How a Nifty Nashville Startup is Rocking the Cataract Surgery Patient Experience

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The cataract surgery patient experience in many practices is broken. Couple this with a commercial process that asks a person to make a high-value decision at the same time they learn they need surgery and you may agree that something must change. What’s great is a Nashville start-up, Surgiorithm, is just what doctor’s need! How did we get here? Ophthalmology practices are busy places. Future demographic trends for patients and doctors indicate this will only get worse. Reimbursement for cataract surgery is declining and no data shows this getting better. In fact, if you’re the wagering type, put your money … Read More

Here’s What Happened When I Got an Invite to Dinner With Marc Benioff – CEO of Salesforce

When is the last time you met someone you’ve read about and admired for a long time? This happened to me last night with Marc Benioff, the CEO of Salesforce. How did this occur? I love Salesforce, believe in the platform and tell anyone who will listen why. As a result, I was invited to a dinner on the 50th floor of the IDS Tower in Minneapolis to meet Marc and witness a preview of the Dreamforce keynote address. It turned out to be an enchanting evening and way different than I imagined! Getting an invite to dinner with Marc … Read More

Humbled by Someone Listening

Yesterday someone humbled me by listening. She didn’t just nod, smile and walk away. Instead, Mareshah Lynch took action and made me feel special. Listening Takes Effort Mareshah Lynch is the patient counselor at Eye Care of Maine. She works with Peter Kohler, MD, an Ophthalmologist who is a LASIK and Premium Cataract Surgery Specialist in Waterville, Maine. Yesterday I visited Eye Care of Maine’s surgical facility because they are a LASIK client of Sightpath Medical. My trip to Maine was short, only one evening and part of a day to observe cases with Dr. Kohler. Prior to beginning surgical cases for the day, I … Read More

Will Millennials, LASIK and Cataract Surgery Technology Influence Ophthalmology?

Seven trends may provide the answer to the question, “Will Millennials, LASIK and Cataract surgery technology influence Ophthalmology?” These emerging beliefs, commercial strategies and technologies portend an environment rich with opportunity for those who adapt and frustrating for those who do not. Millennials – Providers and Patients Four millennial children in my family make me acutely aware of the traits exhibited by this age demographic. Much is written about the trends, possibilities and pitfalls arising from this group’s coming-of-age. For ophthalmology, Millennials are a conundrum because they are both provider and patient. They think, work and act differently than most of … Read More

Red Lobster Biscuits and Children Growing Up

Recently my wife, Jean, and I drove by a Red Lobster and discussed that we had never eaten at one. Well, at least, together. I confessed that I am a closet lover of the cheese and herb butter biscuits they served as an appetizer and had visited the establishment on several occasions while traveling on business. Red Lobster is easier on an expense account than many other purveyors of seafood. I have no idea why I felt the need to justify my experiences with Red Lobster and fondness for these biscuits. After all, it’s just a biscuit. Imagine my surprise when, … Read More

Five Reasons You Should Stay at a Ritz-Carlton Once a Year

The first time I stayed in a Ritz-Carlton was in April of 1991 in St. Louis, Missouri. I went there for a work meeting and before that I had never heard of such a place. Growing up in Minnesota, we didn’t have any in our city. Amazingly, we still don’t. In May of 2005, I had the opportunity to attend a customer service training session conducted at the Ritz-Carlton in Half Moon Bay, California by their staff. The training was an incredible experience for me, and as a result, I am hooked on the brand. Whenever possible, I stay at the Ritz-Carlton. Is … Read More

Establishing a Point of View

Yesterday an article that I wrote was published in Cataract and Refractive Surgery Today This article establishes my point of view in ophthalmology. I am grateful that it appeared in a popular industry publication and humbled because they accepted my work. You may read it here.

While Doctors Debate, Patients Decide…

“While Doctors debate, patients decide” is a quote from Ophthalmologist, Charles Kelman, MD. Dr. Kelman is the inventor of the machine that is still used today by ophthalmic surgeons to remove the cloudy crystalline lens during cataract surgery. Dr. Kelman was a flamboyant person who is claimed to have uttered the quip, “While doctors debate, patient decide” when pressed for the benefits of a yet clinically perfected and peer reviewed literature supported technology. Go here to read more about the Charles Kelman, MD story. This post is not about Charles Kelman. It is a story that I hope my ophthalmic surgeon … Read More

Are ‘creative destruction’ and ‘entitlement thinking’ an enemy of ‘art’ in ophthalmology?

The field of ophthalmology is in the midst of tremendous change. Hyper-evolving technology, a veritable tsunami of patient demand for services with increasing expectations, a significant consumer element added to the physician patient relationship and an uncertain reimbursement environment work together to create a landscape that is ripe for creative destruction. ‘Creative Destruction’ is a phrase introduced by Joseph Schumpeter in his work entitled “Capitalism, Socialism and Democracy” (1942) to denote a “process of industrial mutation that incessantly revolutionizes the economic structure from within, incessantly destroying the old one, incessantly creating a new one.” Creative destruction happens when something new … Read More

How Audi Lost a Sale and Maybe a Customer

I was informed by the Audi salesperson that the A6 is the largest selling luxury sedan in the United States. He seemed proud of this and was perhaps using this data as a means to make me feel smart because I already own one. Unfortunately, the interaction between he and his service department caused me to feel manipulated and destroyed the loyalty that had been built as a seven year owner of an Audi that has performed well. I have made a career in sales so this post is by no means a “salespeople are greedy, manipulative and dishonest” diatribe. … Read More