One of the hazards of a stove-top espresso maker is that when they are full, they are also incredibly hot and top heavy.  V found this out the hard way yesterday.

So let me explain why I post this?  These pics were sent to me on my iPhone via MMS, while I was at work nearing the end of my day.  I was able to forward them to my friend via MMS who is a dermatologist.  She called me back and was able to comment on the severity, offer immediate care options and guidance.  Then she asked me to have V sms her DOB, a pharmacy phone number, etc so she could call in a prescription.  V and I chatted about it real quick by cell phone while I was on my commute home.. during which time I looked up a drugstore on google maps on my phone which was on my route… V sms’d the info, my doc friend called in a Rx for some silver something or other for topical treatment.  Fifteen minutes later, I picked up the cream and some non-stick gauze at the Duane Reade that was on my way.

Which brings me to my point: our patient experience was awesome.  Even though it was a friend/doctor, so free for V, the doctor interaction was still very low cost by any real measure.

For my friend/doctor, the only way a simple 2D photo was enough for her was because she actually practices at a hospital-based clinic and so she sees real patients day-to-day, and so has a solid framework on which to make clear judgements about familiar-types of cases.  For patients to get walk-in access to see a doctor about routine issues however, this often means going to emergency care clinics or the ER… which insurance companies may or may not cover fully.

I am not saying my friend/doctor should open cell-phone office hours… but as a way to take her hands-on experiences and apply them within channels of more efficient patient-engagement… well that may not only be good for business, but also for lowering the overall costs of healthcare.

Institutions that employ staffs of physicians, as well as independently practicing physicians should figure out how to best incorporate a nimble-interaction model for some percentage of doctors’ work-days as a way to segment services and price discriminate more effectively, not to mention extending the reach and effectiveness of primary care.

I know there are good folks working on making platforms to enable people without friend/doctors, and doctors without nimble process infrastructures, have similar experiences like the case I’ve just described.

Examples of success in this arena would be very encouraging, since there is no reason – in a culture that knows the meanings of operational excellence and customer satisfaction – that patient experiences can’t be both effective and delightful.

6 Notes/ Hide

  1. veetc reblogged this from micahtcollins and added:
    My cruddy hand :(
  2. micahtcollins posted this

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