How to Deliver Value-based Care by Focusing on
Patient Experience?

The Patient Journey – Current Scenario


On average, it takes 24 days to schedule a first-time appointment with a family doctor


83% of the US adults visit a doctor once a year

1 Billion

1 Billion office visits per year

Visiting the Doctor

18 minutes – is the average lobby wait time to see the doctor

Physicians give an average of 11 seconds for patients to explain

Patients get to ask an average of 0-2 questions per visit


  • The care team does not contact 55% of patients in between office visits
  • 83% of Americans don’t conform to the treatment plan prescribed by their doctor
  • 42% of patients are more likely to adhere to the treatment plan if encouraged by their care team

The 3Cs
for Better Patient Experience



Regular interactions and information sharing about the treatment plan, medications, symptom checkers, and reminders for visitations



Positive patient outcomes with the cooperation of patient support, nurses, practitioners, payers, and providers



Transparency in treatment options, care planning, diagnosis, medical tests, and costs

How to Improve Patient Experience?

  • Map the Patients’ Journey –
    Identify touchpoints and bottlenecks and spot the hindrances to a positive experience
  • Omni-channel Approach for Patient Engagement –
    Integrate with EHR and enhance communications via SMS, email, and patient portals
  • Conversational AI –
    24/7 patient support, knowledge sharing, symptom checker, pre-screening, assistance on medical tests and treatment plans, medication and appointment scheduling/queries
  • Automate Administrative Workflows –
    Patient case summaries, administrative documents, and other functions from admissions to billing, transform repetitive tasks with intelligent automation
  • Natural Language Processing –
    Patient feedback analysis with NLP and insights from multiple interactions across the patient journey
  • Evaluate Patient Experience in Real-time –
    Gather data and generate insights from EHR, remote patient monitoring tools, and enabling interoperability between payers and providers
  • Patient-centric Culture –
    Improving compassion and accountability for every role so that the care is centered around quality