In the modern field of aesthetic medicine, the patient experience is no longer limited to the therapeutic procedure itself but extends to every point of contact with the clinic. From the first phone call to the completion of treatment and post-treatment follow-up, every stage of the patient journey is a critical factor in the quality of services provided.

City Med

On Saturday, 28/03/2026, we at UpMyBusiness had the pleasure of completing the first stage of our collaboration with the City Med medical centers, a member of the Affidea group, by training the teams of clinics in the Attica region.

The Training Program

The training program included modules covering phone call management, consultation processes, patient check-in & check-out, and follow-up procedures. All members of the four City Med medical centers (Athens, Alimos, Patision, Peristeri) participated, including dermatologists, aestheticians, nurses, administrative staff, and the marketing team. Their combined efforts transformed the training into an exceptional “think tank,” where interaction and the exchange of insights and experiences yielded significant findings and led to the creation of a comprehensive plan for future actions.

Steps of the Training Seminar

We began by recognizing that at each stage of the patient journey, there is an opportunity to turn a passive patient into an active one. Next, we followed the patient’s journey starting from the first phone call—the initial point of interaction with the clinic—moving on to actions that enhance patient loyalty. In this way, we mapped all touchpoints that could benefit from further improvement during the patient journey.

Finally, we discussed in detail the standard operating procedures of a clinic designed to increase active patients, revenue, and patient satisfaction. All recommendations were tailored to the culture and goals of City Med.

Goals

The goal of this training seminar was to understand all the stages that make up the complete patient experience at City Med.

Challenges

The absence of a comprehensive strategic plan leads to missed opportunities, and the resulting lost revenue translates into additional stress for the team.

Our Method

The approach followed by UpMyBusiness is based on investigating existing processes across the six steps of the patient journey and analyzing, in collaboration with the team, the optimal way these processes should function.

The Outcome

Upon completing our training sessions, we identified targeted adjustments that will further enhance an already well-designed and effective patient journey.

We sincerely thank the management for trusting us with this important project aimed at further developing the centers, as well as the entire team for their participation in the highly productive brainstorming sessions that culminated in a growth strategy for the upcoming months.

‍