I’ve started getting feedback from my patients on a regular basis. Most of the time patients tell me what a good job I am doing. Every now and then I’m surprised (and disappointed) by some very negative feedback. Still, I use that feedback to try to do a better job.
Getting feedback from customers is how businesses find out what they need to do to improve their service. Doctors should get feedback from patients more often. There are lots of ways to do it. A paper survey is one, albeit somewhat difficult to administer. There are a number of companies that offer easier solutions, and these also provide benchmarks so we can see how we are doing compared to other doctors.
Steve Feldman, MD, PhD, Winston-Salem.