Changing healthcare.
One experience at a time.
Why Traditional Patient Experience Falls Short
Traditional patient experience research focuses primarily on interactions a patient has with their provider—emphasizing clinical care and administrative processes. This narrow approach captures only isolated moments of feedback, often missing the full continuum of a patient’s journey. It overlooks critical phases such as pre-care decision-making, digital engagements, and post-care follow-ups, as well as the emotional and social factors that shape overall satisfaction.
Moreover, today’s HCAHPS benchmarks provide only a post-engagement snapshot, failing to account for the ongoing relationship between the patient and the entire healthcare system. This limited view doesn’t recognize that patients are more than recipients of care—they are customers whose trust and loyalty are built or diminished at every interaction. In today’s environment, a truly comprehensive understanding of patient experience must span from the initial point of contact, through every touchpoint, to long after the clinical encounter.
Reimagining Patients as Customers with HCX
RevealHX’s Healthcare Customer Experience (HCX) offers unrivaled insight into every dimension of the patient’s journey with your system, ensuring you have a complete line of sight into the phases before and after care, including the subtle pain points missed by standard PX research. By exposing these blind spots, we help solve friction issues and protect your brand’s reputation while also valuing the perspectives of caregivers, from family members to close friends.
You’ll uncover:
Operational efficiency and care coordination opportunities
Roadblocks patients experience at key digital and human touchpoints (e.g. scheduling, financial assistance, bill pay)
Inefficient marketing and advertising
Price estimation confusion
Health equity challenges and disparities
Leading to:
Clearer communication to patients
Improved processes
Informed investment strategies
Fewer patient frustrations and complaints
Improved trust and likelihood patients will recommend your system
Human-centered health equity strategies
The Healthcare Customer Experience (HCX) Subscription
We survey U.S. healthcare consumers quarterly on their experience with the health system they engage with the most. The results inform a comprehensive report and dashboard, and include:
Touchpoints w/ performance ratings to identify pain points
Segment cuts
(race/ethnicity, age, insurance type, health/financial status, gender, etc.)
Different journeys captured
(ED, outpatient, inpatient)
Trust, NPS, Ease
KPI benchmarking & qualitative sentiment
Industry Intel Package
- Industry Insights & Benchmarks Report: Voice of the customer results on 40+ touchpoints, channel preferences for different healthcare tasks, trust metric results and ranking across industries, and a list of top performing brands.
- Online access to performance dashboard: Access to all 30,000+ responses across 40+ touchpoints, performance by service type, demographic, and/or segment. Performance across several key metrics (trust, NPS, ease, communication satisfaction, etc.).
Brand Intel Package
- All items in the Industry Intel Package, plus…
- Online access to qualitative comments dashboards: Access to all 100k+ comments on trust, ease, healthcare communications, and price transparency challenges.
- Access to your brand’s performance results: Gather a quantifiable read comparing your organization to the industry average using customer provided sample.
- Access to a ready to release, fully tested, diagnostic survey instrument link to establish a baseline for your organization.
- Bolster your brand: Approval to use insights externally in articles, conference presentations, and promote above bar performance.
- Inform and shape touchpoint survey refinement
Included with your Package:
Industry Benchmark & Deep Dive Report
Industry insights into the end-to-end experience, identifying where the most impactful opportunities exist across the patient and employee journeys.
Diagnostic Survey Access
Pre-programmed and tested survey instrument accessible to gather your own baseline or boost response for investigation into different populations.
Performance Dashboard
Qualitative Results*
*Available in the Brand Intel Package only
Access to 100k open ended responses explaining why ease, trust scores are low or high to provide examples for what is good.
RevealHX is embarking on a journey to redefine the landscape of healthcare.
We stand at the forefront of a healthcare transformation, leveraging consumer-driven insights and lessons from industries like financial services, hospitality, and retail. Our dedication to innovation, data-backed strategies, and strong partnerships sets us apart, enabling us to unlock an end-to-end customer journey that reveals the total human experience waiting to be discovered.
Our Preferred Partners
Acquis Cortico-X is an experience-led transformation business that partners with clients and technology companies to accelerate the digital change. As experience activists, Cortico-X incubates and commercializes new products while enabling new experiences to both customers and employees through strategic advisory services.
The DRG is a full-service marketing research consultancy that empowers businesses to make clear, confident decisions about their customers, brand, and overall strategy. The DRG delivers best-in-class research programs paired with thoughtful, in-depth interpretation to uncover deeper insights and drive meaningful action. The DRG is certified as a Women’s Business Enterprise.
Pelorus HX enhances both patient experience and provider financial performance by integrating advanced customer engagement strategies into healthcare. Utilizing a broad range of validated data points, we enable providers to forge meaningful patient relationships that boost revenue, reduce costs, and enhance overall experiences. Pelorus HX is a Veteran owned business.
Lets Get in Touch
It’s time to take the leap and help change the healthcare experience for the better.
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