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I have always wondered why in hospitals doctors and nurses customer service skills aren't monitored or recorded for quality assurance purposes.
On many review sites it seems like nurses and doctors are allowed to have less then impeccable customer service skills.
In the past when I worked in call-centers I know people had 3 chances to have good customer scores. Doctors and Nurses should be same, if they don't provide the best and most friendly customer service they shouldn't be working in health care customer service making big paychecks mainly from government deficit spending and high taxes.
I have read on different review sites that some nurses and doctors are rude. They should monitor and record their social interactions with patients by an outside auditor and terminate their employment for bad customer service.
Yes, doctors have been fired for performing poorly on patient satisfaction surveys.
Good, they shouldn't work in the medical field if they don't have good scores by satisfaction surveys. There duty is to good communication and impeccable professional skills.
Nurses and doctors should be fired if they rate poorly on satisfaction surveys.
After all, if there social skills are bad patients are not going to tell them about their medical issues.
If they went to school for a decade or more, they should have first-class communication skills and if they don't they should be terminated from their jobs.
Good, they shouldn't work in the medical field if they don't have good scores by satisfaction surveys. There duty is to good communication and impeccable professional skills.
Nurses and doctors should be fired if they rate poorly on satisfaction surveys.
After all, if there social skills are bad patients are not going to tell them about their medical issues.
If they went to school for a decade or more, they should have first-class communication skills and if they don't they should be terminated from their jobs.
So the finest surgeon in the world should be fired if he is a jerk?
Patients fill out satisfaction questionnaires when they leave the hospital. Medicare reimbursements is partially calculated on the results of these surveys. There are also independent web sites where customers rank and grade all kinds of services, including medical doctors.
Everyone's opinion differs but personally, if I know a doctor is one of the best in his field, I can be more forgiving if his bed side manner is a bit lacking.
Good, they shouldn't work in the medical field if they don't have good scores by satisfaction surveys. There duty is to good communication and impeccable professional skills.
Nurses and doctors should be fired if they rate poorly on satisfaction surveys.
After all, if there social skills are bad patients are not going to tell them about their medical issues.
If they went to school for a decade or more, they should have first-class communication skills and if they don't they should be terminated from their jobs.
There is a little problem here:
1. While there is an infinite number of call center employees available, there is a physician shortage.
2. If one fires a physician, sometimes they are very hard to replace. Try hiring a neurosurgeon- starting offers at $1 million, nearly every hospital system around the country has an opening for a neurosurgeon.
3. The customer is always right- the patient is not always right. Sometimes physicians have to make reccommendations that patients do not like, thus they get angry. As a physician, you are obligated to give the best medical advice, which is not always what the patient wants.
4. When talking with a doc, you may be talking to someone who has been up for 24 hours or has just completed a long, stressful surgery/trauma case.
5. I always try to be nice to patients. However, patients do not have the right to insult staff or create a disturbance in a clinic. Simply because they are there for healthcare does not give them the right to act like an ass- the nurses are human beings as well. I really don't care if a patient "goes off" on me, but leave the staff alone.
6. Patient ratings are many times a poor reflection of quality. Patients will rate a "nice" physician very highly, regardless of competence. In my field, a physician who had his license revoked for malpractice always had "five out of five star" ratings by patients.
The best neurosurgeon in our state gets 1.8 out of five star ratings. The problem (despite being very good and very nice) is that he is very frank and tells it like it is. Would it be right to fire him?
This past fall, I had major surgery and was in the hospital for almost two weeks. EVERYONE, from the nurses aids to the nurses to the Doctors were superb in every respect. They could have not been kinder, or more professional, or accommodating. This was at HealthPark, here in Ft Myers. Every follow up visit I have had has been with staff and Doctors who took all the time I needed, and who were genuinely concerned about my well being.
I could not have been more pleased with the care and attention I was given.
We already are highly monitored by those surveys, but believe it or not being sugary-sweet is not always as important as saving your life. FYI, recording health care interactions is illegal due to HIPPA laws.
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