How Simple Videos Are Transforming the Patient Experience
From Strangers to Familiar Faces: How Simple Videos Are Transforming the Patient Experience
In 2019, I was performing three bronchoscopy lists a week. Many of the cases were urgent—suspected lung cancer or serious respiratory symptoms—and most patients had already been seen by another respiratory physician. There simply wasn’t enough time to bring them into my clinic beforehand, but meeting them for the first time just before a procedure didn’t feel right either.
That disconnect—between doctor and patient—nagged at me. I knew there had to be a better way to build connection before the moment of care.
So I made a video.
It was basic but intentional: I introduced myself, shared a bit about my background, and explained the bronchoscopy procedure in a calm, conversational tone. I uploaded it to YouTube, created a shortened link, and began sending it to patients via SMS a few days before their procedure—with help from my remote team at AIR SECRETARY
The effect was immediate and profound.
Patients arrived less anxious. They felt like they already knew me. Our limited time together before the procedure became far more meaningful—they were informed, prepared, and came with thoughtful questions. It was no longer a rushed exchange; it was a true conversation. Patients show the video to their family.
One patient said, “I was so impressed by that video—no doctor has ever done that before.”
And then there’s the other common feedback: “You’re not a very good actor.” I take that in stride. I tell them it was filmed in one take, because I believe in progress over perfection. Creating videos isn’t my strong suit—but the value it delivers to patients is undeniable. And it makes for a great icebreaker. We laugh, they offer me acting tips, and the human connection deepens.
That single video has become the most impactful thing I’ve done in my practice.
It’s now a standard part of my workflow—automated, consistent, and deeply appreciated.
But it got me thinking.
If a simple video could reduce anxiety and improve outcomes before a procedure, what about the first appointment itself?
So I created another video—this time a warm welcome message, filmed in my consulting room. I introduced myself again, this time not just as a specialist but as a person. I shared a bit of my professional background, but also small personal details: that I got married in Metung, a beautiful spot in Gippsland, and that I barrack for the Melbourne Demons.
This video now goes out to all new patients two days before their first appointment with me. One of my Air Secretary’s sends it via SMS using a shortened link.
And once again, the feedback has been overwhelmingly positive.
Patients often come in and immediately start talking about football or asking me why we chose Metung for our wedding. These conversations break the ice and foster a sense of familiarity and trust before we even get to the clinical part of the appointment. They arrive more relaxed. They often bring a family member—because in the video I encourage it. They’ve thought about their health concerns, written down questions, and are ready to make the most of our time together.
That video took me just an hour or two to put together. But now, four years later, it continues to deliver value—day in, day out.
And it doesn’t stop with me.
When new doctors join our practice, I help them create their own videos. I show them how to set it up, help film it, and make sure their patients receive it before their first appointment. The results are the same every time: patients are more comfortable, and doctors feel the difference in how those first consultations begin.
This approach has become part of our ethos—using simple, human tools to create real connections in specialist care.
Why This Matters
In a busy specialist setting—especially where time is tight and cases are complex—connection can often take a back seat. But it shouldn’t have to.
A short, thoughtful video sent ahead of time can:
Reduce patient anxiety
Build trust before the first face-to-face interaction
Improve the quality of consent prior to procedures
Save time without compromising care
Offer a repeatable, scalable way to improve the patient experience
It’s not about being polished or perfect. It’s about being present, even before the appointment starts.
Connection First, Then Consultation
When we give patients a way to know us before they step into our rooms, we remove one of the biggest barriers to care: fear of the unknown. The video isn’t perfect. That’s the point. It’s human, relatable, and kind.
These tools don’t just make our jobs easier—they make the care better.
At AIR SECRETARY, we support this kind of patient-first innovation. Our trained, office-based team in Dumaguete helps deliver these messages to patients, and supports specialist practices with tools that build connection, reduce admin load, and improve the overall experience.
The best part? Once the video is made, it works for you over and over again.
If you'd like to explore how something as simple as a short welcome video could help your patients—and your practice—leave me a comment and I will send you the video.
How AIR SECRETARY Supports This
At AIR SECRETARY, we believe the patient experience starts well before they walk into your consulting room. Our trained team of Air Secretaries, based in our Dumaguete office, are equipped to help with all aspects of patient communication—from appointment management to sending videos like these in a timely, reliable, and professional manner.
We work with Australian medical specialists to improve not only the efficiency of their practices but the quality of care they provide.
Sometimes, that starts with a short video and a smile.
If you’re a specialist wondering how to build better rapport with patients, or how to make your practice feel more human without adding to your workload, this might be the simplest and most effective step you can take.
Leave a comment below if you would like me to send you my bronchoscopy and introduction videos.
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