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An Open Letter from Sono Bello
After reading various websites and reviews of Sono Bello online, I was left troubled with the thought that anyone has had a negative experience with us or believe we’re anything less than determined to provide excellent patient care. When Sono Bello opened, our mission was to offer our patients the most experienced laser assisted body contouring procedures while providing the best patient care. I believe we have done this for the vast majority of our patients. With this in mind, I’d like to directly address statements that have circulated online.
Since 2008, our physicians have performed over 25,000 body contouring procedures, with excellent outcomes for our patients. With our sole focus on Laser Assisted Body Contouring you can be sure our doctors are experts. In the uncommon instances where patients expectations have not been fully met, we engage patients directly and actively to address and resolve their concerns. Most importantly, we strive relentlessly to learn from experience and improve. As a result our patients have given our surgeons a satisfaction rating of 95.6%.
One of the ways we’ve tried to improve the typical doctor’s office process is by connecting every potential patient with a Patient Care Consultant during a complimentary consultation. This allows our patients to learn more about our procedures prior to meeting with their Sono Bello surgeon. This enables our patients to be educated about our procedures and ask questions of their doctor’s specific to their treatment and their needs. This helps our patients better understand what is and isn’t possible with this procedure, helping to insure we can better meet our patient’s expectations.
It is our goal to make sure that every question is answered completely and accurately and that reasonable and appropriate expectations are set and then met at every interaction with both our staff and our surgeons. We have numerous checks and balances to monitor a patients’ experience with our consultants, staff members and surgeons so we can ensure the accuracy and integrity of this process, to ensure your expectations are being met. It’s this careful monitoring and continual learning which has enabled us to achieve unheard of satisfaction levels both for our procedures and our surgeons. In 2012 our patients, on a scale of one to 10 (10 being the best possible), rated their experience with us as a 8.98 out of 10.
Setting unrealistic expectations and engaging in high pressure sales tactics are not a benefit to our customers or our business and are not practices that Sono Bello endorses or condones. In the rare instances where such practices have come to our attention we have not hesitated to take immediate action including terminating employment for violating our policy. Managing expectations for what is possible and what our procedures will feel like is extremely difficult as each person’s experience can be as unique as their bodies. With this in mind we have prepared and share with all our patients our internal surveys that clearly show the average patient experience both during, and post procedure. Even using the data from over 20,000 procedures the best we can do is report on the average experience. It’s important that each patient put these averages in light with their past experiences to decide whether or not this procedure is for them. At Sono Bello we have gone to great lengths to provide our patients with more tools, information and research to insure that when they decide to have this procedure they have all the facts.
Sono Bello began doing business as a result of revolutionary new technologies. ‘Smart Lipo’ and ‘Lunchtime Lipo’ were being touted across the industry as a relatively quick and painless solution. Unfortunately, many facilities and doctors still make this claim. However, we recognize that it is important to disclose that recovery time is an individually unique experience and may be longer or shorter than any given estimate. Since every patient is unique and has different tolerances and perceptions, it is understandable that some patients may feel the procedure was in fact ‘quick and painless’ while others may perceive the same procedures executed to exactly the same standard as being painful and resulting in lengthy recovery periods. In short, your mileage may vary.
With our goal of making sure our patients understand this we’ve been compiling patient surveys (with over 10,000 unique responses) for some time now that allows us to more specifically determine and discuss average recovery time metrics. Although we provide real-world statistics, we recognize and disclose that each individual patient’s recovery time will be as unique as themselves. We provide this information to better allow our patients to set their own expectations for the procedure. You can reference this data for yourself by visiting our blog.
Our Mission: To Be the Gold Standard in Body Contouring
At Sono Bello, we know that choosing the correct provider for your body contouring procedure is an important and personal decision. From the first consultation through the final post procedure follow up visits, our #1 goal is total patient satisfaction. Our patient assurance program is second to none in our industry and is a testament to our pride and confidence in the physicians who have performed thousands of successful procedures over the last 4 years. At Sono Bello, patient satisfaction is our top priority.
If you have questions please contact me through the form provided below.
Sincerely,
Michael Gellis, MD
Chief Medical Officer
drgellis@sonobello.com
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