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One of the founding principles of my clinic is to deliver a patient experience over and above expectation.
I spend a lot of time thinking about how the clinic is perceived by potential patients, to work out ways that we can deliver a better service, give more relevant information, and increase patient satisfaction.
I often speak about having outcome measures, which is quite common in medicine, but cosmetic surgery is one of those areas that fortunately has very few complications and morbidity associated with it.
It is therefore difficult to get objective outcome measures, such as return to theatre rates, infection rates, or implant failures rates, as these are universally very low, so it is hard to distinguish between practitioners on these bases.
The main outcome measure that I feel we are judged on is patient satisfaction and I think this is an idea that has got room for significant improvement amongst providers of cosmetic surgery and in fact across the medical field.
One of the many unique features of the Staiano Clinic is that we offer a see and treat service.
This means that patients can come to the clinic with a problem that we can treat in our local anaesthetic operating theatre, such as a mole, a cyst, a split earlobe, unwanted tattoo, inverted nipple, or areola reduction and have the procedure done on the same day as the consultation if they wish.
Clearly not everybody would want this and many patients are happy to come for a FREE consultation in the first instance so they know what to expect and then book in for the procedure at a later date.
Of course, this is perfectly reasonable and the way that most medical practices operate.
However, because I own the whole clinic and so control the minor operating room, I can decide what the best use of time in the operating room is.
Classically in any hospital, operating theatre time is the most expensive commodity and so hospitals will aim to maximise efficiency and utilisation of the operating theatre which is best done by having pre-booked operating lists.
A see and treat clinic, when the patients may or may not have a procedure, is not an efficient use of the operating theatre as it could result in the operating theatre being booked out for an hour, and the patient may decide not to go ahead with the procedure for any reason.
However, I see the benefit to patients, particularly if they have a troublesome mole or some other lesion that they know they want to have removed and they do not particularly want to come to see the doctor for consultation and take more time off work to come back to have the procedure, and so while the see and treat clinic is not an efficient use of the operating space, it does result in high patient satisfaction and is therefore achieving the ultimate goal of my clinic to give the best possible result to every patient and to do everything we can to ensure that we can deliver a world class service.
If you book a see and treat appointment with us we ask for £100 deposit to secure the slot and this is fully refundable if you decide not to go ahead with the procedure for any reason, no questions asked.
You can still come and have a FREE consultation with a plastic surgeon and if you remain unsure, simply book in to have the procedure another day or just go and have a think about things.
It is one of the benefits of owning my own clinic that I can make decisions like this.
If the clinic was run by a commercial organisation, this would not be allowed because it is always about the bottom line with profits and efficiencies, and whilst I accept that these are important and realise that I am running a business, I also believe that when we stand out and go the extra mile for our patients it is a move towards my goal of delivering a national brand that stands for quality and service in plastic surgery.
That is my goal and I truly believe we are delivering a world class service and will continue to innovate and grow, so that we can find new ways to give you a better service and make your life a little bit easier.
Coming to a plastic surgery clinic or any doctor’s surgery can be daunting and I have set up the clinic so that it is a calm and peaceful environment that is non-threatening and more akin to a five star hotel than a doctor’s surgery.
I have built the clinic around ethics and values and everyone that works here knows what we are trying to achieve and are aligned with our goals.
I have always wanted to create something that I am proud of and it has driven me throughout my medical career and all the decisions I make.
I am very proud of the service we offer and I can safely say that every decision is made for patient satisfaction, comfort, peace of mind, and expectations at its heart.
The freedom to build the clinic how I want, employ the staff that I choose, and utilise the facilities as I feel best has been liberating and we have been running the see and treat clinic for the last five years now and I believe it is a great comfort and convenience to many patients and so we will continue to do so.
We are always asking for feedback and so if there is anything that you feel that we could do better or differently, please let us know.
We are constantly looking for ways to surprise and delight patients and we are always looking to get a wow factor.
This is right from having the most highly trained surgeons in the country so that the surgical results will be second to none, but also from the moment you walk through the door, meet the staff, and engage and interact with us both in person and in the virtual world with our closed Facebook group for patients and our other social media channels.
If you think you like to come for a see and treat appointment please let us know before booking so we can ensure that we have got enough time, but rest assured that there will be absolutely no obligation to proceed, so if your surgeon feels that you may not be suitable for surgery on the day, or if for any reason you are not sure whether you want to proceed, there is absolutely no obligation and no charge as any deposit paid is fully refundable with no questions asked.
If you have any questions, you can always join me on Facebook where I do a live Q and A every Tuesday at 7 p.m. and I will be available live to interact and discuss any issues.
Feel free to leave a comment below, or drop us an e-mail.