Enhancing the Patient Experience

In part one of our blog series highlighting the many ways we are enhancing the treatment experience for patients here at New Eyes, our experienced ophthalmologist and cataract surgeon, Dr. Helga F. Pizio, discusses recent changes within our practice and the importance of providing patients with a unique and positive overall experience.

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Our reception desk and waiting room

Why do you feel it’s important to provide a superior patient experience at your practice?

Patients have often commented that they love their doctor, but they would never go back to that doctor’s practice. At first, I was very surprised to hear this, but then it all made sense when I went to a doctor’s office as a patient and experienced first hand an example of poor office management. If you are a “top-notch” doctor, then your patients expect that your practice will provide them with a “top-notch” experience. This includes not only great medical and surgical care but also that you have well-trained, efficient, and courteous staff, your phones are answered by a caring, live person, magazines in the waiting room are current, you play trendy selected music in the waiting room, and that you have large screen TVs with interesting content.

We live in an internet age where our patients are being constantly exposed to very rich audio and visual content from different media. Our patients are also consumers with choices. Unfortunately, most medical offices have not tried to keep up with the concerns of modern patients today and look the same as they did 20 years ago. We strive to elevate our patients’ experience to reflect the quality of our patient care.

Within the last year, your practice moved to a new facility, added a new cornea specialist, and consolidated with Eye Care Associates of Nevada. Please elaborate on how these additions have enhanced your patients’ experiences.

With the addition of three doctors, we have achieved excellent clinical coverage for the Las Vegas Valley. We now have a doctor at each of our three office locations seeing patients from 8am-5pm Monday through Friday. As a busy ophthalmic surgeon, I operate two days a week at our surgery center and see patients in clinic on the other weekdays. With more physicians at New Eyes, we are able to provide patients with greater access to eye care specialists. I know that even when I am not in clinic, our patients are well taken care of by our experienced eye care team. Also, we have improved our services by bringing on board enthusiastic new employees including front office staff for better phone coverage and technicians to assist doctors during patient exams.

Check back next week for part two of our blog series on Enhancing the Patient Experience. In the next entry, Dr. Pizio talks about how patients have responded to recent changes at the practice, as well as how showing patients videos on our practice IPads can be a vital component in helping them understand their treatment options. Please contact New Eyes for more information, or to schedule a consultation.