How DOCS Dermatology moved patient experience and protocol adherence together
Clinical staff shifted patient-facing and compliance behaviors in parallel in a 45-day behavioral execution program
Backstory
DOCS Dermatology is a multi-site dermatology group serving patients across numerous locations. The organization had invested in both patient experience training and clinical protocol compliance, with dedicated teams owning each priority.
The transformation they were running targeted patient experience behaviors and protocol adherence in parallel. It mattered because these two outcomes had always been treated as competing priorities, and nobody could prove whether improving one came at the cost of the other. The organization needed a system that could move both at once and measure whether both were actually improving.
For the first time, we could see behavior changing in real time, not just hear about it in quarterly surveys.
The Challenge
Patient experience and protocol adherence were treated as separate problems at DOCS Dermatology.
Siloed teams. One team owned satisfaction scores. Another owned compliance. Nobody had a system that moved both at the same time.
No system to move both. Each priority had its own training, its own metrics, and its own owners. Improving one didn't guarantee the other would move.
No way to prove tradeoffs. Nobody could prove whether improving patient experience came at the cost of protocol adherence, or vice versa.
Traditional training would treat these as separate problems and move them separately, risking progress on one at the expense of the other.
How Kyper Made It Stick
DOCS Dermatology ran a 45-day behavioral execution program that targeted patient experience behaviors and protocol adherence in parallel, built on the Kyper platform. Each day brought a specific, observable action tied to how clinical staff interacted with patients and how they followed clinical protocols.
Clinical and experience outcomes are not a tradeoff.
Built from their playbook
Kyper Studio turned DOCS Dermatology's clinical and experience standards into a 30-step behavior path targeting patient experience behaviors and protocol adherence in parallel. Each step was a specific, observable action clinical staff could take that day.
Daily steps in the flow of work
Kyper Shift delivered five minutes a day, embedded in the flow of care. Each step was a specific, observable action tied to how clinical staff interacted with patients and followed protocols.
Real-time behavior data
Kyper Dashboard captured a baseline of how staff were actually behaving before the program started. Forty-five days later, they measured again. Both outcomes moved in the same direction, in the same window, with data behind both.
When you build the right behaviors into daily work, both move together.
The Results
In 45 days, clinical staff measurably shifted both patient experience and protocol adherence, with before and after data proving both moved together.
+41% patient experience. Patient-facing behaviors improved significantly, with staff building consistent habits around how they interacted with patients.
+38% protocol adherence. Clinical protocol adherence improved in parallel, proving that better patient experience doesn't come at the cost of compliance.
88% engagement. Clinical staff stayed engaged across the full 45 days. That's proof that clinical and experience outcomes can move together when you build the right daily habits.
The program proved that patient experience and protocol adherence are not competing priorities. When you build the right behaviors into daily work, both move together, and you can see it in the numbers.
Voice of the Participants
For the first time, we could see behavior changing in real time, not just hear about it in quarterly surveys.
We stopped treating patient experience and protocol adherence as competing priorities. The program proved both can move together when you build the right daily habits.
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