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Posts Tagged ‘patient survey’

I received an advertisement from a doctor rating Web site claiming that anonymous feedback is “Internet graffiti.”

That’s one way to look at it.  But in an area that can be as sensitive and private as medical care, giving patients the opportunity to give doctors feedback anonymously has the advantage of letting patients feel more open about their responses.

Physicians worry about this,  and there are many articles and blogs that discuss how anonymous feedback opens the door and allows people to unfairly trash doctors’ reputations.

In theory, that is possible. But in practice, based on the data we’ve collected at DrScore.com, by and large patients rate their doctors highly.  At most visits doctors get a perfect 10 from their patients when rated on a scale of 0 to 10.

I hope more and more people are encouraged to get online and give their doctor a score.  Doctors’ reputations will benefit from the public seeing a representative sample of patients’ satisfaction scores. And the only way to get that representative sample is to encourage patients to go online and rate their doctors.

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When I went on my recent trip to Japan, I flew United Airlines.  The meeting sponsors paid to have me fly in business class.  It was a great experience.  I could tell how the staff and the company were committed to giving me great care.
Just before the flight ended, a representative from United came over to me and surveyed me on my experience with the flight.  He was very polite, but at the time, despite my love of giving feedback, I just wanted to watch the on-flight entertainment system.  I think they would do well to offer an online feedback system like DrScore so that I could give my feedback at a time that was most convenient for me.

Sometimes I hear physician colleagues say that patient ratings aren’t a good way to assess the quality of health care.  They have a point, but they are also missing the boat.  I have no idea how to fly an airplane, much less all the other technical aspects of how airplanes and airlines work, just as most patients probably don’t know much about the technical aspects of medical care.  But I do know and I can comment on whether my experience on my trip was good or bad.

Patients know whether they have received a good medical experience.

Safe, on-time air travel is like making the right diagnosis and giving the right treatment.  It’s a critical foundation for great service, but it isn’t the end of great service.  A caring experience is essential, too.

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