INTERESTING
Much attention nowadays in all aspects of business, from retail to consulting, focuses on the customer. In healthcare, we historically have been truly behind the times in thinking from the customer or patient side of things. Even the structure where there is a waiting room and appointments scheduled that usually do not run on time, seems archaic. It may be time to think like a patient.
For our organization at Ortho Rhode Island, what does that mean?
First, we should be listening to what our patients need and want. That has to be less anecdotal and more data driven which is why we have followed customer service surveys in all our offices including evaluating physical therapy. We note trends both positive and negative in certain offices and then try to streamline and standardize processes so that everybody in the organization can benefit.
Other examples are changing call system and phone structure so that patients can get a voice and not a machine when they call. This has been difficult in most healthcare organizations and usually a huge bone of contention but we are working strongly for it.
As healthcare emerges from the ancient history models that were developed many years ago and into a digital age, we as healthcare providers and leaders must utilize social media for education purposes, use cell phone and smart phone applications to make appointments and follow up on reports and imaging, utilize telehealth services to make our patients more comfortable, and many more.
Medicine and health care have and will continue to develop into more transparent and choice driven decisions. Only the organizations that adapt and develop will continue to thrive to provide the services to our patients.
Lastly, we need to empower our teams no matter what level to address patient concerns quickly and swiftly.
Please contact me if you have suggestions for our services.
Dr. Michael Bradley
President & CEO, Ortho Rhode Island
