by Dr. Ryan Neinstein
Generosity of Spirit
I know this may sound cheesy and, for the record, I am ok with that. Surgery and Medicine needs more generosity of spirit. It just does. I know our team will continue to show people real love and affection as we go into 2025, but this notion deserves a moment’s thought and pause. Our internal culture is patient- focused. Each and every team member is obsessed with taking care of our patients’ needs. We call it fanatical support and we spring into action to help patients with any issue.
Here are some things that were done in 2024 that were not scripted, but the result of being patient-obsessed.
- One of our out-of-town patients was Kosher and was having difficulty finding Kosher post-op meals, so our Patient Experience Director, Becca, personally went to her favorite Kosher restaurant to bring her meals and also took the time to sit ane eat with her. She sat to learn more about the patient’s life and what brought her to this moment.
- One of our patients in Great Neck, Long Island was having a late night concern but could not leave her children to be seen, so I drove the 90 minutes each way to check on her and alleviate her concern.
- We have tracked down patients on their birthday trips and sent gifts to their rooms in Monaco, Miami, and St Barths.
- We had a London patient who loved one of my hoodies so we sent him one of his own to London.
- Mitch has taken countless patients’ relatives (mostly mothers) to breakfast while their daughters were having surgery to calm their nerves.
- Mitch has taken many patients to hair appointments, nail appointments, and everything in between.
- Almost daily, our nursing team is helping patients in their hotel rooms – along with the private nurses and the surgeons – to figure out the nuances in healing that are unique to them.
- I can’t count the amount of times on weekends that I have gone to the office or drugstore to get patients something they need that wasn’t anticipated.
We celebrate these hero moments in the office through company-wide emails so everyone can virtually fist bump and praise each other in real time;Â this helps keep the momentum so everyone is inspired to contribute.
These are things outside of the flowers we get everyone, the daily house calls our surgeons make, and the endless texts and calls our patients get so they feel loved and cared for and never feel alone.
Surgery occupies this rare place in society where people are at their most vulnerable and physicians and their teams need to double down on this notion.
My promise to you as a prospective or returning Neinstein Plastic Surgery Patient is that we will continue to take pride in exceeding patients expectations and through our internal culture push each other so that every team member gets better!