Dr. Rose and Spencer Kobren Discuss Optimizing the Patient Experience
In an industry where too many surgeons are preoccupied with quickly booking surgeries, Dr. Paul Rose and Spencer Kobren see things differently. In this interview for Spencer Kobren’s The Bald Truth, Dr. Rose discusses ways that the Hair Transplant Institute of Miami personalizes patient experience to ensure the highest level of care and best possible outcome. Comprehensive evaluations, honest recommendations, and straight-talk about fringe hair loss treatments are just a few of the fundamental differences that set Hair Transplant Institute of Miami apart from other clinics in South Florida.
Be sure to visit The Bald Truth for the original interview post here. Readers may also follow Spencer Kobren on Twitter.
The Patient’s Perspective: The Real Doctors Are Listening
Dr. Rose: You gave a great talk. I thought it was a great lecture, and it points to the fact that we often miss how to take care of patients. The fact that you had that survey that talked about what patients perceive. And I will tell you– and I’m not blowing smoke here. When I had gotten back from that meeting, and I had written down some of the things that you had said, some of the comments that patients had about how they were treated. I immediately got back and said to my staff, [and] asked them to put in to print the questions that patients felt they were not being asked. And if we did ask those questions, to make sure that not only the people who consult for me, but we as physicians, Dr. Nusbaum and I, speak to that patient particularly about those issues. In particular, I think you had mentioned asking the question, ‘How is your hair loss affecting you emotionally, in your social situation, in your lifestyle?’ And I think for the most part, patients are very welcoming to get that question and have an opportunity not so much to vent, but to just say, ‘This is what’s bothering me about my hair.’ There are some people who don’t really want to talk about it, we learned. But there were questions you brought up that we immediately put into place.
Spencer Kobren: Well, I appreciate that. And my whole thing is really about creating the best possible patient experience. When patients come to me, and they say, ‘You know what, it doesn’t even seem like the doctor cared. All they wanted to do was make that sale, get me in the chair, and get me out.’ And when I hear [about] guys, even from well known practices, who aren’t following up personally. Unless you’re doing 30 cases a day, and I don’t think that’s happening in most practices, it’s so easy to make a 2 minute phone call and say, ‘Hey, how are you doing? I just wanted to make sure everything is okay. I’m going to have so-and-so from my staff check-in on you tomorrow.’ All of the sudden, they realize, this doctor really cares. And I know you guys do that in your practice.
Dr. Rose: We try. Every patient has my cell phone number. We try to be very forthright with patients. If I think they are a good candidate, I tell them. If I don’t think they’re a good candidate, I’ll tell them, ‘Have you ever looked at yourself with your head shaved? You might be a Michael Jordan, you might be a Sean Connery. It could work really well for you.’ There’s a lot of stuff out there now about PRP, patients asking us about that. And there’s a lot of– to me– pseudo science related to some of these things. I try to be very careful about what I say to patients and what I think is accurate science about some of these things, which we do use. But, in any case, I thought that your lecture was very beneficial for all of us at the meeting. I did have some takeaways there that I put into place right away.
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