March 2008 Newsletter

Customer Feature - ADVENT
Advanced Ear, Nose & Throat Specialists
Madan N. Kandula, M.D.
Gwen M. Kandula, Au.D., M.B.A
www.advent.md
MiniCAT™ #00148

Advanced Ear, Nose and Throat Specialists, SC (ADVENT) began their venture and focus to treat patients with the best care, technology, convenience and customer service the industry could provide.  Madan Kandula, MD together with his wife, Gwen Kandula, AuD, founded ADVENT in November 2004. ADVENT’s primary focus is to provide patients with old fashioned empathy; along with the latest technology and less invasive techniques to ease recovery and work absence.
           
ADVENT has recognized the cost shift of healthcare onto the patient and the burden it encompasses.  Healthcare is rapidly becoming a service industry that makes the patient a customer.  With this evolving change in healthcare, ADVENT has focused on the need to accommodate patients and provide customer service. The patient now demands convenience and empowerment when it comes to their treatment.  ADVENT took this opportunity to implement a timely and innovative commodity: the Xoran MiniCAT™. 

As society faces both child and elder care, the need for healthcare providers to offer commodities to accommodate patient time restraints is monumental.  ADVENT recognized this and was proactive; being the second ENT practice in Wisconsin to offer patients the convenience of an in-office CT scanner.  The MiniCAT™ created convenience for ADVENT’s patients by limiting multiple appointments, which ultimately minimized their out-of-pocket expenses and time off of work. This helped to alleviate the cumbersome task of coordinating care for the patient due to ADVENT providing a one-stop-shop.

ADVENT has taken many initiatives to educate patients on the convenience the MiniCAT™ provides for their patients. They have successfully featured the MiniCAT™ in their latest newsletter that was mailed to both referring physicians and patients.  These newsletters are commonly used as handouts at both health fairs and community educational talks ADVENT participates in. The newsletter was also featured as an advertisement in the Milwaukee Magazine, which again helped to market the device to existing and potential patients.

ADVENT did not limit education on the MiniCAT™ to patients alone, but extended it through a direct mailing to referring doctors’ offices.  The mailing featured the technology and convenience it offers for patients. After the mailing, ADVENT called and coordinated educational “lunch and learns” with the referring doctor’s office. These lunches provided information on the MiniCAT™ and how it benefits patients.

ADVENT’s website, www.ADVENT.md, also does an excellent job highlighting the MiniCAT™.  ADVENT’s, Dr. Madan Kandula is regularly featured on local Milwaukee news stations to promote and educate patients on the innovative MiniCAT™ and the convenience it offers.  The news clips are burned on a CD as a continuous loop that plays on a flat screen in ADVENT’s waiting room.  These news clips are available for viewing by all individuals that visit ADVENT’s office. ADVENT also creatively markets this great technology though their on-hold messaging system.

Through these marketing initiatives, ADVENT provides both education and empowerment to patients to make their own decisions on medical treatment. The implementation of the MiniCAT™ correlated with ADVENT’s initial goal of servicing the patient with the latest technology, which also provides convenience.  Patients commonly are impressed and appreciative of the convenience of having their test done the same day that they see the doctor.  The MiniCAT™ has allowed ADVENT to increase profitability, but more importantly, service their patients with the best care, convenience and technology.

Rebecca Wulff
Business Administrator
Advanced Ear, Nose and Throat Specialists, S.C.
Milwaukee, WI

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