EPISODE # 73

"Customer Satisfaction & Medical Care"

Today’s society increasingly demands transparency and access to information that allows for informed decision-making. The companies that created these surveys believe that by giving current and prospective patients and their families access to doctor ratings and comments, they gain additional insight into other patient interactions. As a result, they can make more informed decisions when choosing a health care provider.

These are examples of the questions, maybe not fully up to date, but will give you a hint into what you can expect on what will judge you daily (See attached Picture in the Box).

Customer Satisfaction Companies feel that access to patient satisfaction information allows the healthcare system to change policies, procedures, and communication techniques in their employees (Physicians, Nurses, Ancillary Staff, etc.) to ensure that they provide the best possible health care experience for our patients and families.

Customer Satisfaction, Verbal and non-verbal communication skills, and their implications with patient care are drastic and have implications in the work satisfaction, longevity, and even the stability of keeping your current job. Employers are even making decisions in hiring and firing, just based on the patient's perception of you and how "SATISFIED" they were with your care.

And trust me, "The customer is always right" - Sad but True. Well, guys, this is the name of the game, and as long as reimbursements percentages are based on customer satisfaction performance, these "judgment methods" won't be going away, not any time soon, at least not in my lifetime! 

And don't forget to share, if you care and found it useful!

Best, 

Alonso Osorio, M.D.