Restoring the Reputation of Healthcare, One Step at a Time

WhiteGlove nurse practitoner meets his patient outside Morrissey & Company offices

When a discussion turns to the state of healthcare in the U.S., skyrocketing costs for employers and their employees, healthcare quality and accessibility to superior service inevitably creep into the debate.   It’s these issues that got our firm so excited about the opportunity to work with WhiteGlove Health, Inc., a healthcare service provider that wants to restore the reputation of the healthcare industry by turning it on its head.

Griping about the state of healthcare is one thing.  Tackling this complex issue head on is another.

By way of reminder (warning: commercial alert):  WhiteGlove is focused on changing healthcare in the U.S. by lowering the cost and improving the consumers’ healthcare experience. WhiteGlove members receive cost-effective, high-quality medical care from experienced nurse practitioners at home or work, 365 days a year, 8 a.m. to 8 p.m. WhiteGlove operates in seven markets and is expanding nationally.  Because WhiteGlove doesn’t report claims to a subscriber’s insurer, healthcare costs are capped.  For many primary care ailments, going to the ER or a primary care physician is overkill, not to mention costly (to all of us) and time consuming.

In the B2B world of marketing communications, we don’t always get to try out a client’s product or service. But today I had my first opportunity to test the WhiteGlove offering.  When I committed to blogging about my experience, I promised myself that I would be truthful in my report — client or no client.

Phew…I am pleased to report that my experience as a WhiteGlove customer earlier today was excellent.  Truly.  I reported the same in the post-visit survey I was asked to fill out.

I called WhiteGlove at about 10:30 a.m. today from my office in Boston.  A pleasant and professional customer service rep, Crystal, handled my call expertly.  She asked if a 1 p.m. visit to my office in Boston by a nurse practitioner would be OK.  The timing was perfect.  It was only 10:30, so I still had the rest of the morning to keep working and still time to grab a quick lunch (pizza from Davio’s To G0) before the visit.

At about 12:35 p.m., I received a call and voice mail from the nurse practitioner, Robert, letting me know he was fighting traffic from his dispatch in Burlington, Mass., and that he would be arriving a little late (between 1:30 – 2:00 p.m.).  As it turns out, there wasn’t anything on my afternoon calendar I couldn’t juggle.  And I was still ahead of the game. After all, a wait in the ER for a routine matter could take hours and most PCPs aren’t about to schedule you in for anything day-of, other than for an emergency.  And my medical condition is squarely in the non-emergency camp, but bothersome enough to me that I wanted a pro to take a look. During the wait, I was able to keep on working.

Robert was very thorough in the questions he asked and the tests he conducted.  He was clearly a very experienced medical professional, someone I found to be likable and someone many would build an immediate trust in.  Those are the qualities anyone would want in a healthcare provider.  If you’re old enough to remember the medical house call, then you know that the reputation of the healthcare industry (then) was built on the backs of those M.D.s. 

Within about a half hour, Robert was on his way to his next visit.  To be completely honest, my PCP has walk-in clinic hours every weekday, from 8:30 – 9:00 a.m.  I could have shown up there this morning and seen a NP.  But the office is north of my home and my work destination is south, to Boston.  Also, the walk-in clinic is first come, first served.  In all likelihood, I probably wouldn’t have arrived in my office until 10:30 a.m, feeling rushed; feeling like I was already behind on my Monday morning tasks.

Now that I have one WhiteGlove notch in my belt, I will gladly uses the service again, and I’m happy to recommend it.

Oh, the medical diagnosis?  Well, I’m saving that for a different post.

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