The New Reality of Patient Experience in 2025
Wow—here we are in 2025! This spring marks 20 years since I accepted an invitation to visit Vance Thompson Vision in Sioux Falls, South Dakota. At the time, I was several years into my consulting career, advocating for doctors to demonstrate greater value for their services rather than rely on fee discounts to attract patients.
Dr. Thompson and I shared a belief that technology and life-changing outcomes alone weren’t enough to sustain and grow market demand for refractive surgery. There was something missing—a critical piece of the puzzle that many doctors overlooked.
What we identified then remains true today: patients have customer needs that are just as important as their clinical needs.
The rise of social media and online reviews transformed how patients choose their doctors. Today, the rules have changed, and physicians must rethink their approach. It’s no longer enough to provide great medical care—you must also deliver an exceptional experience.
Why Patient Experience Matters More Than Ever
Consider this: when patients research doctors online, they aren’t just looking for credentials. They’re searching for signs that a practice will treat them with care, respect, and attention.
- Online reviews and word-of-mouth referrals carry more weight than ever before.
- First impressions start online—your website, social media presence, and digital footprint must reflect a modern, patient-centered practice.
- Customer service is now healthcare service—patients expect the same level of engagement and convenience they get from top consumer brands.
Doctors who recognize this shift are winning in today’s competitive healthcare landscape. Those who ignore it? They risk becoming irrelevant.
The Vance Thompson Vision Success Story
One of the best examples of patient experience as a growth strategy is Dr. Vance Thompson’s journey.
Twenty years ago, his practice was a single-location team of 26 employees. Today, it has expanded into a thriving network across six states with nearly 500 team members.
What fueled this growth? A relentless focus on patient experience and team culture.
Dr. Thompson understood that medical expertise is expected, but what truly differentiates a practice is how patients feel throughout their journey—from booking an appointment to post-treatment care.
Introducing PX Ninety: A New Way to Elevate Your Practice
If you’re a doctor looking to improve your patient experience, PX Ninety is the starting point.
PX Ninety isn’t just another training program—it’s a 90-day transformation framework designed to help doctors create standout patient experiences that:
- Build stronger patient loyalty
- Increase word-of-mouth referrals
- Differentiate your practice from competitors
- Help you connect with patients on a deeper level
This is far more than a New Year’s resolution. Doctors who have completed PX Ninety describe it as both a motivator and a playbook for lasting, positive changes in their practice.
Are You Ready to Take the Next Step?
The future of healthcare isn’t just about clinical outcomes—it’s about creating an experience that makes patients feel valued, heard, and cared for.
You’ve already invested in cutting-edge medical technology. Now, it’s time to invest in the patient experience.
Join us in PX Ninety and discover what’s possible.