Do you know about - Customer Service Is Good Medicine
Virtual Flight Surgeon! Again, for I know. Ready to share new things that are useful. You and your friends.When a medical practice gets customer service right, it is worthy of examining and applauding. Unfortunately I found myself having this positive service experience at Resurgeons Orthopaedics of Atlanta. I say "unfortunately" due to a nasty break and injury to my arm and shoulder. The brief back story is I had a fall in Mexico, got to visit the international hospital, knew the injury required surgery and left on a flight about 15 hours after the fall.
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We had a good read. For the benefit of yourself. Be sure to read to the end. I want you to get good knowledge from Virtual Flight Surgeon.A friend back in Atlanta worked hard at securing an appointment. Within three hours of arriving back home, I was at Resurgeons. Fortunately I had no reason to have a relationship with them until this accident. My surgeon, Evander Fogle, his assistant Mary Bligh, R. N., and the front office impressed even in the face of my incredible pain. Here is what worked so well in this large busy orthopaedic practice.
- Warm Welcome. My husband and I were met with eye contact and friendliness. The front desk was responsive and attentive. The area was open with none of the usual barriers of glass windows and clipboards slid back and forth between the patient and hidden away staff.
- Expressive and Engaged. The team was personable and treated me as a real person or should I say customer. The receptionist immediately asked what happened, acknowledged my pain and then assured me they would take care of me. The sling from the Mexico hospital visit caught her attention and she humorously let me know they could do better to alleviate the pain. After all this, she moved to the required paperwork. Most medical practices are concerned with paperwork first and foremost, concern for the patient/customer is usually a distant second. Dr. Fogle and Mary continued the warm welcome and engagement. They were efficient but did not give the impression they must get moving to another patient. Both continued the banter of the poor sling and were impressed with my "undermedication" for the last 20 hours. The conversation and examination showed their medical skills and expertise. The medical profession does not require customer engagement however they choose to do it.
- Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs - fast surgery so the healing could begin and I could work with clients for upcoming engagements. I pleaded for permission to travel within an unreasonable amount of time. The doctor (and my husband) prevailed on forbidding that short timeline. However the doctor was responsive with a fast surgery and then reassured me of a recovery that would accommodate work within 5 days. Both offered phone numbers for easy access and reached out with personal calls to check on me after release from the hospital. Again there were real human connections with me the patient/customer. For years, I have talked about "processing the customer vs. serving the customer". This team really serves and connects which creates positive lasting impressions.
Dr. Fogle and Mary know the customer comes first and is the reason for the existence of their practice. Exceptional medical expertise and surgical skills are the given and the expected yet they go beyond to making the customer experience count. My preference would have been to never need Resurgeons however things happen. In this case, I was fortunate to fall into the able hands and care of this medical team. Customer service is definitely good medicine.
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