Abstract

Objectives: In the thesis of the Patient Experience Map, we suggest that in addition to scientific knowledge, positive experience creates connections, loyalty and only in this way can we achieve successful results for your clinic. The aim of the map is to increase the clinic's turnover through patient recurrence at the clinic based on a management structure where we value the employee to provide excellent care based on the concept of human experience. Introduction: In P.E.M, we defend the thesis that customers should return to the clinic in a strategic way, managed through a CRM (Customer Relationship Management), well-defined metrics and process management. We suggest improving the quality of care from the first contact with the patient, through the doctor, sales concierge, control of the procedure delivery time, qualification of the procedure result so that the patient returns to the doctor and continues the treatment with the annual planning carried out by the doctor exclusively for each patient, thus increasing the clinic's turnover. Materials / method: 1 - Qualification of the patient who comes to the clinic. 2 - Pre-consultation with the patient's 3D photo, bioimpedance and trichoscopy. 3 - Medical consultation with a one-year treatment plan 4 - Closure of contract with concierge who will pass on budgets and payment plans to the patient. 5 - Agenda controller, where we suggest controlling the delivery of procedures on time. 6 - Quality control of procedure results and patient satisfaction 7 - Medical assessment and continuation of the treatment plan. Results: This tool helps the doctor understand the process of recurring sales to the patient, maintaining quality of care and meeting the patient's expectations. It also improves the management of the clinic's patient portfolio, keeping the business healthy and prosperous. In 2024 we implemented this process in more than eighty clinics in Brazil and Europe with results of an average growth of forty percent in turnover. Conclusion: The idea of the patient experience map is to make doctors aware of the importance of generating good experiences as a whole in their organization in order to generate loyalty from everyone involved in the process