Our Services
Healthcare Patient Experience & Access Consulting
In healthcare, customer experience is patient experience. Every interaction, from finding care and scheduling an appointment to navigating referrals, getting questions answered, and receiving follow-up support, shapes how patients experience the organization. Our healthcare experience spans health plans and payers, pharmacy organizations, health systems, and patient access operations, giving us a broad view of the operational systems that shape healthcare experiences. Our work with healthcare organizations has also been recognized with a Silver Stevie® Award.
CH Consulting Group helps healthcare organizations strengthen the operations behind those interactions, aligning people, processes, technology, and performance systems to improve patient access, operational performance, and the overall patient experience.
Patient Experience: Every Interaction Matters
In healthcare, customer experience is patient experience. From the first call or digital interaction through scheduling, referrals, and ongoing support, every touchpoint shapes how patients experience your organization. We identify the operational friction that makes access harder and help create a more consistent patient journey.
Operational Performance: Build the Systems Behind the Experience
Better patient experiences require strong operations behind them. We align workforce management, quality, training, workflows, data, and leadership accountability to improve performance while giving teams the structure they need to consistently support patients.
Strategy & Technology: Align Investment with Outcomes
Technology should support the way your healthcare operation actually works. We help leaders evaluate current systems, strengthen data and workflows, advance AI maturity, and build strategic roadmaps tied to patient access, operational performance, and measurable business outcomes.
Why It Matters
Patient Experience Starts with How Access Works
In healthcare, patient experience is shaped long before care is delivered. Scheduling, referrals, wait times, communication, and the ability to navigate care all influence how patients experience the organization.
Strong patient access operations create the foundation for better experiences and better performance. CH Consulting Group focuses on the people, processes, and technology behind those interactions, helping healthcare organizations reduce friction, improve access, and build more consistent experiences across the patient journey.
Our Expertise
People
The people behind patient access shape the experience patients have with your organization every day. Strong performance requires the right staffing, training, leadership, and accountability systems to support both patients and the teams serving them.
- Workforce management to align staffing and schedules with patient demand
- Quality assurance and coaching to improve consistency, performance, and patient interactions
- Training and development that prepares teams for complex scheduling, referral, and access workflows
- Leadership and performance systems that create clear expectations, visibility, and accountability
Our Expertise
Processes
Patient access depends on workflows that make it easier for patients to move through the system. We help healthcare organizations identify friction, standardize operations, and improve coordination across access points and service lines.
- Scheduling and referral workflows that improve access, timeliness, and appointment conversion
- Primary, specialty, and surgical service processes that support more consistent patient navigation
- Routing, escalation, and communication workflows that help patients reach the right resource with less friction
- Operational governance and performance management to create consistency and accountability across teams, regions, and service lines
Our Expertise
Technology
Technology should make it easier for patients to access care and easier for teams to support them. We help healthcare organizations align technology, data, and workflows with the operational realities of patient access and experience. For healthcare organizations exploring AI, we also help assess and strengthen the operational conditions needed to advance AI maturity.
- Contact center and patient access technology aligned to scheduling, referrals, routing, and communication needs
- Digital self-service and omnichannel access that give patients more effective ways to navigate care
- Data, reporting, and operational visibility that help leaders understand performance and make better decisions
- AI maturity and technology strategy grounded in clear workflows, reliable data, workforce enablement, governance, and measurable outcomes
additional reading
See Patient Experience Transformation in Practice
See how CH Consulting Group helped a healthcare organization strengthen patient access operations by addressing the people, processes, and technology behind the patient experience.
The work earned a Silver Stevie® Award and demonstrates how a stronger operational foundation can support more consistent, measurable patient experiences.
Contact Our Team
Strengthen Patient Access and Patient Experience
Let’s talk about where operational friction is affecting access, performance, and the patient experience. CH Consulting Group works with healthcare leaders to identify what is getting in the way and build a practical path forward across people, processes, technology, and performance.
Whether the challenge is scheduling, referrals, workforce performance, fragmented operations, technology, or preparing for AI, we’ll start with what is happening in your operation today.