Possibly My Favorite Patient Satisfaction Tip

by Susan Keane Baker

 

Dr. Charles White, Director of Oncology for the Geisinger Medical Center in Pennsylvania asks patients:

“If you ordered a red coat from Macy’s, and it did not arrive, what would you do?”

As you’d expect, the patient replies that he or she would call to find out what happened to the coat.

Dr. White then say, “Exactly. And if there is ever a time when we tell you something is going to happen and it doesn’t happen, I want you to ask us what’s going on. If you’re expecting someone to call with your test results and you don’t hear anything, remember the red coat.”

People will fail you; systems will fail you.  It is much easier to restore satisfaction for the person who has a Plan B.

How do you encourage patients to speak up when their expectations aren’t met?