Physician Burnout, Patient Satisfaction and the Good Doctor

Posted by Dike Drummond MD

Why is it so darn difficult for people to see you are a good doctor these days?

We both know you are a good doctor. When it comes to diagnosing and treating your patient's diseases and chief complaints, you do a great job. None of us devoted our 20's to med school and residency to be a crappy doctor, right? 

So why is it so hard for the patients to see that when they are filling out their patient satisfaction surveys?

Why is there such a disparity between your efforts to offer the best medical care and their Press Ganey scores??

ARRRGGHH...

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It takes a while for most physicians to understand the source of this double standard. That is why this whole topic of patient satisfaction is a core cause of physician burnout.

Sooner or later all of us must admit ...
When it comes to the cursed gap between the quality of your Practice of Clinical Medicine and your Patient Satisfaction scores ... 

Your patients can't tell a good doctor from a bad one.

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Tags: Physician burnout, patient satisfaction, press ganey, bedside manner

Patient Satisfaction should never be 100%

Posted by Dike Drummond MD

Patient Satisfaction should NEVER be 100%

Patient satisfaction is all the rage these days. It is also a never ending ethical bind for doctors. If your administration thinks you can run your practice like Disney, I know you can feel the heat of the inappropriate pressure to make everyone happy.

I am all for having a supremely satisfying visit to my doctor. It will never be like a 90 minute hot rocks, full body massage ... and when I'm the patient, I will take what I can get.

The problem with comparing a visit to my healthcare provider and
- a massage
- or a meal
- or a hotel stay
- or a trip to Disney World

... is simple. They are not comparable ... for heaven's sake.

If you think you can run a healthcare organization like Disney, you are setting up a battle between Patient Satisfaction on one side and Quality and Safety on the other

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In health care, 100% Patient Satisfaction is 

- Dangerous for the physician and the patient

- Unethical and a violation of "Primum Non Nocere"

- If your employer expects this of you as a physician, it is a glaring sign of a physician leadership vacuum

If you are doing your job well ...
There will always be a small minority of patients who must leave disappointed 

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How Patient Satisfaction is Measured

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Tags: physician leadership, patient satisfaction

Patient Satisfaction and P4P – Three Things Doctors Need to Know

Posted by Dike Drummond MD

Patient Satisfaction and Pay For Performance in Healthcare ( P4P ) – three things all doctors need to know.

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Tags: dike drummond, Physician burnout, the happy md, physician coach, physician engagement, patient satisfaction, pay for performance in healthcare, physician satisfaction


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