In this solo episode, Dr. Kevin Christie explores how to elevate the patient experience by minimizing friction across every touchpoint in the care journey. Framing the patient experience around three pillars—clinical outcomes, service, and hospitality—he zones in on service and introduces a checklist-driven approach to creating a friction-free experience.

From online scheduling and prompt communication to streamlined payment systems and staff responsiveness, Dr. Christie outlines best practices and common pitfalls. He shares tips on integrating technology like compatible EHR systems, two-way texting, online paperwork, and welcome videos, plus how to manage the revenue cycle efficiently to avoid insurance-related frustrations.

You'll also hear about the value of storing payment information, pre-scheduling full treatment plans, and crafting seamless referral and follow-up systems—all aimed at reducing friction and enhancing retention.

He closes with a challenge: audit your practice’s friction points and take targeted action.