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New Patient Experience

Discussion in 'Introductions' started by Bref, Oct 4, 2015.

  1. Bref

    Bref Welcome New Poster

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    Hi all,

    I am new to the arena - I recently posted about the 2015 podiatry report that I am working on.

    I thought it may be interesting for me to share a couple of recent podiatry experiences that I have had. It may be useful for some of you practice owners to read about a new patient experience from the patient's perspective. I hope it is...

    I recently went to visit a new podiatrist. I had decided to try a new doc so this was my first appointment with this local practitioner although I had the pleasure of speaking with him directly before my visit (we did a phone interview for the 2015 podiatry report).

    Below is a simple outline of my new podiatry patient experience with 'A Podiatry'. (Please note that the new Doc was not aware that I was making an appointment at his practice - my doctor visit would be totally separate to my podiatry research):

    1. I called the office to set my appointment and was promptly greeted warmly over the phone by a staff member. She took my information, checked my schedule and asked some basic questions. After a couple of minutes, I had my appointment scheduled for the very next week.
    2. Two days out, they called me before I arrived to confirm my appointment.
    3. I arrived at the clinic on time, provided insurance and ID information and completed the new patient forms.
    4. Within about seven minutes I was seated on the podiatry chair and speaking with the medical assistant.
    5. After ten minutes of arrival, I was discussing my condition with the Doc who was polite, friendly and knowledgeable. He made recommendations, treated my toe mildly and took a nail sample, prescribed a treatment and we made arrangements for a follow-up.
    6. Twenty minutes after arriving, I was checking out and scheduling my follow-up.
    7. The next day, I received a thank you and welcoming email and a couple of days after that I received an informative email about the top myths about foot health.
    8. The Doc also called me to check on me and see if I had any questions.

    These steps may seem quite simple but let's consider another recent experience.

    1. I called to set my appointment and was immediately put on hold.
    2. I did receive a phone call to confirm my appointment. in advance.
    3. I arrived at the clinic on time, walked to the hatch and checked in.
    4. After completing the forms and waiting in a crowded room for about twenty five minutes, I was called up and sat in the examination room.
    5. Thirty minutes after arriving, I was discussing my condition with the assistant.
    6. I checked out, asked what would happen next and told that they would contact me when the orthotics were ready and I was told it would take about ten days.
    7. Unfortunately they did not follow up over the following days and it took about three weeks after my appointment util I finally received my orthotics.

    It seems fairly clear which experience was better from the patient's experience.

    The good news is that I do not think it would take too much for the latter podiatry practice to catch up.

    From speaking some highly successful podiatrists lately, I've learnt of some systems and practices that they use to generate success. If anyone is interested, I can share them in a future post...

    As always, thanks for all you do. People with feet like mine are thankful! :)


    Bref McHugh

    PS - Here is a link to the full blog

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