How to Find Unique Ways to Enhance the Patient Experience and Exceed Expectations


Dr. Jennifer Palombi, Senior Manager of Professional Education and Development at CooperVision, led the discussion for the premier episode of Easy P-Viewpoints. To kick off this first episode, Palombi invited two 2021 Best Practice Honorees to engage in a conversation surrounding unique ways to enhance the patient experience – Dr. Nicolette Scott, Founder of Broadview Eye Center in Ohio, and Dr. Bryan Heitmeyer, Founder of Clearvue Vision Center in Kent, WA.

Dr. Scott and Dr. Heitmeyer believe today’s patients have a certain level of expectation when it comes to their healthcare experience, and that includes accessibility.

With today’s on-demand world of shopping online and the ability to conduct services and transactions over a smartphone, it’s natural that patients want that same level of instant access with their healthcare.

“[For example,] it’s being able to get a hold of them if they have a question or after hours,” Dr. Scott said, adding that she’s noticed these trends in patients growing.

Dr. Heitmeyer said eye patients were looking to give providers their business, but it was essential to not overlook stating the value that the practice will bring to a patient. “If they don’t know what you do or how you do things differently, they automatically go to price shopping.”

Part of what a practice can do to differentiate itself from the competition is to innovate how it treats the patient experience. One step Dr. Scott took was to undergo personality assessments with her entire staff to better understand how to relate to each other and to the individual personalities and needs of their patients.

Something Dr. Heitmeyer said made a big difference in his practice was allowing patients the ability to schedule their appointments online, a convenience offering that his patients love. Online contact lens ordering and ordering reminders have been other wins for Dr. Heitmeyer’s practice.

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