Comment j’optimise l’expérience patient au Centre d’échochirurgie à Versailles
Seance of wednesday 12 march 2025 (Le patient unique)
DOI number : 10.26299/d2tk-7510/2025.10.07
Abstract
Customer experience encompasses all perceptions, emotions, and interactions experienced by a client when engaging with a company or brand at every stage of their journey. The key dimensions of this experience are cognitive, emotional, sensory, and relational. Dr. Jean-Paul Brutus, in his book dedicated to this subject, draws on his expertise as a hand plastic surgeon in Montreal. He has incorporated principles from luxury hospitality to welcome his patients with personalized care, treating each individual as unique and exceptional.
This approach has enabled him to observe that the happiness felt by his patients following their care generates gratifying recognition for him and his team, thus serving as a powerful tool against professional burnout. Medical literature is increasingly focusing on this aspect of care, as technical expertise alone is not enough.
With experience, surgeons realize that other factors (beyond the placebo effect) play a fundamental role: a patient journey designed down to the smallest detail (appointment scheduling, clinic decoration), human-centered consultations (real-time sketches, videos, or ultrasounds), exceptional care in the operating room (physical comfort, speaking at eye level with the patient, the patient’s name on the surgical cap), the importance of patient reviews in the digital era (managing online reputation), pain management (techniques for painless injections, anti-inflammatory diets, physical therapy, thermotherapy, behavioral therapies, photobiomodulation, etc.), innovation (AI, minimally invasive techniques), and finally, improving practices through attentive listening to patients.
Patient experience is a dynamic process, requiring constant adaptation to expectations and needs. By investing in a personalized and innovative approach, surgeons not only enhance patient satisfaction but also safeguard their own professional and personal well-being.
This approach has enabled him to observe that the happiness felt by his patients following their care generates gratifying recognition for him and his team, thus serving as a powerful tool against professional burnout. Medical literature is increasingly focusing on this aspect of care, as technical expertise alone is not enough.
With experience, surgeons realize that other factors (beyond the placebo effect) play a fundamental role: a patient journey designed down to the smallest detail (appointment scheduling, clinic decoration), human-centered consultations (real-time sketches, videos, or ultrasounds), exceptional care in the operating room (physical comfort, speaking at eye level with the patient, the patient’s name on the surgical cap), the importance of patient reviews in the digital era (managing online reputation), pain management (techniques for painless injections, anti-inflammatory diets, physical therapy, thermotherapy, behavioral therapies, photobiomodulation, etc.), innovation (AI, minimally invasive techniques), and finally, improving practices through attentive listening to patients.
Patient experience is a dynamic process, requiring constant adaptation to expectations and needs. By investing in a personalized and innovative approach, surgeons not only enhance patient satisfaction but also safeguard their own professional and personal well-being.