An important company operating in the health & care sector with offices throughout Italy and England, specializing in dentistry and treatment of periodontal disease with particular attention to the continuous search for excellence in the field of technology and innovative care treatments, and in services to the assistance and care offered, needs a constant and reliable measurement of the patient’s evaluations on the overall and detailed offer received during the therapy and treatment path.

Mikaline professionals think of a specific “Patient Experience” model for the company in compliance with the prerogatives of the sector, as a fulcrum for conducting advanced analyses on the sentiment of patients and on the experiences lived during the interaction through all the touch points of the network .

The analysis led to the identification of the following general critical areas, present on individual consultants with varying intensity.

Only 31% of clients are particularly satisfied with the consultant’s management of their capital.

From the “experience” campaigns aimed at patients, aspects emerged that made it possible to map the “insights” of patients. The patient who approaches these dental centers is looking for an offer of high quality standards, which gives the certainty of improvement in their pathology.

It is therefore possible to intercept two main insights, the therapeutic dimension (professionalism, standing of doctors, offices and cutting-edge technology) and the relational dimension (hospitality, reliability, centrality of the patient, trust).

The two dimensions were weighed on the particular client reality.

The introduction of a patient experience model and a conversion index that acts as a driver in the continuous search for excellence, has led to identifying in more detail the “strength” aspects and those to be strengthened in the network of centers, in order to guarantee a service of the highest quality.

After carrying out an important number of patient interviews, 86.2% gave a positive opinion on the experience lived in the centers and 96.8% felt satisfied or very satisfied with the treatment protocol for the results achieved.

The strengths perceived by patients and highlighted in the analyzes can be traced back to the innovative treatment protocol and cutting-edge technology used, then to the competence and professionalism of the doctors and staff.

The patient-personnel relationship has been improved thanks to an organizational reorganization at the corporate level and in the peripheral centers and to specific training interventions on management.