Why One Surgeon Left a Big Medical Agency

An orthopaedic surgeon we work with had her practice website with one of the large national medical marketing companies. On paper it looked like the safe choice. They build websites for thousands of practices. They have a big team. They have a polished sales process.

Then she needed a change.

A Ticket, Then Silence

Nothing complicated. An update to her practice website. She submitted a request, the way the company asked her to, through a support ticket.

Then she waited. Days went by. Sometimes a week passed before anyone even replied. When someone did, it was not a person who knew her practice. It was whoever picked up the ticket next.

She did not feel like a client. She felt like one more website in a very long line.

For a surgeon, that matters. Her website is the first impression for every new patient who searches her name. When something on it needs to change, it needs to change now, not when a queue gets to it.

What She Wanted Instead

She did not ask for anything unusual. She wanted:

• A real person who knew her, her practice and her goals.
• Answers in hours, not days when she needed something.
• To feel valued, like her website mattered to the people running it.

She had already worked with us on her personal website since 2018, so she knew what that felt like. In 2022, she asked us to take over her practice website too.

What Changed

Today she talks directly with the people who do her work. No ticket queue. No starting over with someone new each time. When she has a question, she gets an answer.

And the work shows. Her name and her practice come up on the first page of Google for her specialty in her city, and Google's AI names her practice when patients ask. No one can honestly promise that result for every doctor, and we never do. But it does not happen by accident, and it does not happen when your website is a ticket in someone else's queue.

You can read more of her story in The Day a Surgeon Disappeared From the Internet.

What Every Doctor Should Expect

• You know who is working on your website. By name.
• Changes do not wait a week. Your website is part of how patients choose you.
• Your website is built for you, not copied from a template used by other practices.
• Your firm is not also working for the doctor down the street.

Before you sign with anyone, ask the questions in Big Agency or a Partner? 10 Questions to Ask Before You Sign.

One Doctor Per Specialty, Per City

We work with one doctor per specialty in each city, so when we work for you, we are only on your side. Ask for your free Position Report and we will confirm within one business day whether your specialty is still open in your city.