their feedback.
5. What happens in the Assessment phase and how long does it take?
During this phase, we establish a clear baseline of your patient experience across access, communication, safety and flow. We review existing data, gather the Voice of the Patient, conduct call and ticket audits, on-site observations, interviews and document reviews. The process typically takes 2 to 4 weeks per site group, depending on its size and data readiness.
1. What is Patient Experience and what does PXcellence actually do?
Patient Experience (PX) is the story of each person’s journey with your services, from the first phone call to the moment they receive their results. We look closely at how every step feels: the way people communicate, how long things take and how safe and supported patients feel along the way. Together, we find where things can work better, build simple, realistic solutions, train the people who make the biggest difference and keep track of progress in one clear view. Our job is to help you make those improvements last.
3. Is this the same as patient satisfaction surveys?
No. Surveys are only one part of the picture. Patient Experience looks at the entire journey: from how patients access your services, to how clearly communication happens, how safe and coordinated the process feels and how results are delivered. We combine surveys with call reviews, timing and error checks to understand the full experience and guide meaningful improvements.
6. When do we see results and how do we measure them?
Quick wins often show within the first month after implementation begins. More consistent, measurable results tend to appear within 3 to 6 months. We focus on a concise set of indicators such as call pickup time, first-contact resolution, safe identification checks, specimen error rates, turnaround time to results and how quickly patient feedback is resolved.
8. How much does it cost?
Pricing depends on the scope of work and the number of sites involved. You will receive a transparent proposal outlining deliverables, timelines and the schedule of activities. For detailed pricing and a personalized proposal, Contact us to discuss your specific needs.
4. We already have SOPs and accreditation. Why add PXcellence?
You don’t need to replace what you have, keep your current systems. PXcellence builds on them, turning the existing standards into daily behaviors, clear communication scripts, simple checklists and a focused set of KPIs. Your quality framework stays in place; we just make execution easier to apply, measure and sustain.