OrthoIllinois prioritizes the patient experience

Posted on: September 26th, 2019 by Don Schreiner CEO

When patients choose OrthoIllinois, they come to us in a variety of ways.

We have excellent working relationships with local primary care doctors who refer individuals to us every day. In other cases, a person may have been injured on the job and is referred to our Occupational Health Center, which offers walk-in access through our Injury Express services in Rockford and Algonquin.

Patients also come to us directly, for immediate injury needs or after researching orthopedic specialists online or asking for recommendations from family members or friends.

However you find us, we want you to have to best experience possible, from the time you call or show up to one of our locations, during your initial visit and treatment, and while you’re recovering or receiving follow-up care.

We are constantly reevaluating new ways to improve the patient experience. We’ve partnered with Press Ganey, the country’s largest consumer satisfaction survey company, and can proudly say after comparing our scores to over 215,000 physicians across the nation, we have consistently ranked at 97% for patient overall satisfaction.

That score is tremendous, but it’s not a directive to just keep doing what we’re doing. Surveying patients and asking for feedback are important ways for us to stay on track and keep improving the day-to-day experience at OrthoIllinois. Read on to learn about some of the ways we’ve done that.

Improved phone system. We recently revamped our phone intake process, which had been a pain point for some of our patients. In today’s world, we have come to expect long waits on the phone when calling various customer service centers about everything from household services to health care. Now, calls to OrthoIllinois are answered within minutes and we created more efficient backend processes to help people get answers to their questions and next steps for their needs.

More locations. OrthoIllinois also has expanded its footprint to make point-of-care services more accessible. We now have four clinics – two in Rockford, one in Elgin and one in Algonquin. Injury Express has expanded to two sites, and we offer nine rehabilitation centers for physical and occupational therapy in seven cities.

Accessible imaging. To further prioritize convenience and accessibility, we have expanded our imaging capabilities so patients can schedule MRIs, digital X-rays, CT scans and more here at OrthoIllinois. MRI services are now offered at three locations, each with expanded appointment hours.

These are just a few ways we have researched processes and made changes to be more efficient. I welcome your continued feedback and will do my part to make OrthoIllinois adaptable to change and growth in order to remain your trusted bone and joint health care provider in northern Illinois.

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