"Did you die?" Brilliant
I Can’t Get No (Satisfaction Scores)
So they passed the SGR (Doc Fix) bill, huh. And now quality indicators are going to eventually count for 50% of physician pay? Nice. Even sweeter is that a major part of these indicators will be patient satisfaction scores. All of this unproven. All of this easily manipulated. All of this destroys the medical profession. Soon, doctors will be doing what is needed to make their scores better instead of trying to get their patients better. Think I am wrong? Well, I have been saying this for a decade on this website. Here is the Johnny-come-lalety The Atlantic saying the same thing:
- Patients have complained on the survey, which in previous incarnations included comments sections, about everything from “My roommate was dying all night and his breathing was very noisy” to “The hospital doesn’t have Splenda.” A nurse at the New Jersey hospital lacking Splenda said, “This somehow became the fault of the nurse and ended up being placed in her personnel file.”
- An Oregon critical-care nurse had to argue with a patient who believed he was being mistreated because he didn’t get enough pastrami on his sandwich (he had recently had quadruple-bypass surgery).
- In fact, a national study revealed that patients who reported being most satisfied with their doctors actually had higher healthcare and prescription costs and were more likely to be hospitalized than patients who were not as satisfied.
I will leave the rest of the article for you to read. There is a place for satisfaction scores and satisfying patients. They are still customers. The problems comes when you care NOTHING about these scores because you are an arrogant prick or you care TOO MUCH about these scores because you know how this is how you get paid. The answer lies somewhere in the middle but, most importantly, it needs to be handled by the physician himself without the input of administrators, insurers or the government.
When a local hospital administrator asked me what my metrics were I told her that when patients feel I am not doing a good job, they leave. She was pissed.Tweet