Herzig Eye Institute

Posts Tagged ‘Patient Care’

Why Your Surgeon’s Work Environment Matters

by Cherry Tabb | 1 Comment »

Dr. Herzig and I co-founded Herzig Eye Institute because we wanted to combine the very best vision-correction technology, the most skilled eye surgeons, and an organization/culture capable of bringing out the very best in the surgeons.  We knew that if we could create a great work environment for the staff, that the caliber of people we hired would respond by providing excellent visual outcomes in an incredibly comforting, reassuring atmosphere.

A lot of organizations get that one backwards and it never works; you simply can’t expect great customer service and patient care from staff that aren’t experiencing that same level of support from leadership.  Workplace culture ultimately determines quality of work, and any organization that’s known for world class customer service and operational excellence will tell you that, like The Four Seasons, the Ritz Carlton, Cleveland Clinic, for example.

For us, where this really comes through is in the way our surgeons and staff respect patients’ concerns and emotional sensitivity that are a natural and understandable part of eye surgery.  Your eyes are priceless, so of course you’re going to have lots of questions because you want the very best care for your vision.   You should have lots of questions!  And of course you’ll want to talk with the surgeon before hand, to go over everything and have confidence that you are in competent and compassionate hands.

Because our surgeons have access to the most advanced diagnostic and treatment planning technology, coupled with a consciencious support staff, optometrists and surgeons have the tools and the time they need to give patients personalized care.  They can re-check and double check your measurements, your vision history, and really ensure that you walk out with a recommendation that’s right for your unique situation, confident that you know everything needed to make the very best decision.

And you better believe that this matters to the surgeons.  Any eye surgeon capable of performing at the highest levels wants to:

• have control of his/her environment and schedule
• see the positive impact of his/her work on the patients
• know that he’s giving each patient the very best care possible

When great surgeons have those needs met, and know they’re working for a world-renowned institution and doing first-rate work… well, how could that NOT impact their work?  And vice versa.  I simply wouldn’t want to trust my eyesight to a surgeon who didn’t have this kind of work environment.  And I’d highly recommend that you refuse to trust your eyesight to anything less.

Best of all, this level of personal attention that is given to you, to your unique vision requirements, and to the safety of your eyesight is shared by every single member of my staff.  This is something that everyone who walks though the doors experiences at an emotional and visceral level.

At Herzig Eye Institute, we take your concerns and questions very seriously, and we do everything the way we’d want it done if we were the patient – which is why most of the staff have either chosen or recommended us for their own and for loved one’s vision correction.

In contrast, there are a fair number of vision or Lasik centers out there that operate with a high-volume, low-cost business model.  In order to keep their costs down, they often skip over important consultation processes that insure proper recommendations that match the right procedure with the right patient and provide only quick “screenings” to find out who might be candidates.  This can often result in patients not receiving the right treatment.

If you feel rushed through the process and end up with unanswered questions and concerns as a result, you will likely feel nervous.  And you should.  I believe that you owe it to yourself to investigate your options, have things thoroughly explained to you by the surgeon who will be performing the surgery, and have clarity about your options.  This is all part of a normal, informed consent process.

Dr. Herzig and I co-founded Herzig Eye Institute specifically to provide a place that does take you and your concerns seriously and that refuses to compromise on any aspect of that.   And this blog is designed to tackle many of the tough, frequently asked questions we come across.

So please let me extend to you the invitation to post your questions and comments, with that same understanding – we’re not here to dismiss your concerns; we’re here to answer them as respectfully as possible.  What would you like to know?  What worries you about vision correction?  Do you have a question about the differences between two procedures?  I’d love to hear from you.

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Tags: Eye Surgeons, Eye Surgery, lasik, Operational Excellence, Patient Care, vision correction
Categorized under: Medical Decisions vs. Business Decisions | Protecting Your Eyes | The Surgeon-Patient Relationship |