A strategic guide to optimize each touchpoint in the patient experience.

📌 How to Use This Template

• Use this as a live document with your team
• Review each phase quarterly
• Track KPIs and adapt based on results
• Pair this with your CRM, email platform, or booking software

🧭 The 5-Phase Patient Journey

Each phase includes: goals, key metrics, channels, pitfalls, and clear action items.

1. Awareness

How people discover your clinic.

• Goals: Educate. Build visibility.
• Touchpoints: Website homepage, SEO blog, social media, ads, community events
• Metrics: Website visits, social follows, content shares
• Tool Tip: Use Google Search Console and Google Analytics

🔧 Common Pitfall: Overly technical language

✅ Action Steps: