Nine Pillars Patient Experience Audit

An expert-led look at every moment that shapes your patient experience.

Patient experience isn't one moment — it's a series of moments that matter. The Nine Pillars Audit evaluates your practice across 8 patient touchpoints and 1 long-term outcome, then delivers a visual dashboard, detailed findings, and a personalized action plan to close the gaps.

8 touchpoints + 1 long-term outcome Expert-led evaluation Personalized action plan

What's Included

Three deliverables that turn insight into action

Every Nine Pillars Audit produces tangible outputs your team can act on immediately.

Visual Performance Dashboard

A clear, at-a-glance view of how your practice scores across all nine pillars — strengths, gaps, and priorities highlighted.

Detailed Findings Report

A comprehensive written analysis pillar-by-pillar — what's working, what's costing you patients, and where to focus first.

Personalized Action Plan

Concrete, prioritized recommendations tailored to your lowest-scoring areas — with the steps your team can take in the next 30, 60, and 90 days.

Executive Walkthrough

A 60-minute review session with your leadership team to walk through findings, align priorities, and answer questions.

The Framework

9 pillars. 3 phases. 1 outcome.

Every interaction across the patient journey shapes trust, loyalty, and growth. The audit evaluates each one.

Phase 1 · Pre-Visit

1

Initial Exposure

2

Inquiry & Scheduling

3

Pre-Visit Communication

Phase 2 · Visit

4

Arrival & Check-In

5

Clinical Encounter

6

Checkout & Exit

Phase 3 · Post-Visit

7

Post-Visit Communication

8

Billing

9

Long-Term Relationship

How It Works

From discovery to action plan in three steps

A structured process designed to fit around your practice operations — not disrupt them.

1

Step 1 · Discovery

Kickoff & Information Gathering

We start with a kickoff call to understand your practice, goals, and pain points. We then collect operational data, review patient-facing channels, and prepare for the on-site or virtual evaluation.

2

Step 2 · Evaluation

Nine Pillars Assessment

Our team conducts an expert evaluation across all nine pillars — including a patient-journey walkthrough, staff interviews, communication audits, and review of key operational touchpoints.

3

Step 3 · Delivery

Findings, Dashboard & Action Plan

You receive a complete report package and walkthrough with your leadership team — including pillar-by-pillar scores, prioritized findings, and a 30/60/90-day action plan tailored to your practice.

Why It Matters

Patient experience drives the metrics that matter.

A culture of care built on accountability, compassion, empathy, and collaboration produces outcomes you can measure.

Retention

Patients who return

Consistent, high-quality experience is the single biggest driver of long-term patient loyalty.

Trust

Confidence in your care

Trust is built across every touchpoint — from first impression to billing to follow-up.

Referrals

Patients who advocate

When patients feel valued, they bring their families, friends, and colleagues with them.

Request Your Audit

Start with a 30-minute conversation

Tell us a bit about your practice. We'll respond within one business day to discuss next steps.

Practice / Organization Name *

Your Name *

Your Role *

Practice Specialty

Email Address *

Phone Number

Practice Size

Preferred Timeline

Which areas concern you most? (optional)

Pre-Visit — Online presence, scheduling, pre-visit communication Visit — Arrival, clinical encounter, checkout Post-Visit — Follow-up, billing, long-term retention Not sure yet — That's why I want the audit

What would you like to address? Optional, but helps us tailor our follow-up conversation.

Your information is confidential and will only be used to coordinate your audit. We typically respond within one business day.

Thank you — your request is in.

We've received your audit request and will be in touch within one business day to schedule your kickoff conversation. In the meantime, feel free to reach out directly if you have questions.

Or book a time now →

Common Questions

What practices ask before getting started

If you have a question that's not covered here, reach out — we're happy to walk you through anything.

How long does the Nine Pillars Audit take?

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A typical audit runs 3–5 weeks from kickoff to final delivery, depending on practice size and how quickly information is shared. Solo and small practices are usually on the shorter end; multi-specialty groups take a bit longer.

How disruptive is the audit to our daily operations?

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Minimal. Most data gathering happens asynchronously, and the on-site or virtual portions are scheduled around your practice flow. Staff interviews are typically 20–30 minutes each.

Will you share findings with our team or just leadership?

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That's your call. We deliver the executive walkthrough to leadership by default, and we can also facilitate a team-wide debrief if you'd like the full staff to engage with the findings and the action plan.

Do you help with implementation after the audit?

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Yes. Many practices engage HMCG for ongoing implementation support after the audit — including staff training, process redesign, and quarterly progress reviews. We can scope this once you've reviewed the action plan.

What does the audit cost?

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Investment varies based on practice size and scope. We'll provide a clear, fixed-fee proposal after our initial discovery conversation — with no surprises and no hidden costs. The free 30-minute consultation is the right place to start.

Have you not taken our free assessment yet?

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If you'd like a quick self-evaluation before requesting the full audit, our complimentary Nine Pillars Patient Experience Assessment takes under 5 minutes and gives you a personalized score across all nine pillars.