Elevating Patient Experience Scores with Hospitality-Inspired Care
From 65 to 90: Elevating Patient Experience with Hospitality-Driven Communication & Service Recovery
A large urgent care operator was struggling with patient loyalty, reflected in a Net Promoter Score (NPS) below 65. This not only lagged behind industry benchmarks but also showed up publicly in low Google ratings, averaging in the 3s. They turned to GHS to design a solution rooted in hospitality — where every patient interaction, from check-in to follow-up, was intentional, impactful, and designed to earn trust.
The Challenge
Patients didn’t feel heard, and staff lacked the tools to respond with consistency or empathy. Without structured feedback or a framework for communication, service recovery was inconsistent and negative experiences showed up in low ratings, hurting both retention and new patient acquisition.
The Solution
GHS implemented a digital Voice-of-the-Customer (VOC) program alongside a hospitality-driven communication framework. This framework was built to transform the entire patient journey — making every touchpoint, from front desk to follow-up, intentional and impactful. Staff were trained to respond to feedback with empathy, while leadership received transparent reporting and accountability tools.
The Results
NPS increased from
<65 to 90 in just 3 months
Surpassed the industry
benchmark of ~75
Average Google review increased from 3 to 4.4
3x increase in positive online reviews and patient referrals
Staff gained confidence through structured, hospitality-focused communication
This team showed us how to turn feedback into opportunity. Patients feel cared for, staff feel supported, and our reputation finally reflects the experience we strive to deliver.