At a visit to the bank today, I noticed an award certificate prominently displayed, attesting to the high quality of service the bank branch’s employees provided. Later, on a late night trip to the grocery store, two cashiers told me about the store’s customer satisfaction policy: grocery store clerks would be “written up” if their score from a secret shopper was less than a perfect 100.
Medical practices ought to have a commitment to patient satisfaction that is at least as great and probably greater than the bank or the grocery store. That kind of commitment is evidenced by posting patient satisfaction ratings and striving for all medical personnel to achieve a 100 percent patient satisfaction goal. Why would a medical practice settle for anything less?