What is patient experience, and how can medical practices improve it?

While quality care remains essential, a friendly atmosphere alone no longer guarantees patient loyalty. Private practices must focus on all aspects of the patient experience to make sure they leave their appointments happy and satisfied.

So, what is patient experience? It's the sum of all interactions a patient has with your practice, covering their entire journey from their first online search to the follow-up after a visit. Think of it as an ongoing loop of access, communication, and feedback.

Patients now demand digital convenience: easy online scheduling, quick access to lab results through a portal, prescription refills, and seamless communication. Meeting these expectations is what turns a one-time visitor into a lifelong patient who actively recommends you to friends and family and leaves positive online reviews.

Below, we explore the overall patient experience and why it’s important. Then we'll share actionable strategies to enhance every patient touchpoint. 

Modern medical practices must juggle many things at once. Not only do you need to deliver high-quality care, but also high-quality customer service. Both are now essential for success. 

The pressure to provide a positive patient experience is growing. While private practices face challenges like staff turnover and rampant burnout, the rising cost of healthcare is accelerating this need. As patients pay more than ever through high-deductible health plans, they expect an experience to match that cost.

A long history at your practice doesn’t guarantee patient loyalty. According to Tebra’s 6th annual Patient Perspectives survey, 82% of patients would only give a provider one or two chances after a poor experience. The survey also reveals the top reasons patients have actually left a practice, including a poor experience with the provider (42%), slow or no responses to questions and concerns (31%), and a negative experience with the office staff (27%).

Investing in the patient experience is about not only offering good service but also supporting a core business strategy that delivers tangible results. Here’s how a patient-centric approach directly benefits your practice.

Patient loyalty is earned through the quality of their experience of care at every touchpoint. A consistently positive journey — from a friendly greeting at the front desk to feeling genuinely heard by their provider — is what convinces patients to return for their care. The top reasons patients see the same provider multiple times are an excellent experience with the healthcare provider (69%) and an excellent experience with the office staff (50%), according to Tebra's 6th Patient Perspectives survey.

Every patient interaction directly impacts your bottom line. A poor experience can drive patients away, while a superior, modern experience can capture new ones. Patient expectations have evolved, and they are now willing to seek out practices that offer better service. Tebra’s survey found that 65% of patients would switch doctors to get modern conveniences like easier appointment booking and better communication, representing a significant opportunity for growth.

Online reviews are the new word-of-mouth, and a great experience drives not just retention but positive online reviews. According to Tebra’s 6th Patient Perspectives survey, 69% of patients said positive online reviews were an extremely or very important factor in their decision to choose a provider.

Tebra’s AI Review Replies can help you respond to new reviews — including on Google — within seconds and strengthen your online reputation. An additional feature, AI Review Insights, gives you the full story behind the real-time feedback to catch issues early and improve patient satisfaction and your reputation. Learn more in the video below.

A superior patient experience boosts patient engagement, which is directly linked to better health outcomes. When patients feel respected and supported by their provider and staff, they are more likely to trust medical advice, stick to treatment plans, and attend follow-up appointments. Simple, positive interactions and clear communication empower patients to take a more active role in their own health.

To retain current patients and attract new ones, practices must evolve their services and technology to keep pace. Here are actionable initiatives your practice can take to meet modern patient expectations and offer a seamless care experience.

Most new patients will find your practice online, so a cohesive, professional presence across your website, social media, and provider profiles is essential. According Tebra’s 6th Patient Perspectives survey, 44% of patients now consider a practice's website when choosing a provider, an increase of 14% compared to the previous survey. 

Ensure your site has a good user experience, original photography, and detailed information about your health services and care providers.

Once a prospective patient researches your practice and decides to book, online scheduling is the next key step. This streamlined flow is what consumers now expect, and it benefits your practice by lightening the administrative load on office staff. Tebra's research shows that 43% of patients say online booking is one of the digital tools that makes the biggest difference in their experience, while 39% name paying bills online.

Modern patient communication is built around accommodating their behavior, and text messaging is key. Tebra's survey found that 48% of patients prefer text message appointment reminders. Furthermore, the inability to easily communicate is a major pain point; 42% of patients report being frustrated when there is no way to message a practice or ask follow-up questions.

Digital intake can make the patient experience flow faster and the front desk more efficient. Tebra's data found that 32% of patients identify digital forms as a tool that makes the biggest difference in their experience. By making pre-visit forms available online through a text, email, or patient portal, you let patients complete paperwork ahead of time and can cut their wait time upon arrival. 

A patient portal also lessens the administrative burden on your team by providing core capabilities. Its most valued feature is clear: 48% of patients — the highest of any digital tool — say accessing lab results or visit summaries online makes the biggest difference in their experience.

Few things are more aggravating for a patient than a long, unexplained wait. It can make them feel that the practice does not respect their time. While appointments sometimes run over, the key is keep waiting to a minimum and, most importantly, keep patients in the loop. The stakes are high: Tebra’s survey found that 51% of patients would instantly consider switching providers due to long wait times.

Ultimately, technology and efficiency serve better human connection and wellbeing. Patients prioritize thoughtful, personalized healthcare providers who make them feel seen and heard. While digital tools support practice growth, patient-centered care remains the most important part of the experience. In fact, Tebra’s survey found that a poor provider interaction is the top reason that 68% of patients would instantly consider switching practices. 

It’s easy to think of patient experience, patient satisfaction, and patient engagement as versions of the same idea. But while closely tied, they are separate entities with their own impact on your practice.

The patient experience is about how the patient is treated along the entire patient journey. It’s a way to add up how many of the things that are supposed to happen do happen.

It encompasses all patient needs and how they’ve been met. Were they able to book the appointment online? What clear communication occurred with the provider? Were billing and payments accurate? These all add up to a patient’s healthcare experience and can be objectively measured. It’s shaped by the technology a practice uses and informed by the organization's culture.

Patient satisfaction is about how patients feel about their experience. It answers the subjective question, "Did my visit meet my expectations?" 

For example, whether or not your practice offers online booking is an objective part of the patient experience. However, one patient who books online may be completely satisfied, while another may find the process frustrating. Satisfaction is their personal, subjective interpretation of the experience.

Patient engagement is the degree to which an individual is invested in and knowledgeable about their own health and medical care. It is influenced by both their experience and their satisfaction. 

Practices can boost engagement by helping patients be equipped, enabled, and empowered. When the experience and satisfaction are high, engagement follows, leading to patients who are more proactive about their health and achieve better clinical outcomes.

As a private practice, you’ve always put patients first. Today, that commitment extends beyond the exam room. Patients now expect the simplicity and convenience of a digital-first world woven into their healthcare journey.

By streamlining the patient experience, you do more than meet modern expectations. You free your team from administrative burdens, allowing you to focus on what truly matters: providing excellent care and helping your patients heal.

Patient experience is the sum of all interactions that shape a patient’s perception of your practice. This includes everything from scheduling and wait times to the quality of clinical care and post-visit follow-up.

Examples range from digital touchpoints like easy online scheduling and a user-friendly patient portal to in-office factors like short wait times, clear provider communication, and the friendliness of your front-desk staff.

The 4 Ps are a framework for improving patient experience: people (your staff’s training and empathy), process (your workflows for scheduling and communication), place (your office environment), and parts (the tools and technology you use).