How One Practice Transformed Patient Experience with PX Ninety
 As featured in the latest issue of Cataract and Refractive Surgery Today (CRST)
👉 Read the full CRST article here
In today’s patient-driven healthcare climate, clinical outcomes are no longer the sole benchmark of success. Patients increasingly evaluate care through the lens of their experience—how they’re welcomed, how clearly things are explained, and how deeply they feel cared for.
That’s exactly the insight that drove Vista Eye Specialist to rethink how they deliver care.
While their reputation for surgical excellence was well-established, Vista wanted to elevate the experience that wrapped around those outcomes. They partnered with PX Ninety to do just that.
What is PX Ninety?
PX Ninety is a 12-week experiential framework created by Shareef Mahdavi. It blends behavioral science and consumer experience strategies to help medical practices reimagine how care is delivered—from the first phone call to long after treatment is complete.
At its core, PX Ninety believes that better experiences lead to better outcomes. It’s not about adding bells and whistles. It’s about intentionally shaping every interaction to reflect empathy, purpose, and professionalism.
Educational Takeaways from Vista Eye’s Journey
- Start with Why: Ikigai as a North Star
Before changing systems or signage, Vista aligned its culture using the Japanese concept of ikigai—a reason for being. This philosophical foundation encouraged team members to connect with their own “why,” fueling a sense of purpose in daily tasks.
- Customize the Journey
Vista crafted playbooks tailored to the unique dynamics of each of their 18 locations. Instead of a rigid checklist, they created a flexible framework that respected local nuance while maintaining consistency in care standards.
- Train for Connection, Not Just Competency
Empathy and listening took center stage in staff development. Training exercises—like role play, story-sharing, and reflective dialogue—helped shift the team’s mindset from task-oriented to relationship-driven.
- Make Moments Matter
One standout initiative was the Ikigai Journey Box—a post-surgery keepsake gifted to LASIK patients. It included their surgery-day glasses, a keychain made from surgical disposables, and a handwritten note. It wasn’t about giveaways—it was about honoring transformation.
- Operational Simplicity Supports Emotional Sophistication
Vista didn’t just focus on feelings. They addressed friction—tightening up scheduling, communication flows, and internal processes to create a smoother, calmer patient experience.
The Measurable and the Meaningful
Yes, the data points moved—Vista saw more positive Google reviews and greater patient retention. But the most powerful feedback came in the form of renewed team morale and heartfelt patient stories.
“This transformation isn’t just about numbers—it’s about how people feel about their care.”
Why It Matters Now
Whether you’re running a single-location clinic or managing a multi-site network, your patients are comparing your care to their best recent experience—maybe at a boutique hotel or a luxury retailer.
PX Ninety helps healthcare teams close that gap, not by copying hospitality, but by cultivating presence, empathy, and purpose in every interaction.
Want the Full Breakdown?
👉 Read the full case study featured in CRST:
PX Ninety & Vista Eye Specialist – Full Article (PDF)
