Overcoming Objections
I don't go to OMS anymore
Thank you for that information. I'd love for you to tell me a little more about your experience at One Medical Seniors.
What was the primary reason you chose to leave OMS and go with your new provider?
I found a doctor I like better
"That's great that you found someone you're comfortable with - having a good relationship with your doctor is so important. I'm not trying to replace that relationship.
How accessible is your new doctor? / How soon can you get an appointment at your new office?
How long does it take you to reach someone at your new office?
I found a doctor closer to my house, I only have to walk a few blocks
I understand distance is important to you and that you found a closer provider, we do have other locations and I'd love to take a look here to see if we have an office that is closer, how does that sound? - Aside from location, what will you miss most about OMS? (get them to realize it's not all about location but about the great care they will no longer have with OMS) - Insurance Benefit / Transportation. Virtual Visits
Why are you calling me? I already told someone I left
Apologies, I see that you've notified the care team you are no longer with One Medical Seniors. However, I'm with the patient experience team and I'm calling to check in and see how your care is going and collect feedback on your experience at One Medical.
I can never get in touch with my care team directly
I understand your frustration of being unable to get connected to someone directly in the office. However, we upgraded to the centralized phone system to ensure the in-office staff is giving 100% attention to patients in-office for appointments. This change also ensures our patients are able to connect with a care team member within minutes and the care team is available 24/7. Any care team member can support medications, referrals, scheduling and more. If you do need a call back from your Health Navigator or Provider, this will be urgently passed along.
New App Benefit: While you can't call the office directly, with our new upgraded patient portal via online portal and mobile app, you have access 24/7 to message your Provider and Health Navigator directly. This is a 24-48 hour turnaround time but you can be directly in communication via messaging 24/7 ensuring you are getting everything you need.
I didn't feel heard in the office
Thank you for expressing your concerns, we appreciate this feedback and we want to work with you to achieve your health goals. (Follow Up Open Ended Questions:
Tell me more about why you felt that way
What happened during your visit to have you feel that way?
What could we do differently next time around to keep you as a patient with us?)
Feedback like this is how we are able to improve our care and we'd love the opportunity to show you a different experience this time around. I'll be your patient advocate and support you throughout your journey with OMS.
I left because I don't like technology and don't want to use the OM App
"I hear you - not all of our patients are comfortable with technology, and that's understandable. The good news is, you don't have to use the app at all.
Everything can be done by phone:
Call us 24/7 and speak directly with someone
Schedule appointments over the phone
Request prescription refills by phone
Talk to your care team without ever touching a computer
The app is there if you ever want to try it or if a family member wants to help you use it, but it's absolutely not required. You can get the full One Medical experience just by picking up the phone.
I wasn't able to ever get an appointment same day or next day when I needed it
I understand your concern with that scheduling issue and that's not typical here at our office as we want to ensure we see patients timely and as needed. We have made improvements to our scheduling, opening up availability and ensuring we have SD/ND availability for urgent needs. We also recently upgraded our patient portal which will allow you access to an online portal and mobile app to schedule at any office, with any provider when it works best for you. We offer In-Office, Remote and Annual Wellness Visits and you can select what's most convenient for you. Once the visit is complete, you will have immediate access to the visit summary.
My provider left and I followed them to Centerwell
I can assure you, we do our best to have patients remain with one provider for consistency but our team is well versed in seeing patients outside of their panel based on patient chart information and communication amongst the team in the mornings. We also ensure that each provider that departs gets the new patient's provider up to speed so there are no gaps within care, communication and appointments.
New App Benefit: With our new upgraded patient portal, you have access to an online portal and mobile app where you have full visibility into scheduling on your own, at any time, any office and any provider. You will have full control over your consistency or flexibility of providers to ensure you're getting care when needed.
I heard Amazon now owns OMS and I'm not comfortable with that
I understand your concerns but I want to reassure you that Amazon and One Medical coming together as one brings so much opportunity to our patients to leverage different resources such as discounted pricing and Amazon Pharmacy. We most recently just upgraded our patient system and you now have access to an online portal and mobile app where you have full visibility and control of your health being able to message, schedule, request prescriptions, view visit summaries, lab results and more.
(Open Ended: What concerns do you have about Amazon and One Medical coming together to improve healthcare?)