Despite trying to stay healthy, I have a passion for fast food. Just the other day, I ate out at both Panera Bread and Taco Bell. I was struck that both companies asked me to complete a survey on my visit, with the request to visit online satisfaction survey sites printed automatically on the receipts.
These companies, like so many others, are collecting customer service feedback and probably act in some way on the results. I imagine the parent corporations for these stores are committed to making sure there customers get a great experience—not just great food, but a great all around experience, too.
I may be biased, but I think medical care is more important than tacos. I think attention to providing patient-centered medical services is more important than attention to providing good customer care with bagels and danish.
DrScore.com makes it just as easy and inexpensive for doctors to get patient feedback. Just as Panera and Taco Bell print the request on the receipts, I look forward to the day when all patients get asked for feedback when they receive a bill or a return appointment card.
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Posted in patient satisfaction, tagged bad doctor, bad medicine, doctor-patient communication, patient communication, patient feedback, patient satisfaction, physician, physician reviews, rate doctor, rate my doctor, rate your doctor on October 21, 2010|
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Some of my colleagues — other doctors — were recently discussing what to do about a situation. They thought another doctor had provided what they considered sub-optimal care to a loved one.
It was interesting to listen to doctors discussing this topic — it’s something that non-doctors have been talking about for a long time.
My answer to the question, “What to do if you believe the doctor did not provide the best medical care?” Here’s a few suggestions:
- Communicate with the doctor who took care of the patient.
- Respectfully raise your concerns.
- Find out the doctor’s story about what he or she did and what she or he was thinking.
Many times, our impression of the problem disappears when we hear the other person’s side of the story — and that isn’t just limited to the world of medicine. But ultimately, if there is a problem with the care, the doctor needs to know. Providing feedback is essential for doctors to improve.
That’s where doctor rating Web sites, such as DrScore.com come in. If a doctor feels intimidated about contacting another doctor with an issue about the care provided a family member, imagine how much more intimidating it is for patients who are not working in the field of medicine.
I will always believe that giving patients a discreet, anonymous venue means to give doctors feedback — like we do with the http://www.DrScore.com Web site — helps to facilitate feedback and improve patient care in a completely non-threatening way.
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