Outlining a patient experience

If you could design the ideal patient experience for a
primary care doctor’s office what would it look like? Map each of the patient
touch points beginning with the patient recognizing the need to visit a primary
care doctor. Don’t forget important touch points in all three of the processes,
people, place and process.  Take the patient all the way through
follow up care and resolution of the payment for the health service. Bullet
format for each touch point will help us follow your map.

AND, most importantly – Remember the Why! What does this
mean to a patient and why a healthcare administrator cares about this?

Also, Can you describe Press Ganey and/or HCAHPS – What
are they and what do they mean to you as a Healthcare Marketer (How would you
use them)!?