Surgical Wow Factors That Patients Actually Remember

Episode Description

What do patients remember most about surgery—the procedure itself, or how you made them feel before and after? In this episode of Podiatry Practice Mastery, Don breaks down the specific pre-procedure, intra-procedure, and post-procedure systems he uses to create consistent “wow” experiences for surgical patients.

Rather than focusing on monetization, Don explains how thoughtful preparation, proactive communication, and simple personal touches reduce anxiety, improve trust, and protect the physician. From structured pre-surgical visits to automated follow-ups and small post-op gestures, this episode shows how intentional systems—not extra time—drive better patient experiences.

Timestamps

• [00:00] Introduction and the importance of consistency in patient experience

• [00:45] Why systems—not effort—create reliable “wow” factors

• [01:20] Pre-surgical visits, consent, and structured discussions

• [02:40] Lessons learned from past complications and legal exposure

• [03:40] Day-before and day-of surgery communication habits

• [04:30] Intra-operative wow factors and involving families

• [05:30] Post-op contact, texting, and giving patients direct access

• [06:40] Using EMR tasks and automation for office procedures

• [07:35] Post-surgical kits and personal touches that stand out

Key Takeaway

Patients don’t experience “great care” by accident—clear processes before, during, and after procedures create reassurance, trust, and memorable experiences without adding chaos to your day.

Conclusion

If this episode gave you ideas to refine your own surgical or procedural workflows, I’d love to hear what you’re implementing. Reach out to me directly or visit podiatrypracticemastery.com for resources and to continue the conversation.