New Podiatry Patient Experience – The Patient's Perspective

Last week, I went to visit?my podiatrist. We’ll call him ‘Dr. K’ who owns ‘A Podiatry’.

It was my first appointment with this local practitioner and I was impressed before I got to his office. I had the pleasure of speaking with him directly before my visit (we did a phone interview for the free podiatry report) and?I got to know him a little better; about how he approaches not only his podiatry business but how he approaches life.
I was changing from another clinic that I used to visit and as you read below you can?understand why I was changing podiatrist?and the importance of a great patient experience, or customer experience if you will.

Podiatry practice – an extension of the practitioner

A business, and certainly a brand, is an extension of oneself in many ways and I was pleased to see that Dr. K was doing things right. ‘A?Podiatry’ is quite well known in Tampa – it has a good reputation and is advertised effectively to get in the minds of potential patients.
Below is a simple outline of my new podiatry patient experience with ‘A?Podiatry’. (Please note that Dr.K was not aware that I was making an appointment at his practice – my doctor visit would be totally separate to my podiatry research of course):

1. I called the office to set my appointment and was promptly greeted warmly over the phone by a female staff member. She took my information, checked my schedule and asked some basic questions regarding?my ailment. In about two minutes, I had my appointment scheduled – I was booked in for the very next week with one of the associate Doctors, ‘Dr.C’.
2. Two days out, a staff member called me before I arrived to confirm our appointment.
3. I arrived at the clinic on time, provided insurance and ID information and?completed the new patient forms. The open-office style meant that multiple staff members could interact which was a nice touch.
4. After sitting down for a couple of minutes to complete my forms I was called up.?Within seven minutes I was seated on the podiatry chair and speaking with the?medical assistant.
5. Within ten minutes of arrival, I was discussing my condition with Dr. C. My ailment involved trauma on my big toes, mainly due to my soccer activities (and combative approach to the game!). The Doc 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 arrival, I was checking out and scheduling my follow-up.
7. The next day, I received a thank you and welcoming email from ‘A Podiatry’ and a couple of days after that I received an informative email about the top myths about foot health.?The Doc even called me to check on me and see if I had any questions.

These seven steps in my new patient experience may seem quite simple. But let’s consider another recent experience. This podiatry appointment with ‘B Podiatry’ was regarding my toes and orthotics:

1. I called to set my appointment and was put on hold. Not great.
2. I did receive a phone call to confirm my appointment.
3. I arrived at the clinic on time, walked to the hatch and checked in with insurance details and ID.
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. She was also polite, friendly and knowledgeable. I was measured for orthotics and she checked my toes also – “probably trauma from soccer” so not too much we could do.
6. I checked out, asked what would happen next and told that they would contact me when the orthotics were ready. “About how long?” Approximately ten days I was told. No problem.
7. I received no follow up over the following days and actually called them myself when I did not hear back over fourteen days later. It was about three weeks after my appointment that I finally received my orthotics (which fit great).

It is clear which experience was more satisfactory from the patient’s perspective. ‘A Podiatry’ are A-Players in the podiatry segment and it’s not by accident. ‘Dr. K’ and his team have implemented systems and specific measures to ensure patient satisfaction and achieve success.
But it would take an awful lot to improve?’B Podiatry’ and enhance their provisions of patient experience.
Stay tuned for an upcoming post on tips to improve the podiatry patient experience, using experience from successful podiatrists and including marketing insights also to help boost positive patient feedback.
What are your thoughts? What challenges are you experiencing in your podiatry business? What is your secret sauce for success??Schedule an interview or take the 2018Podiatry Report Survey.