What it Means to Lead with Care
What lies at the core of a great practice? A solid business plan and a goal-oriented team are critical components, but a truly great practice prioritizes quality patient care. In our latest member spotlight, Pat Biondi, Au.D., and owner of Audiology & Hearing Aid Solutions tells us about the practice’s latest initiative to improve patient care and discusses how it has impacted business.
“After you deliver the hearing product, you quickly find out that the person continues to need you. You think your job is done, but that’s just when your job is beginning.”
Q&A with Pat Biondi, Au.D., and owner of Audiology & Hearing Aid Solutions
Practice: Audiology & Hearing Aid Solutions
Locations: Clifton, Haskell, Paramus, Pompton Plains, Mahwah, Morristown, NJ
Number of locations: 6
The product is important. It’s the tool in which we use to manage our care and treatment, so it has to be a good one. The more you know, the better the software that links to the device and the better the reliability of the product. You also want to choose a product that has a company that makes a good partner behind their product. My philosophy, however, has evolved from being just about a product to being a care and treatment process.
Sending patients flowers evolved into sending patients cookies due to the price point. Flowers were hard to do for the cost, so we found cookies that we enjoyed ourselves to send to patients. Along the way, we thought about what we could do for the patients not only to thank them, but to help them and increase their success with their treatment. What can we really do for them that’s piece of homework in terms they can start using to help them connect? This evolved into providing a poetry book.
After recognizing this, our thank you became a book of poetry written by my daughter, Justine Biondi. The book is called Seasons of a Beating Heart and it is divided into four areas: autumn, winter, spring, and summer. It’s about renewal and birth. We began to give this book out along with the hearing aids and tell patients that this is their homework. Rather than just have them arbitrarily starting to read something at home, they now are taking something home to read.
This initiative is making our practice more unique and it’s showing that we care. The fact that people are connecting with a poetry is so wonderful. It’s just much more of a personal gift than flowers or cookies.
Part of the care is letting the patient know that they’re important to you, and that you’re going to be there for them. You are not just going to hand them their hearing device with a couple of follow up visits. You’ll be there for them as firmware updates need to be done, as reprogramming needs to be done, as reevaluation of their hearing needs to be done and as all of their new standard needs require attention. If something isn’t working, you’ll help them fix it.
People have to know that you care and the more ways you can show them that you care, the better. You’re going to be with them for the next three to five years. You define that that journey. You going to care for them as they identify the sounds of the language better through reading aloud with you know some little poems that really are quite emotional and wonderful.