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Posts Tagged ‘quality improvement’

I recently returned from a trip to a national medical meeting at which I was invited to speak in a session titled, “Managing Your Online Reputation.”  The first guest speaker talked about personal experiences of being skewered online, and the second speaker talked about doctor rating sites in general and how those sites are a jungle of mean-spirited, libelous trashing of physicians.  Worse yet, the audience had come expecting that kind of discussion about online sites and desperately wanted to know what could be done to put an end to online doctor rating.

Now that’s my kind of audience!  I’m not someone who wants to preach to the choir.

My presentation went very well.  I started by explaining why I, a doctor, would start an online doctor rating site. I explained  the value of getting feedback from patients and described how that feedback has made me a better doctor. I also demonstrated how transparency actually helps improve doctors’ reputations in the community.

I think I won over most — if not all the doctors — to the idea that DrScore does online rating the right way and is a positive development for both patients and their doctors.  (At least I know I convinced those doctors who came up afterward to tell me what they thought of the talk.)  Some of the doctors who attended the session decided to sign up to use the DrScore.com patient satisfaction reporting service as a way to get feedback from their patients.

It is heartening to know that doctors can see the value in getting patient feedback and that at DrScore we’ve created an easyk inexpensive way for doctors to get that feedback as a tool to assist them in improving patient satisfaction.

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As the founder of an important and perhaps the first online patient satisfaction feedback Web site (and the only one I know of that doctors encourage their patients to visit), I am a huge believer in the importance of enhancing the quality of American medical care.

My focus is on helping doctors give patients care that patients perceive is terrific.  Many other people — determined physicians, dedicated scientists — are working to improve the  technical aspects of care, particularly by developing and incorporating measures of quality and by reducing the number of preventable adverse events.

Dr. David Nash, Dean of the School of Population Health and the Thomas Jefferson University, is an expert in this rapidly advancing field.  I talked to him yesterday on the Getting Better Health Care radio program.  You can listen to the program or download the podcast here.

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From time to time, I will have others from the DrScore team blog here. Here’s the first guest blog from Kimberly Khanna, Director of Sales & Client Services for DrScore …

I was recently speaking with a client who was looking for ways to make her patients’ wait in her busy pediatric practice’s waiting more enjoyable. It was a large practice, and long waits were inevitable — there was no way around that.

Rather than try and tackle that very large issue (which would take a long time to solve), she decided she would start small and revamp her waiting areas.

Here are a few of the things she did:

  • Place plants on all of the tables.
  • Make sure there were plenty of updated magazines and literature for patients to look through.
  • Make free coffee and tea available.
  • Update the kids’ corner so children could relax and play while they waited for their appointments.

Anyone with a child knows how stressful waiting at a pediatrician’s office can be. By focusing on the little things that could be done quickly, my client went a long way to making a stressful time less stressful and more comfortable.

Sometimes, it really is the little things that count.

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