I wanted to thank you and the team for the excellent experience I had five weeks ago with my hip replacement surgery. I had a knee replacement 2 years ago with all the process and lead times of a Silicon Valley hospital. I must admit I was a bit nervous when Dr. Harrell called and said “Dr. Karch will fit you in next week for surgery and by the way he specializes in computer navigated anterior hip replacement. Only 15% of hip replacements are done this way and he is very good at it."
So I’m driving 250 miles from home to have a hip replacement in a ski resort town. I had to look up the word anterior. I couldn’t escape the image of a robotic arm with scalpel in hand connected to a computer in the basement and Dr. Karch was going to perform the surgery from Hawaii while on vacation. Then, as any great cousin worth his salt would do to another cousin, he told me that Dr. Karch wanted a few warm-up patients because of the Covid layoff which is why you are getting in next week. You gotta love family and doctor humor.
Twenty minutes later you called and the first thing you said was let’s get you a great hip. Wonderful lead off message and since the usual doctor’s office consultation wasn’t and option, I very much appreciated the time you took on the phone to explain the specialty and benefits of the procedure. I knew I was getting a high-performance hip from an expert doctor, so I got in the car a week later and drove to Mammoth feeling very good. Thanks!
I’d like to recognize your admin and surgical teams which is a very important part of the patient experience. One week wasn’t much time to battle insurance companies, test Covid, and complete all the prep to get me into surgery. No worries, Letti and Tina took over and delivered an executive concierge service. Be here at this time and we’ll handle the rest.
When they rolled me in to the operating room, I looked at the mechanical contraption with ski boots and gave your two OR nurses my best you gotta be kidding me look. They read me well and the jokes began to fly. One of them grabbed the saddle horn between my legs and said “you know what this is for?” and I went under laughing. Great team Doc.
Two weeks after the surgery you called to check in and tell me you were leaving on a backpacking trip and wouldn’t be able to communicate, “call Britt my PA if you need anything”. High touch and personal! My doc shared his vacation plans and gave me a hot line to his number two. One of the most overlooked and impactful part of a great customer experience is what happens after the cash register rings. Especially in your line of business when the end product is a person.
The devil’s in the details. You run a great ship Dr. Karch. Please pass my appreciation on to the team for a job well done.
I wanted to thank you and the team for the excellent experience I had five weeks ago with my hip replacement surgery. I had a knee replacement 2 years ago with all the process and lead times of a Silicon Valley hospital. I must admit I was a bit nervous when Dr. Harrell called and said “Dr. Karch will fit you in next week for surgery and by the way he specializes in computer navigated anterior hip replacement. Only 15% of hip replacements are done this way and he is very good at it."
So I’m driving 250 miles from home to have a hip replacement in a ski resort town. I had to look up the word anterior. I couldn’t escape the image of a robotic arm with scalpel in hand connected to a computer in the basement and Dr. Karch was going to perform the surgery from Hawaii while on vacation. Then, as any great cousin worth his salt would do to another cousin, he told me that Dr. Karch wanted a few warm-up patients because of the Covid layoff which is why you are getting in next week. You gotta love family and doctor humor.
Twenty minutes later you called and the first thing you said was let’s get you a great hip. Wonderful lead off message and since the usual doctor’s office consultation wasn’t and option, I very much appreciated the time you took on the phone to explain the specialty and benefits of the procedure. I knew I was getting a high-performance hip from an expert doctor, so I got in the car a week later and drove to Mammoth feeling very good. Thanks!
I’d like to recognize your admin and surgical teams which is a very important part of the patient experience. One week wasn’t much time to battle insurance companies, test Covid, and complete all the prep to get me into surgery. No worries, Letti and Tina took over and delivered an executive concierge service. Be here at this time and we’ll handle the rest.
When they rolled me in to the operating room, I looked at the mechanical contraption with ski boots and gave your two OR nurses my best you gotta be kidding me look. They read me well and the jokes began to fly. One of them grabbed the saddle horn between my legs and said “you know what this is for?” and I went under laughing. Great team Doc.
Two weeks after the surgery you called to check in and tell me you were leaving on a backpacking trip and wouldn’t be able to communicate, “call Britt my PA if you need anything”. High touch and personal! My doc shared his vacation plans and gave me a hot line to his number two. One of the most overlooked and impactful part of a great customer experience is what happens after the cash register rings. Especially in your line of business when the end product is a person.
The devil’s in the details. You run a great ship Dr. Karch. Please pass my appreciation on to the team for a job well done.
- Placerville, CA