Gabriela Ciupitu, founder of Customer Experience Romania and a globally recognized leader in Customer Experience (CX), launches PXcellence, the first integrated program for patient experience excellence in Romania. The initiative provides medical organizations with a concrete framework through which patient interactions become a measurable competitive advantage, directly impacting performance and sustainability.
The project was developed together with Ana Maria Andreescu and Angela Călianu, specialists in strategy, organizational culture, and medical leadership. In 2023, Gabriela Ciupitu was named the most influential global expert in Customer Experience, further consolidating her role as an innovator and thought leader.
What PXcellence Brings
The program targets hospitals, clinics, medical laboratories, and pharmacy networks that aim to enhance their competitiveness through an integrated approach. Structured on three levels – strategic, tactical, and operational – PXcellence involves executive management, medical teams, and front-office staff. Its goal is to generate a coherent and sustainable transformation in how patients perceive medical services.
To measure impact, the team developed dedicated tools: PX Assessment, Patient Journey Mapping Toolkit, and PX ROI Calculator. These tools link patient experience to key financial indicators such as loyalty, staff retention, and profitability.
Key benefits include:
- Increasing loyalty and referrals,
- Reducing costs through lower staff turnover and fewer complaints,
- Improving operational efficiency,
- Strengthening reputation as a reference medical brand.
The Need for a New Standard in Healthcare
In Romania, despite major investments in infrastructure and technology, patient satisfaction has declined. Before the pandemic, satisfaction exceeded 90%, but recent analyses show it has dropped to 83%. At the same time, patients are more informed and more involved in medical decisions, pushing healthcare organizations to rethink their operating models: from standardized services to a truly patient-centered organizational culture.
“I have seen how Customer Experience has redefined competitiveness in banking, retail, and telecom. Healthcare now has the same strategic opportunity. PXcellence provides a clear methodology and concrete tools that turn patient experience into a business metric – loyalty, reputation, staff retention, and sustainable profitability. I believe the future of healthcare systems will be built not only through investments in technology and retaining renowned doctors, but also through a people-centered organizational culture,” said Gabriela Ciupitu.
Professionalizing Patient Experience
PXcellence introduces in Romania methodologies already validated in mature industries such as banking, retail, and telecommunications. The program marks an important step toward professionalizing patient experience as a strategic element of the medical industry.
“PXcellence moves patient experience from the exclusive domain of medical treatment and doctor-patient interaction to an additional area of integrated services, omnichannel communication, and empathetic approaches. When you position a medical brand correctly and design the patient journey end-to-end, the impact is visible in retention rates, organic referrals, and operational efficiency. This is the standard we propose to the market,” Gabriela Ciupitu added.
With the launch of PXcellence, Romania takes a step toward aligning with international trends, where human and operational excellence becomes a critical long-term competitive factor. The program marks the beginning of a new stage for the healthcare system: a stage in which patient experience is recognized as an essential component of success.
Photo: smark.ro
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