Creating a Healing Journey

Curating the Patient Experience at RIFM


Dr. Aaron Hartman

June 4, 2024

Patient-Experience-Interview-Split

    I recently interviewed my wife and Co-CEO, Becky Hartman. Becky has been instrumental in shaping the patient experience at our clinic, and in our conversation, we delved into the intricacies of what makes our approach unique and effective. I’m including the full video interview, but I’m also going to highlight some of key ideas that came up in our conversation.

    The Vision Behind Our Curated Patient Experience

    At RIFM, our goal has always been to create a healing environment that is distinct from the typical medical office. Becky articulated this vision beautifully, stating, “We really desire this to be a space where people can come and truly focus on themselves—their healing, and their health journey.”


    “We really desire this to be a space where people can come and truly focus on themselves—their healing, and their health journey.”


    From the moment you interact with us—whether online or in-person—our aim is to make you feel seen, heard, and cared for. Becky emphasized, “We want it to feel different. We want it to be a peaceful environment where the person at the front desk is able to focus on you.”

    Crafting a Unique Office Environment

    One of the standout features of our clinic is its physical environment. Our lobby is designed to be welcoming and stress-free. You won’t hear phones ringing or see a cluttered front desk. Instead, you’ll find comfy seating, cozy spaces, and live plants that not only beautify the space but also purify the air.

    Becky shared an interesting tidbit about our plants: “The plant roots actually grow on the back of the wall, and they have bacteria that act like little HEPA filters, pulling out particles from the air.” These plants are actually filtering the air that we’re sitting in.

    Virtual Patient Care

    We’ve also structured a robust virtual support system to ensure that you receive focused and dedicated care. An offsite nurse and virtual assistants are focused on patient inquiries, allowing our front desk staff to concentrate on in-person interactions. Becky shared, “Having dedicated roles ensures that our team can fully focus on their specific tasks, enhancing the overall patient experience.”

    The Application Process: Ensuring Readiness for Healing

    We have a unique application process for new patients, designed to ensure that those who join are ready to commit to the intensive and collaborative healing journey we offer. Becky explained, “We need to find the people most ready to be doing the hard work necessary to heal. That’s where the application process comes in.”

    This process includes filling out detailed health intake forms from the comfort of your home, allowing you to provide comprehensive information without the rush often associated with medical appointments. And once again, ensuring that when you arrive in the office, you can be fully present and we can be present with you.

    Initial Visits & Personalized Follow-Ups

    Our first visits are thorough, often lasting up to 2 hours (and 2.5 – 3 hours of committed time by your physician). This time allows us to dive deep into your health history, understand your goals, and create a personalized plan. Becky mentioned, “Patients are often amazed at how much we cover in that initial visit. It’s about laying out a comprehensive roadmap for their health journey.”

    Follow-up visits are equally detailed, focusing on reviewing lab results and fine-tuning your personalized health plan. We ensure continuous support through detailed follow-ups and educational resources.

    Health Coaching: Bridging the Gap

    Another unique feature of our patient experience is health coaching. Each in-person member receives four complimentary health coaching sessions. Becky highlighted the importance of this support, saying, “Health coaches help make the process accessible. They can guide you through dietary changes, stress management, and other practical health tips.”

    Digital Courses through RIFM

    Educational Resources for Continuous Learning

    You’re already here on our blog, so you probably know how big a deal education is for us at RIFM. Education is a cornerstone of our approach. We offer various resources, including courses and community support, to keep you informed and engaged. The educational resources we put out are an extension of our care. Becky noted, “We want to provide continuous support, whether you’re ready to dive in now or need more time to prepare.”

    Looking Ahead: Expanding Our Reach

    We’re excited to introduce our new Connected Health program, starting with a focus on gut health. The Connected Cleanse is a part of this initiative. Becky described it well as “a more accessible version of an elimination diet, designed to help people feel better quickly without the strictness of traditional elimination diets.”

    Our new Connected Health program aims to provide comprehensive, geographically unrestricted support. Becky expressed her excitement, saying, “It’s going to change a lot of lives. We’ve figured out how to address major health areas like gut health, stress, and sleep, and make these resources accessible to everyone.”

    Conclusion

    At RIFM, we’re committed to making your healing journey as supportive and effective as possible. Becky and I are both thrilled about the innovations we’re introducing and the positive impact they will have on your health.

    Thank you for being a part of our community. Stay tuned for more updates and insights as we continue to evolve and enhance your healing journey.


    Special Update

    Dr. Jenski is currently accepting a limited number of new applications for Advanced Functional Medicine.

    We are briefly evaluating new applications. If interested, we encourage you to apply quickly as additional spaces are limited.
    Apply for Advance Functional Medicine
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