Podiatry Surgical Wow Factors: Pre-Op, Day-Of, and Post-Op Systems That Patients Remember

READ TIME – 2 MINUTES

Hey everyone, Don here—welcome to Podiatry Practice Mastery, where we help you get your practice to the $2 million mark and beyond.

Today I want to share something practical: my pre-procedure, during-procedure, and post-procedure “wow factors.”

I’m big on orchestrating the patient experience—because doing “good stuff” consistently is hard unless you have a process.

Pre-Op Wow Factor: The 30-Day Surgical Visit

Most of my surgical patients see me about 30 days before surgery.

At that visit we do:

Consent (not day-of)
A structured “pre-surgical discussion” (I use slides)
Review X-rays and plan
Go over complications clearly
Prescriptions entered early (they pick them up closer to surgery)
Shower cover + prep expectations

Why? Because I learned the hard way that day-of consents are a mess. Between nerves and meds, patients don’t retain much. This system protects the patient and protects you.

The Day-Before Call

Confession: I used to do this more when I did more surgery—but it works.

The day before surgery, I call the patient. Quick check-in. Any last questions. Calm them down. It’s a simple touch that feels big.

Day-Of Surgery Wow Factors

A few small things that patients remember:

I call the family when the surgery is done. Some surgeons go out to the waiting room. I find the call is more efficient and still personal.
The smiley face on the Coban. If I’m wrapping with Coban, I draw a smiley face (upside down so they see it right-side up). And if they get a review request, I’ll tell them: “Post that picture.” It makes your reviews more human.
Post-op card with my cell number. I give them their 2-week follow-up card, and on the back is my cell. Then I do something new: I ask them to text me when they’re home and settled so I know they’re okay. It saves me time (I don’t have to call), and it opens the door if they truly need something.

In-Office Procedures: Automate the Follow-Up

For office procedures (like matrixectomies), I don’t typically give my cell—but I do follow up.

If you use ModMed, you can use Tasks to automate this:

A repeatable task like: “Contact patient tomorrow to check in”
Staff can call or text via Klara
Same wording every time (copy/paste)
Mark it done and move on

Patients interpret this as “wow, they really care”… and honestly, a lot of it is just good systems.

The Post-Op Gift (My Favorite One)

After hospital surgery, patients get a small post-op kit:

A little popcorn box
Microwave popcorn
A handmade bookmark my daughter sews
All wrapped in a plastic bag with a bow

My daughter gets paid, patients love it, and it turns into a story they tell other people.

(If you want one of the bookmarks… you don’t need surgery 😂—if you visit the office, I’ll give you one.)

Want to Visit?

I actually have a doctor visiting me today. I can usually accommodate about one visitor per month. If you want to come see the office and how we run things, email me.

Key Takeaways

“Wow factors” only work consistently when they’re systemized
Do consent + full expectations 30 days pre-op, not day-of
A day-before call lowers anxiety and builds trust
Small touches (smiley face, family call) create memorable experiences
Automate post-procedure check-ins with EMR tasks + texting
A simple post-op gift turns into word-of-mouth marketing