# The Patient Experience Strategist

> The Patient Experience Strategist is a weekly newsletter that helps healthcare leaders use AI and technology to build a more equitable, human-centered patient experience.

This file provides information about The Patient Experience Strategist to help large language models understand and reference this publication's content.

## Posts
- [Why Patients Ghost Your Practice](https://thepatientexperiencestrategist.com/p/why-patients-ghost-your-practice): It's rarely the care. It's the moments nobody owns. Here's the math, and what to fix first.
- [She Loved Her Doctor. She Left Anyway.](https://thepatientexperiencestrategist.com/p/she-loved-her-doctor-she-left-anyway): The 4.4 minutes around the visit decide more than the visit does.
- [Fewer Than Five Hands Went Up in a Room of Senior PX Leaders](https://thepatientexperiencestrategist.com/p/fewer-than-five-hands-went-up-in-a-room-of-senior-px-leaders): Episode 1 of the interview series: Rick Evans, 30-year Chief Experience Officer, on turning patient experience from a value into an operation.
- [Your Practice Doesn't Have a Marketing Problem. It Has Leaks.](https://thepatientexperiencestrategist.com/p/your-practice-doesnt-have-a-marketing-problem-it-has-leaks): Five quiet leaks drain $100,000 to $400,000 a year. Most owners buy ads to replace patients they never had to lose.
- [Your Operations Report Is Your Patient Experience Report](https://thepatientexperiencestrategist.com/p/your-operations-report-is-your-patient-experience-report): The numbers that predict who churns aren't in your experience survey. They're already on your operations dashboard, filed under something else.
- [She Proved Who She Was Five Times. You Still Don't Know Her.](https://thepatientexperiencestrategist.com/p/she-proved-who-she-was-five-times-you-still-don-t-know-her): HIPAA requires verification. It never required interrogation.
- [78% satisfied. 80% gone.](https://thepatientexperiencestrategist.com/p/78-satisfied-80-gone): Your patients can like the care and still walk.
- [HCAHPS Wasn't Built for the Job We're Asking It to Do](https://thepatientexperiencestrategist.com/p/hcahps-wasn-t-built-for-the-job-we-re-asking-it-to-do): HCAHPS measures one thing well. It doesn't measure trust.
- [The $320B Your Equity Strategy Is Leaving on the Table](https://thepatientexperiencestrategist.com/p/the-320b-your-equity-strategy-is-leaving-on-the-table)
- [The Question to Ask Your Frontline Staff Tomorrow](https://thepatientexperiencestrategist.com/p/the-question-to-ask-your-frontline-staff-tomorrow)
- [Healthcare Spent $1.4 Billion on AI Last Year. At IPX, Almost Nobody Talked About It.](https://thepatientexperiencestrategist.com/p/healthcare-spent-1-4-billion-on-ai-last-year-at-ipx-almost-nobody-talked-about-it)
- [The words you use when no one is selling to you](https://thepatientexperiencestrategist.com/p/the-words-you-use-when-no-one-is-selling-to-you)
- [The Climate Case for Trust-Centered AI](https://thepatientexperiencestrategist.com/p/the-climate-case-for-trust-centered-ai)
- [WHAT OVER 1,000 HEALTHCARE LEADERS ARE REALLY ASKING ABOUT TRUST](https://thepatientexperiencestrategist.com/p/what-over-1-000-healthcare-leaders-are-really-asking-about-trust)
- [Your Contact Center Already Knows Which Patients Are Leaving.It Just Isn't Measuring That.](https://thepatientexperiencestrategist.com/p/your-contact-center-already-knows-which-patients-are-leaving-it-just-isn-t-measuring-that): The complete trust measurement system. All five signals. One architecture. And a live event where we put it into practice.
- [THE COMPLETE TRUST ALGORITHM](https://thepatientexperiencestrategist.com/p/the-complete-trust-algorithm): The complete trust measurement system. All five signals. One architecture. And a live event where we put it into practice.
- [The Equity Multiplier: Why Trust-Building AI Captures the $320B Underserved Market](https://thepatientexperiencestrategist.com/p/the-equity-multiplier-why-trust-building-ai-captures-the-320b-underserved-market)
- [The 3A Model: Your AI Isn't Broken. Your Strategy Is.](https://thepatientexperiencestrategist.com/p/the-3a-model-your-ai-isn-t-broken-your-strategy-is): I called a provider two weeks ago to get pricing on two procedures. Still waiting. That silence just cost them a patient -- and I did the math.
- [Where Trust Goes to Die: Why Revenue Cycle Is Your Hidden Loyalty Killer](https://thepatientexperiencestrategist.com/p/where-trust-goes-to-die-why-revenue-cycle-is-your-hidden-loyalty-killer): I called a provider two weeks ago to get pricing on two procedures. Still waiting. That silence just cost them a patient -- and I did the math.
- [TRUST SIGNAL #5: Recovery](https://thepatientexperiencestrategist.com/p/trust-signal-5-recovery): The Paradox That Turns Angry Patients Into Advocates
- [TRUST SIGNAL #4: PROACTIVITY](https://thepatientexperiencestrategist.com/p/trust-signal-4-proactivity): The Outreach You Didn’t Send Cost You a Patient
- [TRUST SIGNAL #3: CONTINUITY](https://thepatientexperiencestrategist.com/p/trust-signal-3-continuity): Can You Tell Me Your Date of Birth Again?
- [Trust Signal #2: RESOLUTION](https://thepatientexperiencestrategist.com/p/trust-signal-2-resolution): The Most Trust-Dense Moment in the Patient Journey
- [Trust Signal #1: ACCESSIBILITY](https://thepatientexperiencestrategist.com/p/trust-signal-1-accessibility): I Spent an Hour Going Nowhere in San Francisco. Your Patients Do the Same Thing.
- [The Trust Algorithm](https://thepatientexperiencestrategist.com/p/the-trust-algorithm): 5 Signals That Predict Loyalty Before Your Survey Does
- [5.55:1. That's What Your Patient Experience Investment Actually Returns.](https://thepatientexperiencestrategist.com/p/5-55-1-that-s-what-your-patient-experience-investment-actually-returns): Why clinical value and financial value don't have to be different conversations.