Why Customer Service is the Missing Link in Healing: How VELA is changing this.
I want to tell you a story about a moving company.
My husband and I hired a team last year to move us from Tennessee. Now, I’ve hired plenty of movers in my life, and usually, they just move boxes from Point A to Point B. But these guys were different.
They didn’t just lift furniture; they paid attention. They saw my essential oils, my vitamins, and my health supplies, and they actually asked me about them. When I asked them to move a box or stack something differently, the answer was always an immediate, cheerful, “Yes, ma’am”.
It hit me: That’s it. That is the secret sauce.
People want to be heard. Whether you are moving a couch or healing a wound, people crave great customer service. At VELA, we realized that if a moving company could make us feel that cared for, a healthcare company absolutely must do the same.
Here is how we are changing the culture of clinical care, and why we believe service is actually a medical intervention.
1. The “Yes, Ma’am” Standard: Why Responsiveness Matters
Responsiveness reduces anxiety, and lowered anxiety helps you heal. In a medical system where patients are used to hearing “wait,” “no,” or getting voicemail, simply answering the phone is a radical act of care.
When we launched VELA, we looked at the gaps in the system. The biggest one? People not feeling heard. We decided that our hearts, our genuine desire to help, had to lead the business.
This means when you have a concern about your wound, we don’t just add it to a file. We respond. We validate. We treat you with the same respect and immediacy those movers treated us. It sounds simple, but in healthcare, it’s revolutionary.
2. Pouring Into Ourselves So We Can Pour Into You
You cannot serve from an empty cup.
We knew that to give our patients the energy they deserve, we had to have that energy ourselves. So, we made a team commitment: we prioritize our own health.
It started with a 7:00 AM alarm. No excuses. The whole team nurse practitioners, founders, everyone committed to getting up and hitting the gym.
Why does this matter to you as a patient?
- Energy: When our providers walk into your home, they are energized, not burnt out.
- Epic State: We get ourselves into a high-vibration mental state so we can lift you up.
- Empathy: We know that changing habits is hard because we are doing it too. We are walking the walk right alongside you.
3. Mobile Care: The Ultimate Act of Service
For a patient with a complex wound, the simple act of getting to a doctor’s office can be a nightmare. We have seen spouses struggle to load wheelchairs into vans, stressing over every bump in the road.
Bringing hospital-grade care to your bedroom is the ultimate act of customer service. It says: “We value your comfort and your safety enough to come to you.” It changes the dynamic from stress to relief.
4. Small Gestures, Big Healing Outcomes
Service isn’t just about being nice; it’s about caring enough to tell the truth.
Sometimes, the kindest thing we can do is offer “tough love” education. We care about you too much to let you sabotage your progress with bad habits. For example, our team will look at the whole picture: your nutrition, your movement, and your environment and guide you toward better choices.
Read More: Great service includes protecting you from misinformation. Before you reach for the hydrogen peroxide or sugary snacks, read our guide on the 5 worst things you can do when you have a wound to see if you are unknowingly blocking your own recovery.
The VELA Promise
We want you to heal so badly that we are going to pour everything we have into you. From the moment we pick up the phone to the moment your wound is fully closed, our goal is to make you feel supported, respected, and heard.
Healing is our passion. If you are looking for a team that treats you like a person, not just a patient, Contact Us today. We’d love to help you heal.