Why Your Patients’ Experience is the Ultimate Differentiator
Imagine walking into a medical office. It’s clean, efficient, and your doctor is skilled. But something’s missing — the warmth, the personal connection, the genuine sense that you matter.
That missing piece? It’s the patient experience. And according to Shareef Mahdavi, founder of PX Movement and author of Beyond Bedside Manner, it’s the single greatest opportunity for practices to stand out today.
“Medicine used to be judged on bedside manner. Now, it’s the entire journey. Patients remember how you made them feel — long after they’ve forgotten what you said or even what you did.” — Shareef Mahdavi
Clinical Excellence Isn’t Enough Anymore
In the podcast episode “Why Patient Experience Matters More Than Ever,” Shareef dives deep into why today’s patients are different. They’re more informed, more selective, and more demanding than ever before.
They’re not just comparing your practice to other eye surgeons — they’re comparing it to every other service or experience in their lives. Think Apple Stores, boutique hotels, and top-rated restaurants.
This means your clinical skills, while essential, are simply expected. What truly sets your practice apart is how patients feel when they walk through your doors, talk to your team, undergo a procedure, and return for follow-ups.
A New Competitive Reality
- Patients as consumers: They’re spending their own money, often in high-deductible or self-pay scenarios, and they want value that goes beyond outcomes.
- Experience economy: As Shareef often cites, patients pay for time, emotion, and memory — not just the procedure itself.
Word-of-mouth rules: A stellar patient experience fuels positive reviews and referrals. A lackluster one? It drives them straight to your competitor.
Why Shareef Mahdavi and PX Movement Can Help
With decades of experience helping practices transform, Shareef knows exactly where most fall short.
He created PX Movement and the PX Ninety program to give practices a structured, human-centered approach to designing remarkable patient experiences — from the lobby to the exam chair to the post-op selfie.
“You’re not just delivering a medical service. You’re guiding a patient through a personal transformation. They’re the hero. You’re the guide.” — Shareef Mahdavi
PX Ninety does more than teach customer service. It helps align your team, reimagine patient interactions, and create “signature moments” that turn patients into advocates.
Build a Patient-Centered Practice, Step by Step
So where do you start? Shareef breaks it down with three practical shifts:
1. See Through the Patient’s Eyes
Reframe your entire practice as a patient would.
- Is your waiting area (or better yet, reception lounge) welcoming?
- Does your team greet patients by name — before they say it?
- Are you asking redundant questions that make them feel like a chart, not a person?
2. Focus on How, Not Just What
Anyone can offer cataract surgery or LASIK. The experience you wrap around it — empathy, listening, clear communication, surprise moments of delight — is what they’ll rave about later.
3. Engage Your Whole Team
PX isn’t just the doctor’s job. Your front desk, techs, billing staff — every single touchpoint matters. PX Ninety teaches practices how to create a unified culture that consistently delivers an exceptional experience.
Practices That Prioritize PX Thrive
Practices that invest in patient experience don’t just see happier patients — they see better business metrics. Higher conversion rates, more word-of-mouth referrals, and even greater team satisfaction.
“When you turn your focus to loving your patients, everything else changes: your joy in practicing, your team’s morale, and yes, your bottom line.” — Shareef Mahdavi
In today’s world, that’s not a luxury. It’s survival.
Ready to Transform Your Practice?
Your patients have choices. What they’ll remember is how you made them feel.
👉 Take the Patient Experience Quiz to see where your practice stands:
https://pxmovement.com/patient-experience-quiz/
Or explore how the PX Ninety program can help your team build a practice patients rave about.