Patient Experience Playbook

Delivering a great patient experience isn't just good service — it's smart strategy. From the moment a patient seeks care to their final bill, every interaction shapes how they perceive your medical practice. MGMA’s new Patient Experience Playbook is your essential guide to improving outcomes, increasing satisfaction, and making your practice stand out.

Exclusive to MGMA Members

This playbook is available only to MGMA members as part of our commitment to equipping you with the tools, data, and strategies you need to lead with confidence.

What's inside

The Patient Experience Playbook offers step-by-step guidance and best practices across every key touchpoint:

• Patient Communication — Build trust with empathetic, clear, and proactive communication.
• Appointment Scheduling and Wait Times — Reduce frustration with optimized templates and digital scheduling.
• Patient Education and Engagement — Empower your patients with tools and information that drive better outcomes.
• Digital Experience — Use portals, chatbots, and automation to streamline care.
• Patient Safety & Quality of Care — Create safer, error-free experiences through rigorous protocols.
• Physical Environment and Comfort — Shape a more welcoming, accessible, and stress-free environment.
• Financial Experience — Simplify billing, pricing, and payment processes to reduce patient anxiety.
• Satisfaction and Feedback — Learn how to measure and continuously improve the patient experience.