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For Your Health
Rx for Happy Patients:
FOLLOW THE
GOLDEN RULE
By William Leone, MD
rom the moment I launched my practice
more than two decades ago, I have made a
Fpoint of evaluating each patient’s experience
from their perspective, not mine. Their experience
begins long before they arrive at my office,
typically with Googling me and spending time on
my website, where they find a great deal of
helpful information. If they like what they see, the
next step is calling my office to schedule an
appointment. A friendly, personal greeting and a
helpful response from a real person gets the
relationship off to a healthy start.
I never lose sight of the fact that trusting a surgical
team requires a leap of faith on the part of the
patient. It is then up to my team and me to deliver
an experience that validates the trust they have
placed in us. Respect for their time plays a major
role. Long waits in a doctor’s reception area are among the Health care surveys reveal that price is not the primary
most common patient gripes and can be eliminated with more criterion when choosing a surgeon. Most patients are far
realistic scheduling of the doctor’s time. And speaking of time, more concerned about two things: the doctor’s competency
patients want a doctor who takes the time to listen attentively and the overall personal experience they have with the doctor
as they describe their symptoms and concerns. and members of the staff.
Patients also tell us they want a doctor who respects what COVID-19 has forced surgeons and their teams to perfect the
they say, actively listens as they describe their issues and asks art of providing trusted and reliable care both in the office
questions to find out more. They want a responsive support and via telemedicine appointments. Whether we meet with
staff that welcomes them, makes them feel comfortable and patients in person or virtually, our prescription for happy
expedites their requests. patient experiences remains the same: We treat our patients
as we would like to be treated ourselves.
As I see it, the foundation for a mutually respectful
relationship between a patient and a surgeon is as basic as If you would like a personal consultation,
the Golden Rule: Do unto others as you would have them do please contact our office at 954-489-4584 or by
unto you. Respect their time, address their questions and email at LeoneCenter@Holy-cross.com. n
concerns. Show them you care. It may sound simple, but most
of us have experienced medical offices that fall short.
12 The Landings & Bay Colony