CX Storytime:

Primary Care: A Lesson in CX Zero

When I needed an emergency wisdom tooth extraction this week, I expected stress and long waits. Instead, my oral surgeon’s office delivered a masterclass in patient experience:

• A warm greeting and quick, clear instructions.
• Immediate attention from staff, an on-the-spot X-ray, and a detailed explanation of the procedure.
• Transparent payment options handled seamlessly—right in the chair.
• An efficient, pain-free extraction, followed by pharmacy coordination and a follow-up call the next day.

It was seamless, caring, and stress-free. From start to finish, I was in and out in 45 minutes!

Contrast that with my routine visits to my primary care physician (PCP), where I often encounter:

• Long hold times just to speak to someone.
• Staff who seem frustrated or dismissive.
• Delayed callbacks and a lack of urgency.
• Unclear out-of-pocket costs until much later.

This made me realize: Primary Care is operating in a CX Zero. It’s failing at the basics of customer (or patient) experience—urgency, transparency, and empathy.

PCPs could learn a lot from auxiliary care:

1. Greet patients warmly and communicate clearly.
2. Respect their time—streamline processes and minimize delays.
3. Be upfront about costs to reduce anxiety.
4. Follow up—show patients you care beyond the visit.

Healthcare should be about more than just treating symptoms; it’s about creating trust and ease for patients. It’s time for primary care to deliver experiences that reflect the importance of their role in our lives.

What about you? Have you noticed a similar gap in care? Let me know—I’d love to hear your thoughts! Share it with me!

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This year has been tough—one of the hardest of my career and life—but also transformative. I’ve learned that real change starts with prioritizing yourself. Like the airplane mask rule: you can’t help others until you’ve helped yourself.

Speaking at the iWILL event in NYC reminded me of how far I’ve come on my health journey. I shared what worked for me, from choosing quality ingredients and cutting fast food to small but impactful habits:

• Eat in order: Greens first, then protein, then carbs.
• Skip drinks during meals: They dilute digestion.
• Time your meals: Finish by 8 pm and fast until noon.

This wasn’t just about food; it was about embracing essentialism—focusing on what truly matters and letting go of what doesn’t. Simplifying and prioritizing has been life-changing. That extended to beauty products, my wardrobe, and cleaning supplies, etc.

As the new year approaches, I challenge you to prioritize yourself. Take the first step toward health and self-care—you’re worth it. And if you need a partner, I’m here to help. And if you want me to send you my cheat sheet, send me an email!