An appointment with a surgeon can be a stressful experience when you’re in pain and struggling with impaired mobility. Even if you’ve done your research and are well prepared for the appointment, don’t be surprised if you forget some of the details of your consultation by the time you get home. Even if you’re paying careful attention, it’s tough to absorb and process details when you’re feeling vulnerable and your health is on the line.
It’s not an overstatement to contend that communication is as fundamental to successful outcomes as surgical skills. It has a profound effect on patients’ results and overall satisfaction with the care they received.
At The Leone Center for Orthopedic Care, consistent communication through the surgical journey always has been a priority and is more important in today’s healthcare environment than it ever has been before. Patients are going home the day of surgery or shortly thereafter and are playing a bigger and more active role in their recovery. They expect and deserve to have important information and careful instructions regarding what to expect and their involvement in their care. And while it might seem as though the Internet, email, teleconferencing and all the marvels of modern technology should make communication among doctors, patients and their families easier, that is not necessarily the case. Successful communication is not necessarily a function of technology. Rather, it is our commitment to see the surgical experience through our patient’s eyes and deliver this information through optimal but friendly patient-tailored communication protocols with informational resources in place.
Our website is our communication “home base.”
In addition to my surgical skills, I sincerely believe that our caring environment and commitment to communicating with you and your caregivers distinguishes The Leone Center for Orthopedic Care from other hip and knee replacement specialists. On our website, you and your family will find a wealth of information about our expertise in hip and knee replacement surgery, including complex cases, along with the many relevant blog posts I’ve written, videos, patient testimonials, brochures to download and an abundance of helpful information about how our office operates. We realize that selecting the correct surgeon is the most important decision that a patient must make and we want you to have as much information as possible at your fingertips to make an informed choice.
Why we are considered a “concierge practice.”
We refer to ourselves as a “concierge practice” because of the extraordinary level of personalized care we provide. Communication begins with your first call to our office. Your call will be answered by a “real person”, not an automated response or a remote call center with a long hold time. A friendly member of our team, right here in our office, will answer your questions, book your appointment and know you by name from that point onward.
When you arrive at our office, you will not walk into a waiting room packed with people who arrived before you, as we make every effort to space timely appointments with minimal waits. At least before Covid 19 you were offered a beverage, like coffee or tea, and we are all hopeful we can resume this courtesy soon. You are also provided a brochure about our practice, available in English and Spanish. My team is made up of individuals who have all worked with me for many years and are all fully engaged with your care. Their focus is to make every part of your experience with our practice as smooth, safe and worry-free as possible.
Listening to our patients, respecting and responding to their concerns, is a hallmark of our practice.
That includes many stops along the surgical journey, such as having a clear understanding of your symptoms and expectations, providing you with a clear understanding of your diagnosis and recommended treatment, making sure your family and caregivers have the information and instructions they need to participate in your recovery after surgery, and helping to manage the various administrative steps from scheduling through discharge and follow-up. My team shares my commitment to address these and other needs and concerns promptly, professionally and efficiently, whether the concern is clinical or administrative.
Effective communication is essential to any successful business, but much more so in healthcare, where communication failures can compromise your surgical outcome and negatively impact your experience. Is it possible to be a good surgeon and a bad communicator? Perhaps. But in my opinion, every aspect of my practice depends upon clear and consistent communication and I wouldn’t have it any other way.
We thank you for your readership. If you would like a personal consultation, please contact our office at 954-489-4575 or by email at LeoneCenter@Holy-cross.com.