Over the past two months, I’ve had the “privilege” of being a consumer of healthcare services, and let’s just say I’m underwhelmed. I’m left with the distinct impression that the two different urology specialists I saw are still living in the last century in terms of the total “customer experience” they provide to their patients.

Why? Let me illustrate -

Wait Time: F

With the specialist I’ll call “Dr. Adams,” I had to wait an average of 45 minutes in the waiting room past my scheduled appointment time, then another 15-20 minutes in the “little room” aka exam room. I went to see a second specialist whom I’ll call “Dr. Baxter,” and the length of time spent waiting was about the same, only worse. Worse because in that case I asked the receptionist how long th wait would be, and she said only about 20 minutes.

So, I’m left wondering – (1) Why can’t doctors function somewhat closer to schedule, (2) why can’t they call or text me ahead of time and tell me to come 15-30 minutes later if they are running late, and (3) why can’t the staff help manage my expectations by providing a more accurate answer when I ask about the waiting time?

Personal Communication by the Doctor: A

Both doctors were good at this. They sat down and made eye contact. They asked relevant questions and took notes. They conveyed medical information clearly and directly (as I would expect). They also asked if I had questions and answered with responses that sounded honest and were helpful. They laid out the alternatives and risks. I appreciated all of that.

Discharge Instructions: F

After a biopsy, which was done under general anesthesia, I was given no discharge instructions in writing and was only told verbally not to drive for the next few hours. There was no indication that there might be some unpleasant side effects or aftermath to the procedure, which, unfortunately, I had to find out on my own.

Follow-Up Communication: F

The doctor’s office where I went for my biopsy had me fill out a new sheet indicating whether I wanted follow-up phone calls made by their office to my business, home, or cell numbers, and whether or not they were permitted to leave a message on any of these numbers. Well, they must have lost the sheet. They did the opposite of what I requested!

Secondly, only some five days after my biopsy did someone from the doctor’s office call to say that I was supposed to get a prescription and start taking the meds right away! The person was gracious enough to say they would call in the prescription to a drug store of my choice, but asked me if I knew the number of the CVS pharmacy I mentioned!

Now, also consider the following:
– a waiting room that, in one case, was too cold and pretty sterile
– a check-in staffer who was not warm or welcoming
– websites that only provided the most minimal information about the quality of the doctors and their experience with my condition
– a bill that was larger than I expected (yes, I had asked a staff person about the costs since I’m paying for this out of my HSA)

Overall, I came away feeling disappointed and frustrated by the experience. I’m certainly not ready to recommend either of these well-respected physicians, and I may seek another one for future needs.

As a consumer, I’m left wondering: is there a urologist who “gets it” in terms of delivering the kind of 21st century customer experience I’m seeking?