You Said....We Did!

Since opening the clinic in 2005, we’ve worked hard to make sure our patients get the best care possible.  We make sure that the quality of treatments is supported with ongoing clinical and research training, but we’ve also been listening to what our patients want since day one - many of whom have been gracious enough to leave us comments and feedback. 

Here are just a few ways that the service you receive from us today is better than it was 12 years ago!

Hungry for more information?

You said: We want to know more about other health problems that you could help with and to hear from other patients you’ve seen.

We did: We’ve been collecting comments and feedback from our patients ever since we've been in practice. To hear more, do take a moment to read the stories that other patients have kindly left us via our Testimonials page. If you still want to know more about the other areas we can help with, we’ve put up posters in and around Speedwell Pharmacy that highlight some of the conditions that we frequently see in the clinic.  We hope this gives you a better idea about Acupuncture and Herbal medicine. 

PS.  We know how uncomfortable it can be to leave negative comments directly so we always give patients the option to leave comments with us anonymously.      

 

Card payments

You said: Organising cash payments or remembering to bring along my cheque book can be a bit of a pain.  Have you thought about taking card payments?

We did:  We’ve been piloting mobile payment devices since 2014 and updated our systems again in 2016 to make it even more convenient, reliable and secure for patients.  Needless to say, it’s been hugely popular and we are currently trialling a new online payment system for patients who wish to pay us in this way, or who want to book from abroad for Skype consultations.  Watch this space for updates! 

 

More availability

You said: I work the usual 9 til 5 in London and with the commute, it would really help me out if you had more availability in the evenings and weekends so that I can plan my treatments around work commitments.

We did:  When the clinic was established, appointments were available on most weekday evenings and Saturdays.  These hours were reduced when Lily took up a training fellowship for her PhD research but since completing this in 2015, we’ve been pleased to offer appointments on all weekday evenings and on Saturdays.  To check out our most up-to-date clinic appointment schedule, just click here!

 

More comfortable couch

You said:  The couch is sometimes a little high for me to get onto.  Can the setting of the couch be changed so that I don't have to hop on?

We did:  We’ve been on the lookout for the perfect couch since we started and in 2009, we invested in an electric hydraulic couch similar to that used in GP practices or by physiotherapists and which can be adjusted for each person’s comfort.  When we noticed that some patients were asking for extra towels to lie on to pad out the couch, we knew we needed a better solution.  Eventually we found it in the form of a padded sheepskin towelling couch cover to add an extra layer of comfort for patients.  Extra cosiness?  Yes please!  

 

Newsletter

You said: I really enjoy reading about the different approaches in Chinese medicine and the tips in your newsletter are really helpful for making me think about how I can look after myself better.  Can you email me a copy instead of me picking up a copy whenever I come in?

We did: In 2016 we started emailing out patients an online version of our newsletter and are pleased to hear this seems to be well received.  We’d love to include more on research in these newsletters and are currently piloting ways in which we can do this better and in more digestible chunks.  If you're not already registered for our newsletters, sign up here!

 

Research information

You said: I had no idea that so much research is done in Chinese medicine and that it is used in China for these different kinds of ailments.  Maybe it would be helpful to have a dedicated research page on your website for this?

We did: Research is such an important part of furthering our knowledge about our treatments and we sincerely believe that better decisions can be made with this additional information to hand.  We feel strongly about ensuring that research is also accessible to our patients.  That’s why we have incorporated research and publication pages on our website.  You'll also notice snippets of the latest research findings in blog articles which we have specially picked for maximum relevance and to be as current and up-to-date as possible. 

 

Thanks to all our patients for their feedback!

The tweaks we have made to our treatments and our overall care care have only been possible with the generosity of our patients so thanks to all for your comments and thoughts.  We are always looking for ways to improve our care though and are excited about other projects we have in the pipeline - do watch this space because we'll be keeping this updated as we go along!   

Posted by Lily Lai.