Training
Elevating Patient Experience in a Large Orthopedics Practice Through Targeted Training

Background and Challenges
A large orthopedics practice—hereafter referred to as “MetroOrtho”—had long been recognized for its surgical expertise and innovative treatments in joint replacement, sports medicine, and spine care. However, as the practice expanded to multiple locations across a major metropolitan area, new challenges began to emerge. While the quality of clinical care remained high, patient satisfaction scores were plateauing, and anecdotal feedback suggested inconsistencies in customer service, communication, and overall experience.
Leaders within MetroOrtho realized that in a competitive healthcare landscape, an excellent patient experience was just as critical as clinical outcomes. Patients were seeking practices that combined top-tier clinical expertise with empathy, responsiveness, and seamless administrative processes. Moreover, patient reviews on social media and physician rating sites were increasingly influential, with potential patients often basing their decisions on reported experiences as much as on clinical reputation.
Intent on reinforcing a consistent standard of compassionate care, MetroOrtho engaged 1ConsultingSolution to design a comprehensive training program aimed at improving how frontline staff and physicians communicated with and supported patients. The underlying goal was to create a sustainable culture shift—one that aligned every member of the care team around a patient-first mentality.
Assessment and Discovery
1ConsultingSolution began by conducting a multi-phase assessment to fully grasp the practice’s environment and existing workflows:
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Staff Interviews and Focus Groups
The consulting team met with physicians, nurses, physician assistants, front-desk receptionists, and billing personnel to gather perspectives on patient interactions, daily challenges, and perceived gaps in training. These sessions revealed that while most employees cared deeply about patient well-being, they often felt pressed for time or unsure how to best handle difficult patient interactions. -
Patient Journey Mapping
Next, 1ConsultingSolution collaborated with MetroOrtho’s leadership to map out the end-to-end patient journey—from scheduling and registration to clinical consultations, procedures, and follow-up visits. This exercise highlighted several points of friction, such as check-in queues, inconsistent handoffs between team members, and rushed discharge instructions. -
Patient Feedback Review
The consulting team also analyzed patient surveys, online reviews, and internal complaint logs. Recurring themes included unclear communication of treatment options, lack of warmth from some staff members, and extended waiting times that were not always explained or acknowledged.
By combining this data, 1ConsultingSolution was able to identify key themes that would shape the training program: effective communication, empathy, consistency of service, and process efficiency.
Program Design and Objectives
The newly designed training program focused on four core objectives:
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Enhancing Communication Skills
Clear, compassionate communication emerged as the cornerstone of a positive patient experience. Physicians and staff needed specific techniques for explaining procedures, managing expectations, and acknowledging patient concerns in a calm, reassuring manner. -
Developing Empathy and Emotional Intelligence
1ConsultingSolution incorporated modules to help staff understand patient anxieties—especially for surgeries like joint replacement that can significantly impact patients’ mobility and quality of life. Role-playing exercises were introduced to simulate diverse patient scenarios, helping staff practice empathetic listening. -
Streamlining Administrative Touchpoints
Since the patient experience begins before a patient ever sees a physician, the program included a thorough review of front-desk workflows. Best practices for greeting patients, collecting documentation, and providing wait-time estimates were standardized to reduce confusion and frustration. -
Aligning Team Roles and Responsibilities
Many breakdowns in patient experience stemmed from unclear handoffs between medical staff. The training emphasized interdisciplinary collaboration, clarifying each team member’s responsibilities and outlining protocols for effective communication during transitions—such as when a patient moves from the waiting area to an exam room, or from pre-op to post-op care.
Implementation Highlights
1ConsultingSolution deployed the training in a phased approach to minimize disruptions to patient care:
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Frontline Foundations
In the first phase, administrative staff—from receptionists to billing personnel—attended half-day workshops focused on rapport-building, conflict resolution, and managing patient expectations. Short practice scenarios allowed them to experiment with new communication strategies and receive immediate feedback. -
Clinical Team Collaboration
In the second phase, nurses, physician assistants, and physical therapists participated in interactive sessions highlighting mindful listening and consistent messaging. These sessions also addressed the challenges of delivering bad news and setting realistic recovery timelines. -
Physician Engagement
Recognizing that physicians heavily influence practice culture, 1ConsultingSolution provided smaller, specialized workshops tailored for surgeons and resident physicians. Here, the emphasis was on refining patient consultations, communicating procedural risks in an accessible manner, and leading with empathy. Sessions often included video-based simulations to illustrate effective and ineffective communication styles. -
Ongoing Reinforcement
MetroOrtho designated a small team of “Patient Experience Champions” to encourage the principles taught in training. These champions conducted spot checks, circulated success stories in monthly newsletters, and facilitated mini-refresher courses to keep the momentum going.
Results and Key Outcomes
Within six months of rolling out the program, MetroOrtho observed a marked improvement across several key indicators:
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Higher Patient Satisfaction Scores
Patient surveys showed a noticeable jump in satisfaction, with many praising the friendly, attentive nature of both administrative and clinical teams. Comments specifically mentioned better communication about wait times and a more welcoming approach overall. -
Fewer Complaints and Faster Issue Resolution
The number of patient complaints related to communication or administrative errors decreased by 35%. Even when issues did arise—such as a billing discrepancy—frontline staff were better equipped to handle the situation quickly and empathetically. -
Improved Online Reputation
Online review platforms reflected an uptick in positive feedback, contributing to an enhanced public image. The positive sentiment around staff courtesy and clarity of explanation helped differentiate MetroOrtho in a crowded market. -
Enhanced Staff Engagement
Internal surveys revealed that staff members felt more supported and confident in their roles. By standardizing procedures and providing clear guidelines, the practice reduced confusion and minimized workplace stress.
Sustaining the Momentum
Recognizing that cultural shifts require ongoing attention, 1ConsultingSolution worked with MetroOrtho’s leadership team to embed patient-experience metrics into staff evaluations and performance incentives. Regular check-ins and quarterly refresher workshops ensured that the new, patient-centric mindset became a lasting element of the organization’s DNA.
Over time, these continued efforts reinforced a culture where every team member—from the surgeon in the operating room to the receptionist at the front desk—understood their critical role in delivering an exceptional patient experience.
Conclusion
Through a carefully crafted training program that emphasized empathy, communication, and streamlined processes, 1ConsultingSolution helped a large Orthopedics practice transform its patient experience. The outcome was not just an improvement in survey scores and online reviews, but a deeper cultural realignment that positioned MetroOrtho as a leader in patient-centered orthopedics care. By investing in the well-being and professional development of its frontline staff and physicians, MetroOrtho set a powerful example: better patient experiences arise when every member of the organization is equipped—and inspired—to provide top-notch, compassionate care.