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t’s great to see that people are accessing DrScore research and hopefully putting it to use to make sure patients get the best possible medical care.

Dear Dr Feldman:

Re: Your paper published in Patient Related Outcome Measures

I wanted to let you know that your paper, “Patient satisfaction with obstetricians and gynecologists compared with other specialties: analysis of US self-reported survey data”, has been well received since it went online.

Total views: 576

URL: http://www.dovepress.com/articles.php?article_id=6063&l=ItAn0uejcIr9quaxAks7RURS20272

Weeks Since Published: 4

Best regards

Ms. Olliver
Dove Medical Press
2G, 5 Ceres Court, Mairangi Bay, Auckland, New Zealand.
PO Box 300-008, Albany, Auckland, New Zealand.

www.dovepress.com – open access to scientific and medical research

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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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Joe and Terry Graedon interviewed me about my book Compartments on the People’s Pharmacy: Compartments and Communication.

Our interview was about how misperceptions can lead to communication difficulties that interfere with good health care. When people are operating within their own area of expertise, they may find it hard to understand what the big picture looks like from another person’s perspective. Whether the differences lie between doctor and patient or between different health care providers, the results can be unfair judgments and missed opportunities.

This  attitude can affect the way doctors interpret the results of placebo-controlled trials and how they feel about home remedies. We also discussed the pros and cons of e-mail communication between doctors and patients, and how to choose a good doctor.

Listen here and let me know what you think.

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One of the big efforts to improve the quality of medical care in the United States is the implementation of electronic health records. By putting our medical charts into electronic media, doctors will have more uniform access to our health histories, can be given ticklers for important screening tests, and can be told of potential drug interactions with medicines that were prescribed by other doctors, along with many other potential benefits. You can learn more about the advantages [and disadvantages] of electronic health records on my Getting Better Health Care radio program: “Will the electronic medical record revolutionize health care?.

These benefits may help improve patient satisfaction, too.

However, electronic health records have the potential to negatively impact patients’ medical experiences.  DrScore.com research has shown that the No. 1 factor that drives patients’ satisfaction with their doctors is the patient knowing he or she is seeing a friendly, caring doctor.  If patients find their doctors buried in a computer screen, punching buttons and typing, it could take away from the sense that the doctor is providing the patient personal attention.

There are some things doctors can do to manage the situation.

  • First, don’t put the computer on one side of the doctor’s chair and the patient on the other.  If you do place things that way, the doctor has to  turn their back to the patient to see the chart, and that is simply not good for patients’ impressions of their doctor.  I know, because that’s how things are arranged in my new office!
  • The other thing that doctors can do, especially if their office is like mine, is to acknowledge the problem to the patient. Tell the patient, “These new electronic health records are helpful in so many ways, but one thing I don’t like about them is that I have to turn my back to you to look at your chart.  I hope you will understand and don’t mind.”  Comments like these let patients clearly know that they are being seen by a physician that cares about them and about their feelings.  Letting patients in on one of these little secrets about medical office functioning also lets them feel like they are a part of the process. And they are part of the process — they are the very center of it.

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DrScore heading toward 200,000 physician ratings.

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DrScore crested 186,000 physician ratings today. Help us reach 200,000 fast. Rate your doctor at www.DrScore.com.

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“You can cite all the statistics you want but I am telling you, that a pissed off patient is about 20 times more likely to post than a happy patient!”

I hear this type of comment quite often from doctors who think doctor reviews and online doctor rating are bad things.  However, I’ve run against the current on many issues in the past.  I don’t mind doing it.  My research found that tanning beds had addictive properties years before it became conventional to think so.  My research on how poorly patients used their medicine changed a lot of thinking in dermatology about how to best treat patients.  Some doctors still don’t believe me when I tell them online doctor rating is good for patients and for doctors.

Looking at individual ratings, on a 0-10 scale where 10 is the best score, the most common score a doctor gets on DrScore.com is a 10.  The next most common score is a 9.  The average score of doctors with 20 or more ratings is OVER 9 out of 10.  It amazes me that anyone familiar with these data believes that only unhappy patients rate doctors.

I can’t say that unhappy patients aren’t more likely to rate their doctor.  What I can say is that doctors have so, so many happy patients that doctors who have 20 or more ratings have an average score of over 9 out of 10.  Doctors shouldn’t be afraid of doctor reviews and online ratings; doctors should embrace online ratings and encourage all patients to rate their doctors.  Doctors have nothing to hide. Letting the public see a representative score of how doctors are doing will help the public see what a good job U.S. doctors are doing.

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