Putting patients over profits seems like an obvious statement – however, in a business economy of the 21st century, many medical practices today are owned by investors in private equity groups where growing and selling businesses is their objective. This has certainly become true in the world of LASIK. This objective can, at times, conflict with providing the best patient care and experience as detailed recently in the Wall Street Journal.
This is not the case at Providence Eye & Laser Specialists, which was founded by Dr. Reza Mozayeni. Dr. Mozayeni, a proud member of the Charlotte community for over 22 years, is dedicated to providing the best LASIK outcomes and the best patient experience one patient at a time, with no rushing and no pressure. In this video, Dr. Mozayeni tells us in his own words why he feels this is the best way to practice medicine in the area of laser vision correction surgery.
“When I came to Charlotte, I did work for a national LASIK center for three years and it just became more of a factory over time, and I really felt like that was not the way to practice medicine. The number one thing that a physician really has to pay attention to is to provide quality outcomes and that only comes from attention to detail and taking one patient at a time. I really don’t believe that a medical practice or any business can really excel and exceed and deliver the level of customer care we want to provide unless the person who that’s in charge and owns the place is constantly involved.
"I think you have to have three major qualities - you have to first of all care and have pride in your work. Secondly, instill a culture of customer service and care and attention to detail with the staff and make sure you invent that culture and hire people that are going to live up to that with you. The third thing is to have the utmost technology and make sure that you never fall behind with that.
"I truly believe that the surgeon’s involvement from the moment the patient walks in the room and that first test is done on them that’s super important. I am constantly looking at that data that is being gathered. I am actually looking at corneal mapping as it is being acquired in my office before the patient even meets me and we’re making decisions at that moment. So, it’s really really important that the surgeon is not just an optometrist or a technician doing that. We still pride ourselves in providing a real personal experience from the moment you make a phone call to us. There is no call center. When you call us a live person does answer the phone there is no phone tree you will be handled and dealt with with care from the moment you call to the moment your surgery is done and thereafter.”
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