Push Doctor: Patient-Doctor Feedback Loop

How do you think about that, that raw innovation?

From a personal perspective, I absolutely love it. A lot of people sit there and talk about markets being different but, at the core, they’re all still very much the same. When I think about healthcare and that we’ve got to teach them about digital consultations, the way that’s received by doctors is absolutely brilliant. They know their skill set; they know what they’re great at and they’re very good at what they do. But when you sit there and say, we want to help support you in today’s world, you look at the brands, the Just Eats, the Ubers and all the others, we can help you get in tune with that. We teach them about NPS, customer ratings, customer feedback. I think, actually, the first point I had with the NHS, when we spoke, was how do you measure customer success? They do an NPS, but they do, give me a score, one to 10 and then they do an average, so it would be 9.3, 9.4. When I went in and said the NPS score is 65, brilliant NPS score, they were like, why is it only 65? Actually, in a digital marketplace, a score of 65 and above is wow! Anything above 75 and you think somebody is faking something, so you should be wary of that.

It’s really helping them understand. More than anything, they love getting that feedback. It’s amazing, because you’re educating an industry that hasn’t had this before. One thing we do at Push Doctor is we put a league table of doctors which the customers love the most. It’s amazing how competitive they get. Why am I not number one? What’s happened? What have I done? Consumers prefer this and it comes down to simple stuff, like the way you greeted, the way you followed up, the way you spoke to them. Were you looking at them, were you not looking at them? I think also, for the first time, they are, in real time, exposed to consumer feedback and the consumer interaction. Actually, all of them have risen to the challenge and none of them are resistant. It’s very much, I’m game; how do I get better?

That’s the feedback that you don’t get in traditional healthcare. You see your doctor, they prescribe and that’s it. You don’t see them for the next X amount of months. Here, doctors are getting real time feedback on care and quality.

It’s exactly that, but it’s more exposed to the individual. If you want to give feedback to your general practice, you’ll either get an email or a form that you need to sign. You’ll sign it, the practice manager will look at it and review it. But from the doctor’s perspective, unless they call out a specific doctor, it’s all doctors. But this, for the first time, your managing this practice and it’s mainly based on what you do here. It’s quite new for the industry but there’s only one direction of travel, I think. They’ve all been brilliant, overall.