m******h
发帖数: 297 | 1 很有启发，转过来分享，评论都很精彩。
http://www.kevinmd.com/blog/2013/08/patient-satisfaction-restau
Patient satisfaction: What restaurants can teach doctors
Neil Baum, MD | Physician | August 18, 2013
Americans are notoriously generous and good tippers. However, there are
some servers who get “over the top” gratuities. How do they do it?
1. They make a concerted effort to reach out and touch someone. How many
physicians enter a room and never touch a patient. They are touching more
keyboards than hearts. I have learned from complimentary healthcare
provider that there’s a medicinal value of touching the patient. Every
chiropractor, reflexologist, or massage therapist touch their clients.
Doctors would do well to learn from their practitioners by touching our
patients. Examples can include a handshake, a gentle touch on the shoulder,
or even taking the patient’s blood pressure instead of assigning that task
to a nurse.
2. Get eyeball to eyeball with the patient. Excellent serves will often
stoop down or squat and become eyeball to eyeball with the customer.
Doctors who stand during the entire visit are not communicating as well as
the doctor who pulls up a chair and is at the same level as the patient.
3. Give them something extra. Everyone likes something above and beyond
what is expected. In New Orleans we call something extra “lagniappe” and
in the Northeast it is referred to as the baker’s dozen. In the restaurant
industry it may consist of a plate of small appetizers as soon as the
guests take their seats, a taste of the wines that are sold by the glass, or
a few peppermints delivered with the check.
In my practice, I offer the patient to take magazines from the exam rooms
that they are reading when I walk into exam room. This is one way to avoid
that dictum: “never go to a doctor with dead plants, dead fish, or
magazines more than 6 months old!” Every patient receives sample
medication of any new prescription, a FAQ form on the use of the medication,
and additional written educational material on their disease state or the
treatment that was suggested.
4. End each encounter by saying something positive. Servers have known that
if they mention something positive about the weather that their tips go up
compared to talking about how terrible it is outside. We should try to end
each visit by giving the patients hope and provide encouragement. Even if
the patient has a terminal illness, you can offer to be helpful in relieving
pain and discomfort.
Bottom line: Physicians don’t make their living on tips. But we do make
our living by patient satisfaction. Patients who are satisfied with the
care that we provide will become loyal patients and will tell others about
the superior service that they have received with their doctor and the
practice. Take a tip from your restaurant server and use a few of these
ideas with your patients. Your satisfaction surveys will significantly
increase.
Neil Baum is a urologist at Touro Infirmary and author of Marketing Your
Clinical Practices: Ethically, Effectively, Economically. He can be reached
at his self-titled site, Neil Baum, MD, or on Facebook and Twitter. | A*******s
发帖数: 9638 | 2 A good read.
★ 发自iPhone App: ChineseWeb 7.8
【在 m******h 的大作中提到】
: 很有启发，转过来分享，评论都很精彩。
: http://www.kevinmd.com/blog/2013/08/patient-satisfaction-restau
: Patient satisfaction: What restaurants can teach doctors
: Neil Baum, MD | Physician | August 18, 2013
: Americans are notoriously generous and good tippers. However, there are
: some servers who get “over the top” gratuities. How do they do it?
: 1. They make a concerted effort to reach out and touch someone. How many
: physicians enter a room and never touch a patient. They are touching more
: keyboards than hearts. I have learned from complimentary healthcare
: provider that there’s a medicinal value of touching the patient. Every
| g*****d
发帖数: 991 | 3 the good point, "End each encounter by saying something positive."
Great post. every doctor will learn something from reading this article. | m******h
发帖数: 297 | 4 您老都行医二十年了，给介绍一下好的经验？
【在 A*******s 的大作中提到】
: A good read.
:
: ★ 发自iPhone App: ChineseWeb 7.8
| m******h
发帖数: 297 | 5 有啥别的建议吗？
【在 g*****d 的大作中提到】
: the good point, "End each encounter by saying something positive."
: Great post. every doctor will learn something from reading this article.
| a*****2
发帖数: 200 | |
|
