By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
Health Works CollectiveHealth Works CollectiveHealth Works Collective
  • Health
    • Mental Health
    Health
    Healthcare organizations are operating on slimmer profit margins than ever. One report in August showed that they are even lower than the beginning of the…
    Show More
    Top News
    headphones can create health problems
    The Harmful Health Effects of Using Headphones
    September 24, 2021
    Headache causes
    4 Causes Of Headache You Probably Didn’t Know About
    December 28, 2021
    follow these steps to recover from your injury
    What Steps Should You Take to Recover More Quickly from an Injury?
    April 12, 2022
    Latest News
    Beyond Nutrition: Everyday Foods That Support Whole-Body Health
    June 15, 2025
    The Wide-Ranging Benefits of Magnesium Supplements
    June 11, 2025
    The Best Home Remedies for Migraines
    June 5, 2025
    The Hidden Impact Of Stress On Your Body’s Alignment And Balance
    May 22, 2025
  • Policy and Law
    • Global Healthcare
    • Medical Ethics
    Policy and Law
    Get the latest updates about Insurance policies and Laws in the Healthcare industry for different geographical locations.
    Show More
    Top News
    Cash Transfers: Good for HIV/AIDS Too
    August 9, 2012
    unnecessary medical tests
    Eagerly Awaiting the Death of Defensive Medicine
    September 5, 2013
    Image
    Mobile Health Around the Globe – mHealth Fighting Malnutrition in India
    December 17, 2012
    Latest News
    Let Your Lawyer Handle the Work Before You Pay Medical Costs
    July 6, 2025
    Top HIPAA-Compliant Messaging Apps for Healthcare Teams
    June 25, 2025
    When Healthcare Ends, the Legal Process Begins: What Families Should Know About Probate and Medical Estates
    June 20, 2025
    Preventing Contamination In Healthcare Facilities Starts With Hygiene
    June 15, 2025
  • Medical Innovations
  • News
  • Wellness
  • Tech
Search
© 2023 HealthWorks Collective. All Rights Reserved.
Reading: Better Patient Satisfaction – Which Model to Follow?
Share
Notification Show More
Font ResizerAa
Health Works CollectiveHealth Works Collective
Font ResizerAa
Search
Follow US
  • About
  • Contact
  • Privacy
© 2023 HealthWorks Collective. All Rights Reserved.
Health Works Collective > Policy & Law > Public Health > Better Patient Satisfaction – Which Model to Follow?
BusinessPublic Health

Better Patient Satisfaction – Which Model to Follow?

Michael Kirsch
Michael Kirsch
Share
5 Min Read
SHARE

Patient satisfaction is an important element of medical care.

Patient satisfaction is an important element of medical care. It was always important, but it has taken on a new significance since hospitals and physicians will be graded on their bedside manners. And, these grades count for cash. Money motivates. Who believes that a leopard can’t change its spots? Throw a leopard into the pay-for -performance arena, define spots as inferior quality, and watch what happens. We would all witness a Darwinian tour de force as leopards would become spotless in just a few generations.

Recently, I was exposed to 2 models of customer service. First, I endured the experience of setting up cable service for TV and wireless internet. Sounds easy, but I would not advise this task for anyone who has a heart condition. What should have been easily accomplished in one phone call took multiple calls to screw it all up. Of course, every single call ‘was important to them’ and required a generous amount of waiting time for me. With one exception, every customer service agent I reached was located in another continent. I am not railing against outsourcing here. Companies make products and hire workers abroad because it is in their economic interest to do so. However, since my specific and simple question was best answered by one of their local folks in Cleveland, none of the reps in India or the Philippines could answer it.

Try also explaining to them that it is hard for a working person to be home to greet the local installer when you are not given a specific time of their arrival.

More Read

How a Tear-Jerking Cleveland Clinic Video Went Viral
Fall Marketing Strategy: Financial Advantage Reminder for Patients
The Downside of P4P
Minnesota Community Measurement and Consumer Reports Publish Physician Ratings
When Is a Mammogram Not a Mammogram?

I can’t wait when I need to contact these guys when the system is malfunctioning. I don’t yet have coronary disease, but I might pop a nitro under the tongue then just in case. The headache the pill might give me will nothing compared to the throbbing migraine the phone calls will cause.

In addition, different reps offered entirely different advice, which I think were total guesses. This is always fun for the customer. See excerpt below.

     Rep #1: I recommend that you do this

     Rep #2: I recommend that you do not do this.

     Rep #3: I recommend that you contact Rep #4.

I tried to beg or bribe them for a local Cleveland phone number to contact, but this classified information was on a ‘need to know basis’, and my need to know didn’t cross the threshold.

And then, there’s the Apple Store. My beloved iPhone unexpectedly suffered a cardiac arrest, a total meltdown without warning. Cruised over to Apple and was immediately greeted by an affable rep who actually seemed to care about my misfortune. I was siphoned over to another rep who in a few minutes recognized that my iPhone’s soul had already ascended to heaven and would no longer enjoy an earthly existence. He provided me immediately with a new device and waited by my side until he could verify that it was operational. I’ve been to this store on other occasions and am always impressed with the courtesy, efficiency and competence that their outstanding staff show to their customers. It reminds every time me how inadequate and undervalued customer service is in the marketplace.

Is Apple simply doing what all companies should do, or is this standard unreasonable? Do other companies make it tough on us on purpose to discourage us from complaining or asking for refunds or rebates? How many gazillions of dollars to insurance companies reap because we simply give up seeking relatively small amounts of money that we believe we are entitled to?

Which model of customer service do we physicians use with our own patients? Do we emulate the airline industry? Or, do we look to a group of young and energetic geeky types for guidance?

Remember the adage, an apple a day keeps the doctor away? I suggest that we doctors keep an apple on our desk to remind us why we come to work.

If you are inclined, leave a comment below. I assure you that ‘your comment is important to us.’  You comment may be monitored for quality assurance.

TAGGED:patient satisfactio
Share This Article
Facebook Copy Link Print
Share

Stay Connected

1.5kFollowersLike
4.5kFollowersFollow
2.8kFollowersPin
136kSubscribersSubscribe

Latest News

9 Lifestyle Tweaks That Can Add Years to Your Life
9 Healthcare Lifestyle Tweaks That can Add Years to Your Life
lifestyle
July 11, 2025
car accident lawsuit
Let Your Lawyer Handle the Work Before You Pay Medical Costs
Policy & Law
July 6, 2025
women dental care
What Is a Smile Makeover and How Much Does It Cost?
Dental health
June 30, 2025
HIPAA-Compliant Messaging Apps
Top HIPAA-Compliant Messaging Apps for Healthcare Teams
Global Healthcare Policy & Law Technology
June 25, 2025

You Might also Like

Fine-Tune Your Facebook Following Through Smart Contact

December 22, 2014
ebola and EHR
eHealthMedical RecordsPublic Health

Ebola: Are We Relying on EHR to Tell the Story?

October 24, 2014

What do Patients Really Want? Part II

January 24, 2012

Do We Want Income Equality?

March 21, 2011
Subscribe
Subscribe to our newsletter to get our newest articles instantly!
Follow US
© 2008-2025 HealthWorks Collective. All Rights Reserved.
  • About
  • Contact
  • Privacy
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?