FQHC Patient Experience: Building a Strategy for Retention and Growth

The results behind the conversation

NOAH’s leaders reported:

• Nearly 11% increase in patient retention after using patient feedback to guide improvement initiatives.
• 10.5% increase in Google and Yelp ratings as the organization expanded its reputation management efforts.
• Service recovery rate reduced from 14% to 9% as training, accountability and improvement practices matured.

Hear how the team measures progress and connects these results to its broader patient experience strategy.

What you’ll take away

A stronger business case for patient experience
Understand how NOAH uses patient feedback in conversations about retention, growth and payer contracts.

A governance model that gives feedback a path to action
Learn how patient experience works alongside clinical quality and risk, with executive and board visibility.

A practical approach to service recovery
Explore how NOAH trains staff, assigns ownership and equips teams to respond with solutions.

A way to prioritize the improvements that matter
See how the team uses survey design, segmented reporting and benchmarks to focus resources on recurring patient concerns.

Hear from NOAH’s leadership

Neighborhood Outreach Access to Health is an Arizona federally qualified health center serving approximately 50,000 unique patients annually across seven locations.

Michael Pearson
Chief Marketing and Community Engagement Officer, NOAH

Liana Brown
Patient Experience and Engagement Manager, NOAH

Moderated by Ajay Singh
Chief Strategy Officer, Q Engage