Healthcare patient experience · Independent interview exercise

Patients don’t think in departments.

They start with a question. I mapped a way to carry that question through search, scheduling and care, including what happens when the first office is full.

Scope: I developed and presented this strategy during an interview process. FENTA did not hire me to consult or implement it. No patient or business results are claimed.

What was happening

Patients see one system. The work was split across teams.

Search, symptom information, scheduling, provider choice, location and follow-up could each work on their own while the overall path still felt disjointed.

The question I asked

Why should the patient have to figure out how we’re organized?

The proposed patient path

Keep the original question in view.

Approved information and scheduling rules guide the next step, from a patient’s first question to the right care and follow-up.

Question
Understand
Match
Schedule
Alternate location
Visit
Follow up

AI can help with information and routing, not diagnosis. Physicians approve clinical language. A person handles uncertainty or red flags. Clinical and operations leaders keep control of schedules, staffing and appointment inventory.

From the interview presentation

Three moments from the strategy.

Presentation slide showing that patients search for relief in ordinary language — Patients start with questions and symptoms, not specialty labels.

Presentation slide showing how an alternate location could help when one office is full — If one office is full, another location may help.

Presentation slide outlining a two-physician pilot — A small test uses approved language and clear escalation.

How I proposed testing it

Start with two physicians for 60 days.

A limited pilot could help leaders see whether the path supports patients and staff before expanding it.

Before launchSet a baseline

Days 1 to 14Set the rules

Days 15 to 45Try the path

Days 46 to 60Review and decide

Source and scope

This proposal was based on public information. FENTA did not implement it, and internal operating data was not available. The original interview presentation is retained privately. No FENTA patient, revenue or performance results are claimed.