The RMSNY Patient Experience

November 10, 2020

Consumers of healthcare services increasingly expect the same high level of user experience they receive in other areas of their lives.  A well-lit reception area, courteous staff, and some form of digital portal are among the minimum elements.   Perhaps a free coffee.

Those are basic elements, but far from enough for a proper patient experience in the 21st century.  Because their health and wellness are at stake, and they are paying more and more out of pocket for their care, patients expect:

  • clinicians to take the time to listen to their personal medical story;
  • not to have to repeat that medical history multiple time to various clinical team members;
  • a thoughtful diagnosis and treatment plan which focuses on long-term outcomes, not just a quick fix;
  • a clear explanation of what that treatment plan is;
  • citations to the independent medical science which supports that recommended treatment plan as applied to the patient’s specific health situation; and
  • continuous outcomes evaluations and other aspects of meaningful engagement from the clinician after the treatment.

Good healthcare professionals want to provide this level of patient experience, but are often hampered from doing so for a number of reasons. (Here is a good Harvard Business Review article on the topic.)

RMSNY’s product-agnostic services greatly improve the ability of your clinician to provide the best patient care and experience.  Critically -- unlike a free cup of coffee -- these services support better medical outcomes and increased transparency for both the clinician and the patient.  Examples of the patient experience elements you can expect from an RMSNY Specialist include:

“Digital Front Door”. Taking the time to understand the patient’s “story” is critical to a clinician’s ability to make an accurate diagnosis, and then suggest an appropriate treatment path.   Unfortunately, your HCP often has too little time for meaningful interaction. (Telehealth can present even greater challenges to proper clinical evaluation.  This “failure to communicate” between the doctor and the patient can lead to serious adverse consequences. (See this article.)

RMSNY Specialists are committed to personalized, clinically meaningful and ongoing communications.  This begins with your first communication with an RMSNY Specialist through  The deep but intuitive patient user experience enables you to tell, and your clinician to hear, your story in a manner relevant to a proper diagnosis.  Further tools allow you to understand the unbiased, and science-based treatment options most relevant to your specific condition and other relevant personalized factors.

Independent, Condition-Specific and Science-Based Clinical Expertise.   Physicians themselves complain that much of medical education is irrelevant to actual clinical practice.  Moreover, in today’s world of fast-evolving medical science, fifty percent of even that education is said to be obsolete within five years. (See this article.)  

Given that, how does your healthcare professional know how to make a proper diagnosis specific to you?  How does she know how to treat that condition once diagnosed?

Unfortunately, busy practitioners often have no choice but to rely heavily on what medical product companies say about the safety and efficacy of their products.  FDA approvals are typically based on the results of industry-sponsored clinical trials, designed to achieve minimal statistical hurdles for a specific “intended use” for a particular product or medication.  Those trials often involve little if any long-term follow-up. (See here and here.) There is a good chance, often a likelihood, that a trial relied on by your physician for your condition excluded patients with your gender, age, genetic make-up, medical history, co-morbidities or another specific personal characteristic relevant to diagnosing and treating your particular condition. 

This is why the F.D.A., medical societies and other important healthcare constituencies are emphasizing the importance of “real world evidence”.  (See our separate while paper on this topic here.)   As the phrase suggests, real world evidence reflects longer-term outcomes in everyday clinical situations across many patient categories, and not only that category narrowly defined to give a product manufacturer the best statistical chance of obtaining approval for its product.

RMSNY provides your healthcare professional, as well as you the patient, the independent and fact-based information necessary to evaluate, select, monitor and adjust treatment approaches relevant to your condition and goals. 

Not Just Data, But The RIGHT Data.

Healthcare is awash in data, much of it with little or even negative value in the context of a patient’s specific condition and treatment evaluation.  The American Medical Association has referred to this phenomenon as the digital snake oil of the 21st Century. (See here.)  Doctors want to focus on clinically-relevant, patient-specific questions, but often have insufficient time to do so because of requirements to enter insurance reimbursement codes and other administrative burdens.)

RMSNY Specialists ask those questions which are relevant to proper diagnosis and treatment plan for you, not the average person. RMSNY provides clinicians and patients alike with the education and tools efficiently to identify the right questions, collect the right data and make that data available to you, your caregiver and any other healthcare professionals you wish to involve in your health and wellness goals.


Once you have received treatment, it is of course valuable for you and your practitioner to be able to measure – in a clinically meaningful manner – the ongoing change of your symptoms. It is even more valuable to your clinician be able to compare your specific “longitudinal” patient journey with the same statistical criteria reported by similar patients with similar conditions and treatments.                     

After treatment, your RMSNY Specialist regularly evaluates your outcomes in a quantitative, science-based manner, and provides you corresponding reports on your secure portal. Moreover, all of your healthcare team members have 24/7 access to real-time benchmark data from cohorts of patients defined by conditions, treatment and other clinical elements similar to yours.

Ongoing Collection and Reporting of Medically-Relevant Information. 

How often does your healthcare professional follow-up with you after he treats you in her office.  Or after she completes a telehealth call?  Or once he has prescribed a medication?   If you are being treated for more than one condition, how often do your different healthcare professionals communicate with each other?  How easy is it for them to do so?

Unfortunately, this lack of ongoing patient engagement is another serious failing in the patient experience for most of us.  And, it has serious implications for our health.  Medical errors cause hundreds of thousands of preventable deaths and injuries annually in the U.S. (See here, for example) A major cause is the “siloization” of medical information -- not only as among treating clinicians, but as between the clinician and the patient. (See this article.)

Again, this failure to communicate post-treatment usually is not the fault of your clinician, who is typically overburdened with administrative responsibilities and cost structures making it very difficult to maintain the post-treatment patient and fellow-HCP communications he would like.

Your RMSNY Specialist, however, has the tools allowing her to provide her patients with meaningful outcomes information, relevant individual and cohort benchmarking data, and personalized clinical suggestions based on those data. 

We hope you find the patient experience available from RMSNY Specialists and through to be useful in achieving your health and wellness objectives.  Please contact us here any time with questions or suggestions for improvement. 

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