Why is it I always dread going to the doctors?  Not only the obvious reasons – I am sick or perhaps will be told I have some sort of ailment after going to my annual physical - but just the overall experience of filling out forms with information my doctor should already know like my name and waiting, waiting, waiting. 

This week, I had my best patient experience ever when I brought my daughter to her first orthodontic appointment.  I was amazed at how the use of some simple technologies could make such a difference and had to question why all of my visits couldn’t be the same. 

When I first entered the office I looked around and immediately saw a difference; Dimmed lights with a warm and inviting atmosphere.  As we approached the reception desk, my daughter was asked to scan her fingerprint. At her next visit she would sign in using her fingerprint.  Next I was handed a set of forms to complete. Yes - the dreaded forms.  I was shocked to find that all of the information I already provided over the phone was pre-populated on the forms.  Next - the dreaded wait. What, no wait?  Within minutes we were in the exam room.  In the exam room I sat at a small conference table across from the doctor’s assistant and watched a YouTube video of a new procedure this doctor uses.  They use robots to bend wires; improving accuracy and decreasing the amount of time a patient is required to wear braces.  Next, the doctor arrived. His assistant opened a template on the computer and began typing in the doctor’s evaluation, recommended treatment and next steps.  Within minutes of the doctor leaving the exam room, his assistant printed out and handed me a very professional evaluation including estimated fees and payment plans.  We reviewed together and agreed to next steps of having more x-rays taken.  She opened a calendar on her computer and sees that there is an opening in the schedule, so she IM’s the x-ray technician asking that she come get my daughter for an x-ray.  Quickly a knock on the door and my daughter was off to receive x-rays. 

Next steps would be a comprehensive consultation to review x-rays, discuss treatment in detail and schedule out additional office visits.  Hmmm, how am I going to fit this into my busy schedule?  Not to worry. No need to come to the office for a consultation. We can do this all remotely using a GoToMeeting.  Great! So we scheduled the appointment and I was asked if I would prefer to receive appointment reminders via text or email.  Next I needed to pay for the x-ray. Using a credit card reader connected to the computer, she scanned my card, I signed a pad and watched my signature appear on the computer screen on a pr-populated receipt, she printed and handed to me. 

At the end of the appointment I was provided a little post card and asked to provide feedback on my experience via their website, which turned out to be a blog used to capture feedback.  The post card also outlined the top 10 things I could do on their website, like helpful hints to calm a pokey wire, check office hours, view videos, securely log in to check my appointment schedule, view x-rays and check my balance. All of this was accomplished in the exam room, no need to return to the reception desk.

I have to say, I was quite impressed as was my daughter. She asked why all doctor visits couldn’t be that fun. Most of these technologies are used by us everyday, however, I have never seen them put into play as a part of my patient experience.  Why is that? 

 
Reta Lock
Chief Technology Officer
Santa Rosa Consulting