It doesn’t matter how great the service is, if the experience isn’t up to scratch then the sensation you’re likely to be left with is probably what it must feel like to be a balloon that gets invited to a hedgehog party.
We’ve all been in a situation where we arrive somewhere with high expectations but find the reality is underwhelming – the posh restaurant with gorgeous food and a maitre d’ with all the charm of a slightly irritated bull elephant; or having great seats in the cinema only to have the person in the seat next to you create their own sound effects in their bag of popcorn.
In the end, businesses are there to meet demand, and although your primary concern when to go to see your GP, consultant, therapist or dentist is an improvement in your health and wellbeing, the way you’re treated has a lot to do with how you feel about yourself and about the professionals who look after you when it’s time to leave.
There are enough NHS and private clinics out there that will treat you like you’re just another widget on their production line, and the experience can have a tangible effect not just on your mood, but also on your determination to become well again.
At West 1 Physiotherapy and Pilates our friendly team goes above and beyond to give you the very best experience from the moment you walk through the front door to the moment we discharge you from our care.
We do that not just because it makes sense from a business perspective – if you feel you’ve been treated with care and respect, you’re more likely to come back – but because we also know the experience you have in our hands is important when it comes to how you manage your rehabilitation and recovery.
Think about it: if you go into a consulting room and you’re made to feel like you’re part of a factory process, you’re probably not going to be completely convinced that this is an establishment that is fully invested in your care.
If you doubt the integrity of your care, you’re probably going to doubt the integrity of your diagnosis. If you doubt that, simple psychology dictates that you’re more likely to be cynical about the treatment and care plan your therapist recommends.
And if you’re not convinced by your treatment programme, you’re going to be less inclined to work to achieve the outcomes you’re aiming for.
The work we do around musculoskeletal disorders, women’s health, sports injuries and clinical pilates is a partnership. It requires many things beyond your physical ability to heal.
It’s well known that psychology plays a huge part in recovery. Our primary aim above everything else – above kudos and reputation, above material gain and our own sense of achievement and success – is to get you fit and well. And we need you onside to do that.
So when you arrive at 22 Harley Street, to us you’re starting the first page in your own success story – and our team of physios want you to feel like your story is one of achievement and happiness. So that’s what we set out to make you feel.
We’re not interested in clock-watching or converting minutes into money. We’re interested in making you feel at home so you feel empowered to share your wellness story in a way that lets us help you as quickly and effectively as we can. Because in the end, our success – or lack of it – is defined by the pain you feel and the confidence you have to tackle it.
We’ll never recommend unnecessary treatments – although we will sometimes offer you the opportunity to have non-essential complementary therapies, explaining why we believe they could aid or accelerate your recovery.
We’ll never assume you have a profound understanding of the condition that has brought you to us (although many of our clients do) and we’ll always take the time to explain the physiological and anatomical effect so you can see how it impacts on your life and better understand how you need to approach your treatment with us.
And we’ll never, ever, ever under-estimate the power of a cup of tea and a chat.
You’re in good hands at West 1 Physiotherapy and Pilates. We stake our reputation on it.
If you’d like to talk to us about the work we do, we’d love to talk to you and discuss how we might be able to help. Just contact us to get in touch.