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Posts Tagged ‘Internet’

Delta Airlines in-flight magazine included a review of wine and business expert Gary Vaynerchuk’s book, The Thank You Economy.  The review said that customer service today is generally poor and that social media will make bad service a much bigger deal.  But it is a double-edged sword: companies can also use social media to give their customers a more personal experience.

This is all half-right when it comes to medical care.  Doctors are giving their patients great medical care day in, day out.  But it isn’t always perfect, and at times patients feel their care is lacking.  The Internet and social media can make mountains out of the negative experiences, ruining doctors’ online reputations.

The key is how to use the Internet to nip the problems in the bud, not by trying to “paper over” the problem with online reputation building services but by actually improving the quality of care and making the quality of care more transparent.

DrScore does both these things.  First, by giving doctors an easy, low cost way to get detailed feedback, DrScore gives doctors the information they need to do what they want to do, to give every patient a truly outstanding medical experience.  In addition, by making doctors’ overall scores transparent to the public, DrScore lets patients see a more representative picture of U.S. medical care.

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President Obama’s 2011 State of the Union address was forward-looking. In the address, he mentioned the Internet six times, focusing much attention on American infrastructure, technology and our future economy.  The President said within the next five years, the next generation of high-speed wireless coverage will be deployed to 98 percent of all Americans.

At DrScore, we’re forward looking too.  Paper-based surveys of patient satisfaction are horse-and-buggy technology, expensive, time consuming and wasteful.  Online doctor rating has many advantages, including flexible, drill down survey methodology. As all Americans gain greater access and facility working online, the few barriers that remain to obtaining low cost, easy, high quality patient feedback through the Internet will quickly melt away.

DrScore is just one small facet of the future that President Obama shared with us: an economy that’s driven by new skills and new ideas.  Our success in this new and changing world will require reform, responsibility, and innovation.

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Every day patients come to my office having already researched their condition on the Internet. The iPad is another innovation that will change how people access information. In addition, numerous apps are being developed that help people address their health care needs. These technologies will make it easier for us to communicate with our physicians and can make us more involved health care consumers.  

As these resources become more widely used, I anticipate that more and more patients will be giving their doctors feedback through the DrScore Web site. More doctors will use the Internet to communicate with patients. More and more, I find myself Googling with patients to help show them pictures of rashes and to find medical information on their condition. In addition to all its other benefits (and limitations), electronic medical records lets me easily show patients graphs of how their blood test results change over time. 

Medicine is evolving. Enjoy the ride! 

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