Episurf’s Product & Customer Support Approach with Patrick Jamnik

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In this Episode

• 04:23 The Ideal Patient: ‘Gap Patients’
• 09:02 Addressing the Needs of Middle-Aged Patients
• 14:17 Damage Marking Reports and Patient Selection
• 21:44 Enhancing the Customer Experience with My Fidelity
• 28:33 Enhancing the Customer Experience with My Fidelity

Quotes From This Episode

[Patients are] oftentimes just left with a surgeon, a sports medicine surgeon, trying to sort of make their stuff work later on in life than a lot of their stuff was sort of intended for, or a joint replacement surgeon, just trying to sort of like either get the patient old enough or just do a joint replacement procedure on a patient that was never really intended to, and doesn’t necessarily always have the damage ready for that type of procedure yet. So they’ve just been sort of left behind historically and hopefully as a company we can play a role for those patients and help kind of advocate on their behalf.

Patrick Jamnik

Anytime you’re dealing with custom implants, there’s a lot of back and forth that can happen, and you never want there to be any questioning of sort of, where are we at or what’s next or, or how long does something take? And, and in the medical world, this is something we have struggled with historically…So we’re aiming to create as positive of an overall kind of experience as we can.

Patrick Jamnik

As a smaller company, you can act and project with a normal voice that the big companies just cannot do on a corporate level…And it’s not even a criticism of those big companies. They have to, the way that they’re set up, they, have to act in a certain manner. So for a large orthopedic company, pick any of them, doesn’t matter which one, you know, for them to make posts on LinkedIn, that’s going through five layers of lawyers and everyone has their say so in it. And what might’ve been an interesting message ahead of time has been, you know, kind of watered down.”

Patrick Jamnik