Transcript

Health care in this country has a long way to go to be seen as something that is positive. Very rarely do people wake up and are fired up to go to the doctor. Great hospitality. You think about the hotel space, you don't really think about that much in healthcare. Everybody in the country uses it, everybody, even those that go to the ER as their doctor. And the experience is just a one out of 10 people usually don't want to go to the. It's not something you wake up to say, OK, I I want to go to this doctor's office. I want to have this experience with a practitioner. You go to Disney World, you expect it to be great, but you don't have to go there if you're in pain and need treatment. You have to come see this. You can just move the needle a little bit. It would be just the biggest area of opportunity to win. Hey, I'm Catherine Anderson, the manager of user Experience. I'm Amy Prison. I'm the vice president of user experience at Orthocarolina. If marketing experience officer at Ortho Carolina, experience is maybe the thing that everybody really should be focused on and diving into and investing and supporting. You have to put yourself in a patient shoes. We try to look for opportunities when they come into our doors to create those small, memorable things that makes them want to come back and to refer their friends and refer their family members. In my role, I'm leading our organization's efforts to change the mindset of how we. Think about our patients and our patient journeys. They're oftentimes anxious when they come. And so we try to design our offices so that they're more calming and so that patients just feel more relaxed. The practice of the future is just going above and beyond. We can't just remain where we are. So we partner with Stealth X. They were able to open our eyes to things that we weren't really necessarily aware of. We thought we knew some enhancements that we could make within our company, but bringing Stealth X in as a partner helped us to see and uncover things to really enhance that user experience. They provided great insight with items like hospitality and wayfinding. And then marrying that with our technology so that our technology also matches our wayfinding. We've also implemented radios. That's not something that you normally think about in the healthcare office. But when we spoke with Stealth X and we saw that there is an opportunity for our team members to be able to discreetly communicate better, Something that small has really taken over and really enhanced the journey of the patient. The impact of the pilot has been exceptional for our Belmont office. I think the team there is engaged. And when our team members are happy, then our patients are happy. Our team members feel more empowered to be able to take better care of our patients. I enjoy the fact that they push back on us and that they poke holes. And some of what we say it has to be like, does it, does it have to be that way? And it really opened our eyes because we would have never thought that way. Like you don't normally mix hospitality with healthcare. Our CEO is like, OK, when are we going to roll, you know, the next thing to another office. And so we are very excited. To move along in this journey. It would be weird if you pay folks or ask people to give you their opinion and all they're doing is just messing you. Then I don't need validation. What I need is improvement, need outcomes. We need change management. We need results. Has a vast knowledge and they're able to plug it in to wherever the gaps are. And so I think that's really important to be able to identify a vendor that can help fill in those gaps and help educate the team. They are able to open up our eyes to ways of thinking that don't get bogged down by sort of the healthcare paradigm that all of us are kind of subjected to sometime.