Shareef Mahdavi, Founder and Head CoachMahdavi understood that an inconsistent patient experience can make great clinical care forgettable. PX Movement addresses that challenge through PX90, a patient experience transformation system for the whole healthcare team. Through practical workouts, guided discussions, and a shared playbook, PX90 helps teams take ownership of everyday patient interactions so practice leaders do not have to catch every problem themselves. The goal is to turn those interactions into moments that build trust, support revenue growth, and give patients an experience worth remembering and recommending. Clinical excellence remains essential, but it does not define the entire patient experience. Scheduling appointments, discussing costs and receiving follow-up care can each build or erode confidence, influencing whether patients proceed with treatment, return or recommend a practice. Mahdavi considers patient experience a business strategy, not simply a customer service skill. Healthcare organizations ask patients to entrust them with their health, time and money. To earn that commitment, practices must first demonstrate their own by understanding concerns, removing friction and communicating clearly.
“We don’t want people inspired for 48 hours. We want the organization operating differently 90 days later,” says Mahdavi.
Let the Team Build the Solution
PX90 consists of 12 guided workouts, typically completed over 12 weeks. Each 45- to 60-minute session draws on online materials and a written playbook. Participation extends to everyone, from front-desk staff to physicians and administrators, while practices can adjust the pace, sequence and format.
-
We don’t want people inspired for 48 hours. We want the organization operating differently 90 days later.
The shared understanding proved useful when a plumbing leak disrupted one practice while its manager was away. When the manager asked whether the response met PX90 expectations, staff recognized that repairing the leak was not enough. They closed affected rooms, contacted patients and offered alternative appointments. The question prompted action that considered patients as well as the facility.
Mahdavi sees a reinforcing relationship between employee experience, patient experience and business performance. When staff help develop improvements, they take ownership and work more consistently. Patients gain confidence, leading to better reviews, more referrals and treatment acceptance. Improving patient care and practice performance are complementary goals rather than competing ones.
A Good Practice Discovers Its Blind Spots
An eye clinic with about 30 employees already had a strong reputation, yet its senior surgeon acknowledged overlooked opportunities to improve. After completing PX90 in smaller groups, employees prioritized ideas for the next day, the next two weeks and the next six months.
A year later, the clinic reported that PX90 had become part of how it worked. Employees continued referring to the program, operations ran more smoothly and the practice received more patient reviews. These were longer and more personal, often naming several employees. At a follow-up visit, a receptionist remembered that a patient played bridge and asked whether lens replacement had helped her see the cards better. The exchange showed how personal attention had become the norm among all employees.
One Standard, Many Locations
A healthcare group with nearly 200 employees used local champions to coordinate PX90 across locations. Teams exchanged ideas through Slack, allowing each office to address its challenges while learning from others within a common framework.
As healthcare adopts AI and automation, Mahdavi believes technology can improve efficiency but cannot decide what experience patients should receive. PX90 gives teams shared expectations that guide everyday decisions, including how they use technology. Its emphasis on lasting operational change underpins PX Movement’s recognition as Healthcare Business Review’s Top Patient Experience Training System of the Year 2026.
