Today I spent time with the division of Laser Spine institute that works with patients post-surgery. It was an eye-opening experience to learn how they followed up with all their patients. Andrea Smith, Patient Support Specialist, let me listen in on a few calls as she talked with the patient concerns. She personalized every step of her communication from the day after surgery, when Andrea writes a handwritten card, to following up with them, week 1, 2, 4 and 8.
Next, I met Maya Borofsky and listened in on a few calls that she made to follow up with her patients. Some patients take 3 hours of time to make sure everything is in order, and some take 5 minutes. It’s clear that all Maya wants to ensure is that the surgery and follow up care has been taken the utmost possible care.
Later in the day, I spent time with Danielle Dougherty, who works in marketing to help discuss the images that would best fit for an ad. Then to finish up the day, I met with marketing to work on a project for selecting and updating testimonials. The 2,000 testimonials I read through were really incredible stories about how after mostly years of pain, they finally were back to normal again.