1815 S. Clinton Ave Suite 405
Rochester, NY 14618
Our Practice has MOVED
Our new location is:
Suite 405
1815 South Clinton Ave
Rochester, NY, 14618.
The NEW phone number is 585-565-3500
585.565.3500
Fax Number:
585.434.4081
Authenticity Trumps Competence
I enjoyed seeing an extremely forthright patient this week who shared with me her appreciation of my staff's friendliness and helpfulness. She implied to me that, in her mind, they were a reflection on me--and that she, before even meeting me, felt as though I too would be "down to earth" and caring. She expressed to me that, in her mind, "Authenticity" was more important to her than anything else.
I suppose that one might tolerate arrogance, poor bedside manner, and inadequate communication with one's physician if his/her expertise is in scarce supply. But it is far from ideal. There is little question in my mind that wellness and healing are impacted by more than surgical skill and decisioin-making, but also by the "art" of caring, empathy, and understanding.
Though good care is widely available nowadays, both in University settings and private clinics, and credibility and competence are reasonably easy to establish, based on word of mouth reviews and one's own "sense"----my patient this week reminded me of the significance of how one comes across---myself and my staff.
I think humility and authenticity enhance one's effectiveness at healing, while hubrous and lack of empathy and compassion compromise one's impact.
As I think about it, I would say that while my experience and expertise are obviously critical to planning a successful treatment strategy, successful execution requires more than that. And so, the "art" of how my team and I treat you, and how we are perceived, are a critical part of the equation.
We hope that you appreciate our shared commitment and professionalism; when we fall short, we'd like to hear about it!
*POST EDITED BY DR. TOMAINO.
Replies
For anyone who has visited Tomaino Orthopaedic Care, it would be hard to disagree.
Beginning with the first phone call it is very clear that this is a practice of a different sort!
The office exudes authenticity. From Amy’s calm and assured answers to worrisome symptoms to Kathy calling us ‘Hon’ each time; I always hang up with a smile and sometimes downright laughter after phoning the office.
I can remember on our first trip to the office, Dr. Tomaino went out to the waiting room to greet my Husband (chauffeur) and thank him from driving me up there. On a later trip, when I had to take the kids along, he went out his way to greet them as well. He even brought them back behind the counter for bracelets and candy. My daughter still uses that bracelet as a necklace for her stuffed animals!
It was on that trip that I had the pleasure of meeting the newest addition to the ‘family’, Abby. I have been examined by other P.A.’s who seemed to have all the answers, but didn’t ask many questions. Abby stayed after to ask more in depth questions about the specific symptoms of my injury….clearly someone eager to build her knowledge base.
I can’t imagine finding a better learning environment.
Top all of this with Dr. Tomaino’s personal anecdotes and email exchanges…you will definitely receive a complete care package that includes emotional and spiritual support, in addition to the physical/surgical care.
God Bless
Thank you for your kind posts. More than a year ago, I entitiled a Blog, "Small is the New Big." I continue to strive to be unique and increasingly relevant in my community and beyond, where patients deserve compassionate, responsive and expert care. Being available by email, and building and rewarding a culture in the office directed at resonating with our patients as friends and "partners" is largely what makes each and every day fulfilling.
An appreciation of how we are doing, based on your feedback, and how we might continue to improve, is critical to bettering our offering. Thank you.
It's an interesting post!