I’ve heard many practices lament that they’re not attracting as many new patients for their services as they used to. “Demand is down” along with “it must be the economy” are two common statements that are usually discussed as cause and effect.
Here’s at an example to help illustrate what’s going on. If you’ve been to San
Francisco, you’ve likely visited Fisherman’s Wharf. It’s an area with rich history that attracts tourists for shopping and dining along the San Francisco Bay waterfront. In recent years a large number of small businesses haven’t survived.
A new proposal to revitalize the area is in the works. Here’s the key statement from this TV news story:
“If you look the broader national scene around retail, the movement is less
shopping mall and more towards those experiences. So whether it’s something like a museum, or a food hall, or something that allows you capture something on IG really is the most simple way to put it right,” said Jeff Bellisario,
Executive Director of Bay Area Council.
Yes, the retail and entertainment sectors have recognized that they need to shift from selling goods to staging experiences. In this proposal, the proposal includes an experiential museum, event center, and live-action fish processing. They’re focusing on how people spend their time as well as their money.
These same economic trends apply to medical environments, especially those that offer elective services. Medical practices need to examine what they can do to shift from “provider of services” towards making the entire process a much better experience. There are myriad ways of doing this that are explored in Beyond Bedside Manner and in these posts.
The IG reference above is a recognition that people naturally want to share great experiences. Here’s one way that a practice I work closely with turned an unused spot into a place where patients who have had LASIK can leave their glasses for good. A celebratory moment made for social media!
