Case Study: a regional urgent care provider improves patient experience and increases visits with Big Village

Improving Patient Experience to Increase Visits and Loyalty

Big Village worked with a regional urgent care provider that was expanding its footprint and services. The provider wanted to stand out in a market where patient choice is driven mainly by convenience, distance, and expected wait times, and it saw an opportunity to differentiate through a better patient experience.

Big Village designed and deployed a multimodal research program to assess brand awareness, map the patient journey, and evaluate performance across key touchpoints. Based on those insights, Big Village helped the client improve practices, processes, and patient-facing touchpoints, while tracking progress and sharing positive changes with the market. Transactional patient experience scores rose at both the brand and clinic level, brand reputation improved, and several underutilized clinics saw increased visits and revenue.