Most companies have customers. We have patients. It's different. Way different. Patients don't feel well, and they feel vulnerable. They are more likely to be short with us, to be irritable, to not be the best version of themselves. (Remember the last time you were sick? Or when your kid was?)
At Remedy, we put the need of the patient first, then we consider the Remedy team, and lastly ourselves. (This gets into our #humility core value as well). Look, a lot of health care companies say they are patient-centered. A lot of hospitals say they put the patient experience first. But does this look like putting patient experience first?
No, it doesn't! That's because they talk the talk, but they don't walk the walk. At Remedy, we really are obsessed with patient experience.
What does that look like?
- We come to you! Rest at home, and we will send a licensed medical provider to your home. Or pop one up on your smartphone.
- Want to talk to a nurse? We got you covered. Oh, and did I mention it was free?
- We interact with patients how, when, and where they want it. Chat, social media, email, phone. Video or house call. It's all about what they want.
- Coming to our clinic? Book online, and skip the wait.
A while back, there was an interesting piece in the New York Times Magazine about "the placebo effect". Now that we have genomics and functional MRI and other research tools, we are beginning to see that the placebo effect is a very real thing, and can be replicated. In the article, they break down a specific study for acupuncture for patients with IBS that had three treatment arms.
- Sham acupuncture (didn't actually pierce the skin) and very little interaction between provider and patient.
- Sham acupuncture and a meaningful amount of provider-patient interaction.
- No treatment
As you would expect, patients in the first two arms did better. But what was interesting was the group with lots of provider-patient interaction did even better. There is a drama that plays out between us and our patients.
From the article:
"The placebo effect is a biological response to an act of caring; that somehow the encounter itself calls forth healing and that the more intense and focused it is, the more healing it evokes."
When we go to someone's home, sit on their couch, pet their dog, comment on their home decor or the beautiful tree in their yard... all of those things are not just nice things to say and do. They are actually contributing to a patient's healing! Instead of the placebo effect, I like to think of it as "The Remedy Effect". It's the reason why Remedy gets over-the-top reviews all the time. It's because that caring and compassion that brings you to someone's home actually gets them feeling better!