Warming up the doctor's office

I had the opportunity to view the offices of North County Ob/Gyn in La Jolla, CA. From a patient experience perspective, they are doing a great job. It's clear that someone thought through everything she didn't like about going to this type of doctor and tried to fix, improve, or soften it. Cold in the room? Here's a blanket. They also cover the stirrups in colorful "toe" socks—warm, friendly, and fun.

No cold splat of sonogram gel on pregnant bellies in this office. It's pre-warmed for comfort.

The bathroom provides a generous basket of feminine products, no doubt much appreciated by patients.

Isn't it nicer to give a urine sample when the cups are stored in a friendly basket?

Here's their website description: NCOG Medical Group has been providing sensitive, compassionate obstetrics and gynecology care in a warm, respectful environment since 1969. This is a great example of extending your business' mission into practice.

Tip of the day: Amenities like these aren't expensive, but they make a huge impact on how customers or patients feel about you. If it's clear that you care about their needs, and have tried to address potentially negative aspects of their experience, you've gone a long way. For doctors who are reading this, patients are far less likely to sue for malpractice when they've had a good experience.

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