Patient Experience: A New Doctor

A NEW DOCTOR, A NEW PATIENT EXPERIENCE

A young woman moved to a new house, several miles from her old apartment. This move meant her current doctor’s office was no longer a convenient drive from her house. She was not dissatisfied with her current doctor, but decided to try a doctor closer to her new home, simply to reduce her driving time to appointments.

When she visited the new doctor, she complained about getting migraine headaches, and was promptly prescribed a new medication to help with her headaches. After her visit, she went directly to the pharmacy to fill her new prescription. Filling this new prescription sent an alert to her previous doctor, making him aware that she was seeing a new physician and that she had been prescribed a new medication.

To the patient’s surprise, her previous doctor called her.  He expressed that he cared about her health and wellbeing and that he wanted her to know that the new migraine medication could potentially cause complications with her existing medication. The former patient was shocked that her previous doctor had taken the time research her new medication (and how it would react with her existing medications), and that he cared enough to tell alert her of its dangers, even though she had changed to a new doctor. Despite the longer drive, the patient decided to no longer see her new doctor and to return to her old one.

CUSTOMER SERVICE TAKEAWAYS

  • The patient felt as though her previous doctor truly cared for her, even outside of their formal business relationship.
  • The new doctor lost credibility in the patient’s eyes for not properly researching the migraine medication.
  • The patient decided it was worth driving longer to a doctor who provided good, trustworthy, and caring service.