How Front-Desk Friction Drives Patient Churn Despite High Clinical Satisfaction
By
By Pierre Raymond
Summary
A primary-care patient rated her physician highly but left the practice due to poor front-desk experiences — specifically, long phone wait times and inaccurate copay quotes. This case illustrates a growing disconnect in healthcare: clinical satisfaction scores are rising, yet patient retention is declining because of friction in scheduling, billing, and eligibility processes. The article explores how non-clinical touchpoints are driving patient churn and costing healthcare providers significant revenue.
Source
bskyHow Front-Desk Friction Drives Patient Churn Despite High Clinical Satisfactioncmswire.comKey quotes
· 3 pulledThat gap, between a patient who praises the clinician and a patient who leaves, is the data paradox every healthcare customer experience (CX) leader is staring at right now.
The clinical satisfaction results keep inching up. The retention doesn't.
The doctor was not the problem. The new practice answered the phone on the second ring and gave her an accurate copay quote before she walked in.
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