Category Archives: Patient Satisfaction

Transparency 2.0

I had the opportunity recently to speak about our practice of posting patient comments and survey scores on our physicians’ web pages. The conference at which I presented was devoted to “transparency and innovation” and it became clear to me that making patient satisfaction scores public, while innovative today, will be universal pretty soon. The same forces that convinced us to go this far – rising consumerism among care-seekers, the ubiquity of ratings and information for other goods and services, and the evolution of payment models away from fee-for-service – will compel us to provide more and more information to patients and potential patients.

What might that look like? Here are a few possibilities.

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Live, from NY…

Back in June, I wrote that “I support the public reporting of validated survey data from real patients” and I am now proud to report that our Medical Group is actually doing it.

Last week we went live with patient satisfaction scores and patient comments on our “find-a-doc” website. Here’s how it works. We contract with a nationally recognized company to send surveys to patients who have seen one of our physicians for an outpatient visit. If we have the patient’s email address, we have the survey sent electronically; if not, it is mailed to a random sample. The survey asks patients about a wide variety of issues associated with the visit, and includes 10 questions specifically about the interaction with the physician. Patients are also asked to add a comment.

We then post the average score that each of our physicians has received, along with a breakdown of the score by individual question, as well as the comments. More details are available here, but a few are worth mentioning.

Continue reading Live, from NY…