It’s risky to buck the system. Especially, when that system is as big and powerful as the medical care industry. “It won’t work,” they told her. “You’ll never make a profit,” they warned.
Dr. Lanalee Sam, OBGYN, entered healthcare with a heart of compassion and a desire to better the lives of her patients through the care she could provide. Unfortunately, like many of her peers, she found her experience in today’s high-pressure medical system frustrating.
A joy of birth, Dr. Lanalee Sam
The rigorous demands of the medical team she joined following medical school were emotionally and physically draining. This was a price that Dr. Sam would happily pay to provide quality, compassionate care for patients. However, the demands of the system to “push” patients through as quickly as possible didn’t allow for the kind of quality care she wanted to offer. There wasn’t time for building bonds between physician and patient.
“I believe in the inherent compassion of people,” Dr. Sam says with conviction. "I believe, that the women physicians of today must commit to humanizing healthcare by treating our patients, as we ourselves would want to be treated."
Striking Out on Her Own
In spite of all the naysayers, Dr. Sam decided to risk it. She opened her private practice in Fort Lauderdale, Florida in 2004. She named it Elite Obstetrics and Gynecology.
Dr. Sam had a vision for Elite OB/GYN and the type of care she wanted to offer her patients. First and foremost, she wanted her patients to feel both comfortable and confident in her care. She wanted them to feel comfortable, not only coming to her office, but calling her when they had a concern. At the same time, she wanted them to trust her expertise, while still realizing she was human.
She offered them state-of-the-art medical care by professionals who were highly trained and experienced in their field. At the same time, Dr. Sam encouraged her patients to work collaboratively with her and other physicians, educating themselves on their options and consulting with their doctors as healthcare partners, not as elite superiors.
That was just the beginning. Having given birth to her own son, she knew there were a lot of things that could be improved in the standard prenatal and birthing care protocol. Number one: Having your own doctor available, not only for the birth, but during the entire labor and delivery process. Something that was unheard of among the OB/GYN community.
Dr. Sam began by making that promise to her obstetric patients: She would be available for them during the entire labor and birthing process. She also gave her patients her cell phone number and encouraged them to call her with their concerns or questions during the pregnancy. Her patients LOVED it!
It’s Not Just About Delivering Babies
Only about 10 % of Dr. Sam’s practice is related to obstetrics, the other 90% is primarily surgery related. In addition to serving as the Medical Director of Elite OB/GYN, Dr. Sam is also Director of Robotic Gynecologic Surgery at West Boca Medical Center and Director of Women's Health Services at the Florida Medical Center. She was the first to begin using robotics in surgery in the South Florida medical community and was instrumental in the establishment of robotic surgery as a standard in the area medical centers.
Dr. Sam and her staff
In this area of her practice, Dr. Sam also found the “profitable business” model of the modern medicine world, at times, hindered the implementation of more advanced procedures that could benefit the patient’s healing process. ‘Why do a laparoscopic hysterectomy when I can charge more for a traditional surgical hysterectomy’ was the mindset of many of the more experienced physicians Dr. Sam worked with.
“Robotic surgery allows even greater visibility and precision for the surgeon,” explains Dr. Sam. “For patients, it means much faster recovery time, less blood loss, less pain, less scarring and shorter hospital stays.”
Again, Dr. Sam refused to follow the status quo in her practice. Not only did her patients benefit, but the entire South Florida patient population, as the patients began to demand that hospitals and physicians provide the kind of care they deserved.
What Makes Elite OB/GYN Different
The first few years were a struggle for Dr. Sam and Elite OB/GYN. It takes time to get the word out that you’re providing a unique service, but word-of-mouth still is the best marketing tool out there. Now, ten years later, Dr. Sam has added a second location and another physician to her practice. There is a two-month waiting list to be added as a new patient with Elite. Women drive from up to two hours away just to have their annual exam with Dr. Sam. And, is it profitable? Absolutely!
Dr. Sam dedicated to work
“Patients do not have to come to me,” Dr. Sam insists. “I’m not begging them to be my patients. But what I am begging or espousing is that they make sure that they are discerning in who they do choose as their provider. They need to interview doctors and expect and demand respect from those doctors. And that’s respect of their time, their intellect and their sensibilities.”
Dr. Sam tells others in the medical community that all she is doing is giving her patients the things they want and deserve from their physician. These are the core experience enhancers followed by Elite OB/GYN:
1. Invest in exceptional staff
Hire for attitude and aptitude not just skills and experience. The patient’s perception of quality care is greatly affected by the friendliness, compassion and competency of each member of your staff.
2. Direct the doctor selection process
A physician’s experience and reputation is one of the top driving forces behind a patient’s doctor selection. Publishing patient reviews and encouraging patient feedback is a good beginning to establishing reputation. Involvement in community activities and a personal transparency that demonstrates that she can relate to her patients and their life struggles has set Dr. Sam apart, in the mind of many of her patients. She is visible in the media, seen as an expert among her peers and is known for passionate involvement in charitable organizations that she supports.
3. Promote convenience
Dr. Sam’s anytime/anywhere model of care, which makes her available to her patients 24/7 is a throwback to the days of home visits by the family physician. With today’s technology, house calls are seldom required, but a cell phone number can assure that your physician is available to connect with you, when needed. Dr. Sam’s VIP patients know that she respects and values their time. She will be available at their appointment time, not 30 or 45 minutes later.
4. Invest in technology
As innovative solutions arrive on the scene, patients at Elite OB/GYN can expect that the best options will always be available to them. This doesn’t just relate to treatment options, but also to communication technology. Direct access between patient and doctor is available through various means. Free wifi is available for patients to keep them connected to their world even when they are visiting their doctor. Secure and immediate access to results and personal patient information is expected by this generation.
5. Look GOOD doing it all!
Everyone, but particularly women, appreciate aesthetics. Elite OB/GYN sets a standard of pleasant appeal to all five senses; this includes, not just the reception area, but every space in the facilities.
Each of these five areas has been critical to the success that has been experienced by Dr. Sam and Elite OB/GYN.
Testimonials
No one can better testify to the impact Dr. Sam is making through Elite than the patients themselves. Here are some of their words:
“Words alone cannot express how thankful I am that I found you as my Doctor. Your patience and caring showed through at each visit. You listened to every moan, groan, ache, pain, and complaint without hesitation. This pregnancy was very difficult for me and you managed to calm all of my fears. You were correct, everything went beautifully and I have a healthy and beautiful little girl. Most of all you did everything in your power to respect my wishes as a patient. For that, I am most Thankful.”
“I wanted to thank you for being my doctor and a very compassionate person. From the first time I met you, I was impressed and comfortable with you and your staff. This was a very important and emotional time in my life. I always looked forward to my office visits. I knew I would see you and all my questions and concerns would be answered.”
Leading by Example
Dr. Sam is now speaking out, whenever and wherever she has the opportunity, encouraging physicians to provide the type of care and respect their patients deserve and encouraging patients to demand it.
“I do feel a sort of moral responsibility to be a leader in healthcare,” says Dr. Sam. “exemplifying a customer service related, empathetic and real paradigm of modern healthcare and medicine.”
Learn more about Elite OB/GYN through their website: eliteobgyn.com