A clearer patient journey, from first enquiry to follow-up.
Connect patient discovery, enquiries, visit preparation, education and follow-up through coordinated content and digital workflows.
- Map
- Agree
- Configure
- Review
What is CXM?.
Definition
CXM is a patient journey management solution for hospitals, clinics, diagnostic centres and healthcare networks. It brings patient communication, digital assistance and staff follow-up together in a more organised way across key care touchpoints.
The challenge it addresses
Patients look for information through websites, online searches, phone calls and WhatsApp. When these touchpoints are disconnected, patients may receive inconsistent answers and staff may struggle to track enquiries or coordinate the next step.
What the solution does.
Support patient discovery
Improve the clarity and consistency of service information across search, business listings and relevant healthcare content.
Manage digital enquiries
Use website and WhatsApp assistants to answer approved questions, capture appointment requests and route enquiries to staff.
Prepare and educate patients
Share appointment reminders, preparation guidance and clinician-approved information relevant to the journey.
Coordinate follow-up
Organise staff tasks, feedback and reporting on enquiries, appointment requests and engagement.
From scoping to rollout.
- Map
Map the patient journey and identify communication gaps. - Agree
Agree on the content, responsibilities and escalation routes. - Configure
Configure the selected channels and workflows. - Review
Review performance and patient feedback.
Who it is for
Hospitals, specialty clinics, diagnostic centres and multi-location healthcare providers seeking more consistent patient communication.
Where it can help
Appointment enquiries, first-visit preparation, test instructions, post-visit education and follow-up coordination.
The value for your organisation
Patients receive clearer information about what to do next. Staff gain a more organised view of enquiries and follow-up responsibilities.
Questions teams ask us.
Can CXM confirm appointments automatically?
CXM can capture appointment requests and route them to staff. Automated confirmation depends on access to the scheduling system, integration and agreed booking rules.
Does CXM provide medical advice?
Digital assistants work within the scope of approved information and service workflows. Clinical questions and situations requiring professional judgement are routed according to the provider’s agreed escalation process.
Make the next step clearer for your patients.
Explore the dedicated microsite or discuss the touchpoints you want to improve.