The Closed Loop Patient Experience Has Become a Non-Negotiable

As patient expectations continue to evolve, the demand for more intuitive and supportive healthcare experiences is higher than ever.

Today’s patients expect more than just functional care—they want care that is accessible, responsive, and tailored to their needs. Healthcare is embracing a more connected approach, with technology playing a central role in empowering patients to take an active part in their care.

Jenna Hagan, Director, Application Specialists at NextGen Healthcare, understands the potential of this transformation. Drawing on her experience as a practice administrator and patient, she knows the importance of creating a complete care experience that benefits both patients and providers. “We have to stop thinking in pieces and start thinking in full journeys,” she says. Below, Hagan explores how the NextGen® Closed Loop™ Patient and Practice Experience is reshaping care by closing the gaps between patients, providers, and technology.

Q: NextGen Healthcare is helping practices and providers reimagine the patient journey by empowering patients to take a more active role in their care. Why is this so important?

Hagan: Historically, the patient journey has been fragmented, and healthcare technology hasn’t always served us well. It often places the burden solely on the patient or the practice to manage everything from paperwork and scheduling to payments. Rarely does it support both equally. For example, some systems might automate messages asking patients to fill out forms electronically, but staff still have to enter the information into the system manually. Reimagining the patient journey means adopting a balanced, transformative approach that considers the needs of both the patient and the practice.

The right approach and technology create a more meaningful and streamlined experience, reducing the workload for staff and allowing patients to feel more engaged and supported throughout their care. This also encourages patients to take an active role in their health because they feel heard and can access care more easily.

Q: Why is it so crucial that practices keep up with evolving patient expectations around access to care?

Hagan: Healthcare has evolved tremendously over the past few decades, from paper charts to EHRs and Meaningful Use criteria, along with MIPS reporting and quality measures. Now, the patient and provider experience is evolving rapidly as science and technology advance, and we must meet the rising expectations around this transformation to ensure access to care improves.

For example, I recently moved to another state and signed up with four new healthcare providers. It was a challenging experience—one that required multiple phone calls to confirm appointments, stacks of paperwork, and even receiving 13 emails within an hour to set up a password. These frustrations are common, and if practices don’t keep up, they risk losing patients and providers. Patients may cancel appointments or not return due to the complicated process, and providers, in turn, will see their schedules suffer. It’s no longer negotiable: We must make access to care easier for patients while ensuring that providers have the support they need.

Q: What are the components of the NextGen® Closed Loop™ Patient and Practice Experience?

Hagan: The closed loop is comprised of five key areas: access, intake, visit, care coordination, and health management. This journey, supported by a single, integrated platform, encompasses both the patient and provider experiences. It starts from the moment a patient schedules an appointment and extends all the way through to billing and collections. The platform includes AI-powered documentation for providers, automated payment collections for back-office staff, and claims processing through a clearinghouse. All elements of this technology are integrated and work seamlessly together. Whether it’s the patient interacting with the system, the provider using it, or the practice tracking data, everything is connected, removing the need for staff to switch between systems or manually enter data.

Q: How does an effective closed loop experience contribute to better outcomes for patients and providers alike?

Hagan: A well-executed closed loop experience reduces inefficiencies, cuts administrative burdens, and allows providers to focus more on patient care while offering patients convenient access. The result? Greater engagement, higher satisfaction rates, and improved operational efficiency. Patient access is one of the most important buckets of the closed loop because it sets the stage for an integrated experience all the way through. For example, when a patient completes an electronic form, it should automatically flow into the system, allowing for uninterrupted, meaningful face-to-face interactions with their provider. Ambient listening technology further enhances this experience by automating documentation, freeing providers from hours of charting so they can focus on patient care.

We’ve seen significant results with this approach and technology. One client saw a 54% reduction in no-shows after implementing our integrated platform, which uses text messaging to simplify scheduling—34% of patients are more likely to reschedule through text. The technology is intuitive, recognizing responses like “yes,” a thumbs-down emoji, or “reschedule,” which automatically triggers a text with the next available appointments.

As healthcare leaders, it’s important to consider our own experiences as patients. This perspective helps us identify opportunities and prioritize solutions. Vendor consolidation is also crucial. The more fragmented your systems are, the more difficult it becomes to maintain them. A truly effective closed loop system is about integrating technology that works seamlessly to support both patients and providers.