Independent new patient experience audits
Good First Visit puts itself in the shoes of someone trying to become your patient. We test the steps between finding your practice and getting that first appointment, then show you where the experience becomes confusing, slow or difficult.
What seems straightforward inside your practice can be surprisingly hard for someone trying to become a patient. They don’t know which appointment to pick, what to ask, where to find information or what happens after they get in touch. Because your team already knows how everything works, these obstacles are easy to miss.
01
Can someone understand your services, find the right provider, get basic information and know what to do next?
02
Can someone reach the right person, get a clear answer and understand the next step?
03
After sending an inquiry, does the prospective patient know what happens next? Is scheduling clear?
04
Are confirmations, instructions, expectations and arrival details communicated clearly?
Illustrative examples of what we look for, not claims about any particular practice.
We don’t just review your website or ask your team how the process works. We go through the steps ourselves, document what happens and show where it could be clearer or easier.
01
What does someone encounter when they first find your practice?
02
What happens when someone tries to contact your practice?
03
What happens after an appointment is requested or booked?
Included in a standard audit: remote testing of your website, approved inquiry scenarios and the messages that follow. Only by agreement: in person observation, patient conversations or any review of internal systems. We never record calls or access patient information without authorization.
A defined service with a clear end point, not a long consulting engagement.
We agree on the practice, location, services and patient scenario to evaluate.
We work through the agreed journey: your website, inquiry channels, scheduling and the messages that follow.
We capture evidence, note where things get confusing or slow, and map the experience.
We walk you through a clear assessment with prioritized recommendations your team can use.
An audit should show you more than a list of best practices. It should show what a prospective patient runs into, where it gets difficult and what would make it better.
Sample audit · Hypothetical and illustrative
Maple & Linen Aesthetics
A fictional medical spa. New Patient Experience Audit, findings summary.
| What we tested | What we found | Why it matters | Priority |
|---|---|---|---|
| Booking a first lip filler consult online | Four similar consult types; only one shows a price | Patients may stall or pick the wrong appointment | High |
| An after hours website inquiry | No response until the following afternoon, and no voicemail | Prospective patients may move on to another practice | High |
| Finding the price of a treatment | Website says “call us”; the front desk gives a clear range | Evening browsers leave without the answer | Medium |
| Messages after booking | No arrival details; forms from an unfamiliar sender | First time patients arrive unsure and unprepared | Medium |
Finding 01
BookingHigh priorityEvidence
Finding 02
Inquiry and responseHigh priorityEvidence
Finding 03
Pricing informationMedium priorityEvidence
Finding 04
First visit preparationMedium priorityEvidence
Everything in this sample is hypothetical. Maple & Linen Aesthetics is not a real practice, and no real patient, client or result is shown. In a real audit, every finding is traced to something we observed, tested or were given by the practice.
Fixed prices, agreed scope, no subscriptions. Each one is useful on its own.
1
What does someone actually experience when they find your practice online?
$950
About 1 week, fully remote
A focused review of your digital experience: the things that could make someone hesitate, get confused or struggle to take the next step.
What we examine
What you receive
2Core offering
Understand what it’s actually like to become a patient at your practice.
$2,500
About 2 weeks, fully remote
We experience your practice from the first website visit through inquiry, scheduling and first visit preparation, and document what works, where it breaks down and what your team may be overlooking.
What we examine
Everything in the Digital First Impression Check, plus:
What you receive
Optional: short, consented conversations with 2 to 3 patients your team invites, to hear the experience in their own words.
Patient conversations happen only with each patient’s consent and a signed Business Associate Agreement with your practice. Your staff invites patients, so we never pull names from your records.
Request an audit3
Turn the findings into a better experience.
From $5,000
About 3 to 6 weeks, depending on scope
Optional, focused UX and service design support for practices that want help fixing what their audit found. Each project is scoped around those findings.
What we examine
What you receive
Book within 30 days of your New Patient Experience Audit and $1,000 of your audit fee comes off the price.
Request an auditRunning more than one location? We’ll scope an audit that covers each site.
Talk to usYour team uses your systems every day. They know where to click, who to call and what information to give.
A first time patient starts from zero. They don’t know your internal processes or terms. They only know what your practice tells them.
An independent review shows the gap between how your team believes the experience works and what someone actually encounters. We document what we see and give your team a clear picture of where small changes could make a difference.
Good First Visit applies user experience research and service design to the experience of becoming a patient.
Our team brings user experience and service design expertise from a range of industries, from big tech to healthcare. We look at how people move through services, information, communication and processes, then find ways to make those experiences clearer and easier.
Our approach combines firsthand observation, usability evaluation, journey mapping and practical design recommendations. More on our approach
We design standard audits around publicly available information, approved test inquiries and materials your practice chooses to share.
We don’t need access to your EHR or patient charts for a standard engagement.
If a project ever needs protected health information, the right agreements, permissions and safeguards are put in place before anything is shared.
Independent, appointment driven healthcare and wellness practices. Our focus is medical spas, aesthetic practices and other specialty clinics where becoming a patient involves several steps, decisions and conversations.
The experience someone has when trying to become a patient: your website, service information, contact pathways, inquiry process, scheduling and pre visit communication. The exact scope is agreed before the audit begins.
No. A standard audit doesn’t require access to patient charts or your EHR. We work with public facing materials, approved test scenarios, redacted examples and aggregate numbers where relevant.
With your approval, yes. We run test inquiries using scenarios agreed with you in advance, so we can see the real inquiry and response experience. Testing is scoped and authorized before it begins.
That’s fine, and common. We can still examine the experience itself. Where data isn’t available, we separate what we observed from what we’d be assuming, and explain what you’d need to measure to judge the commercial impact.
No. We independently assess the experience, show you where it gets difficult and recommend improvements. We don’t guarantee a financial outcome or a change in bookings.
Every audit includes recommendations and a prioritized plan your team can act on alone. If you want help, the Experience Improvement Sprint is a separately scoped, optional project.
About 1 week for the Digital First Impression Check and about 2 weeks for the New Patient Experience Audit, once the scope is agreed. An Experience Improvement Sprint usually takes 3 to 6 weeks.
Find out what someone actually experiences when they try to become your patient.
Or email [email protected]