A very interesting article; I agree with all the facts stated and I am no
fan of Press Ganey for many of the reasons stated. We should all advocate
for the application of the science of surveys when discussing patient
satisfaction. The article hits on this very well: the low response rate of
the Press Ganey surveys make them invalid and we all know it.
1) The article portrays the physician as some type of drone that can only
make two possible choices in caring for patients: incorrect/popular
decisions vs. correct/unpopular decisions. We all know that most decisions
are somewhere in between these two extremes. Those physicians who
consistently make incorrect/popular decisions, while disregarding patient
safety, should be held accountable rather than given higher reimbursement.
We should not tolerate this approach of our colleagues! So, rather than
using satisfaction scores and RVU generation alone in our incentive
matrixes, we should also benchmark each physician on appropriate test
utilization and outcomes as these are all reflective of good, efficient,
cost effective patient care.
2) We are in a service industry, and, as such, the customers opinion should
matter to us. More importantly, we are in a helping profession so that a
combination of compassion, knowledge and expertise should dictate patient
care. Within that context, good communication with the patients should be
paramount. After all, when practicing medicine we are constantly obtaining
consent from our patients; it is our responsibility to explain the
Alternatives and Risks associated with our diagnostic tests as well as with
our treatment. In other words, treat the customer as you would like a
member of your family to be treated. If you always take that approach, your
patient satisfaction scores will reflect the empathy and knowledge that you
have communicated with your patients.
3) Good communication with your patients, not the number of tests ordered,
is what is correlated with fewer malpractice claims. Those who think
otherwise have not been paying attention for the past three decades.
Just one ED Docs opinion.
Saint Louis University
Cardinal Glennon Children's Medical Center
On Thu, Jan 10, 2013 at 9:16 PM, David Nelson <[log in to unmask]> wrote:
> Interesting article in the lay press about Press Ganey relevant to all in
> the ED
> David Nelson, MD
> Children's Hospital of Nevada at UMC
> University of Nevada School of Medicine
> For more information, send mail to [log in to unmask] with the
> message: info PED-EM-L
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For more information, send mail to [log in to unmask] with the message: info PED-EM-L
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