Frank’s story

How did you come into contact with an orthopedic instrument maker?

I rehabilitated in a center that also had an orthopedic instrument workshop and was not satisfied with the way they worked there. There was no shot. I think that had to do with the poor communication between the instrument maker and the rehabilitation doctor of the rehabilitation center. I have a complicated condition, there are still open wounds on my shins and it is a quest how to deal with that. But that wasn’t the only thing. Turnaround time was also huge. I had to wait weeks every time an adjustment had to be made and that always meant a standstill in the process for me. There were not days in between, but weeks. Sometimes I had to wait weeks for a new appointment. It seemed that they did not realize at all what that means for a client.

You had the idea that things could be done differently, that whole process?

I am a doctor myself and I see a trend throughout the healthcare sector, that people think too quickly and too often in terms of weeks or months. Devised by the institute, but without taking into account the problems the patient has as a result. And yes, sometimes longer waiting times are necessary, but very often not. And that has everything to do with a good organization and a good logistics process. I was being treated for my arms at De Hoogstraat and communication was excellent there. That was the reason for me to also request a second opinion for my legs there. During that first appointment I met Marcel Conradi, the director and the rehabilitation doctor, Bert Kap.

Frank is happy with the fast service that does not slow down his recovery process

What was your first impression?

They thought along with me in a completely different way and looked for solutions. I don’t think the previous instrument maker really knew what to do with it. Various options were discussed here and I could immediately contact Protec in Amsterdam.

Have you become a different doctor because of what you’ve been through?

I definitely think I’ve become a different doctor to my patients. Despite the fact that I was already a “patient doctor” in the past, I can now put myself in the shoes of the person sitting opposite me even better.

Do you now look at the role of the patient differently as a doctor, now that you have ended up in that role yourself?

I certainly look at the role of a patient differently. The care appears to be organized much more than I realized in general around the care provider and not around the patient. Often the interests of care providers seem to prevail over those of patients. This is also an unintended effect of commerce in healthcare. In addition, as a patient you regularly encounter care providers with a lack of motivation. Often frustrated about the current lack of influence and direction when it comes to providing care. I see this as a major threat to the quality of care in the near future.

How do you experience the services at Protec?

I find the service excellent. I email that I have complaints and a few days later time is made for me and the problem is immediately solved where necessary. So that’s a completely different concept, that’s counting in days, so I don’t have to stop and think about the process. And of course there are always things that take longer, but that is clearly communicated. In addition, it is solved here on the spot while I had to hand in the provision at the previous instrument maker and sometimes waited weeks and then it was not what I meant.