Reflections from a facebook post
I recently posted new photos of my office staff to my Facebook Fan page, Dr. Pearlman. Yes, I have a Facebook fan page to update friends and interested parties on the latest and greatest in facial rejuvenation. Back to the photos, one “friend” who happens to live in the building where my office is asked “who is the person in the hat.” He well knows it’s the Doorman, Chester Adamik. Chester is the first and last individual patients see when they come and go from 521 Park Avenue. Doormen in a landmark Park Avenue building need to be diplomats and ambassadors, yet support both the physicians and tenants alike.
I posted the staff photo to demonstrate the extraordinary individuals who go into making the patient experience the most comfortable and pleasant possible. It was at a staff meeting that Chester first came up. We were discussing the process for patient consultations: a patient arrives at the office and is greeted by Salma (Reception manager or as a friend refers to this individual, patient experience coordinator.) Kim is also often at the front desk (patient coordinator.) Forms are then filled out, or turned in since they are now available on our website. They are then escorted to my office to discuss why they are here, with a wait that rarely exceeds 10 minutes.
We discuss patients’ goals and desires as well as reviewing their medical history. We then go to the exam room where I examine each individual and we plan their treatment, surgical and non-surgical. For rhinoplasty and revision rhinoplasty, I really like computer imaging as an excellent discussion tool and establish mutual goals for the surgery.
Following my examination and any treatments, patients then meet with Kim in the consult room for scheduling and other business matters. To discuss ins and outs of having surgery, Christine (Plastic Surgery RN) is always available. They then finish with Salma. BUT, on the way out, there is always Chester, the last person they see here, who helps them exit with a smile. He is always extra kind, sensitive and helpful with patients who are bandaged from recent surgery.
We do our best to make every patient’s experience the most favorable possible, from the time they enter the building until they exit, refreshed and more beautiful. Steven J. Pearlman, MD, FACS