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Your Reputation: How Important Is It?
By Gary F. Wertz  The most successful prosthetic practices in our
country today are staffed by prosthetists who enjoy outstanding
reputations. These professionals have earned their reputations by
providing exceptional patient care. They make patient service a
high priority; they develop good working relationships with their
patients; and they choose products based upon putting their
patients' needs first.
In fact, prosthetists with the best reputations do not choose
products based primarily on cost. They are willing to use products
that they consider to be the most appropriate and will help the
patient lead a better quality of life. They do not let
reimbursement limit product selection. They help their patients
gain access to those products by working with them through the
insurance process. And some have even gone the extra mile to help
them try to get alternative funding through local community
resources.
It is important to understand that this kind of patient-oriented
approach does not go unnoticed in the amputee community, which
maintains a strong network. Amputees talk to their physical
therapists, doctors, other amputees, friends, and
family—there is active "word of mouth" via the Internet and
at meetings such as the ACA Annual Conference. In fact, patients
who may be dissatisfied with their care and/or their current
products will travel great distances to be treated at facilities
that are known for their high standard of care—even if they
have ready access to many places closer to home.
So how can you go about building your practice and reputation?
First, be sure you are providing good service. Ask every patient
you see to fill out a "satisfaction survey" form. Be sure to ask
specific questions about your service, your staff, as well as the
componentry. Second, reach out to the local/professional community
to develop a positive relationship with amputees, other
prosthetists, orthopedic surgeons, physical medicine and
rehabilitation physicians, and physical therapists.
And finally, retain control of your product decisions.
Prosthetists need to play a primary role in the decision-making
process. Although it is important to collaborate with your
patients, the decision rests with you. After all, you have the
professional training and expertise to decide what is appropriate
for your patient. Otherwise, there is a greater risk of patient
dissatisfaction, and you may lose that patient. It takes years and
years to build a good reputation. It only takes a few episodes of
patient dissatisfaction to ruin that reputation. Remember that the
prosthetic marketplace is relatively small—there are a
limited number of patients. Gary F. Wertz is president of Ossur North America, Aliso Viejo, California. 
Table Of Contents - October 2002
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