In this issue

November 2018

Efficiency Drives Effectiveness and an Exceptional Patient Experience!

2018 has been an exciting year at Pacific Brain & Spine. Before the year comes to a close I wanted to share some process changes we have instituted in our practice that are enhancing our efficiencies, resulting in a higher degree of effectiveness when you interact with members of our team. These changes have been instituted to enable us to deliver on our mission of providing exceptional care to all patients of Pacific Brain & Spine Medical Group.

In 2018, we embraced the full patient experience, from the moment we receive a call for a first appointment to the day the patient arrives for their post-op visit. We know that being efficient as we assist patients through our administrative processes is as important as making sure they receive exceptional clinical care.

We have upgraded our enterprise management systems by selecting technology companies that are industry leaders. Our patient flow is fully automated, from appointment scheduling to procedure authorization and reimbursement to online billing. Our follow up communications regarding appointment confirmations are also fully automated. These changes were instituted to provide a smoother and more transparent appointment scheduling process. Patients you refer to our neurosurgeons, as well as your staff will be sure to benefit from these new capabilities.

Our practice is expanding, as we have opened an office in Lafayette to greater serve patients in the Lamorinda corridor. The office is located at 3717 Mt. Diablo Blvd., Suite 100, just west of the downtown area. To make an appointment, patients can call (925) 884-2360, or go to our website and send us their contact information.

As our neurosurgeons continue to see patients, they are driven by our vision to provide compassionate, personalized and innovative care to the communities we serve. Our goal in every interaction is to build trust while improving health and quality of life. To achieve this, we continue to partner with top physicians’ practices in the Bay Area. We also partner with the top healthcare systems to provide thought leadership on the future of neuroscience in the Bay Area and nationwide.

We are excited about 2018 and the forward-thinking that is impacting all aspects of our practice. In 2019, our plans include selectively adding new resources at all levels of the business in an effort to make each experience a moment of truth that not only exceeds the patients’ expectations but is grounded in our core values of Patient Centered Care, Education, Accountability, Commitment and Excellence. We look forward to continuing to serve you and your patients and we would enjoy hearing from you.

Yours in Good Health!

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