Recently, my blog on Patient Experience was re-posted on KevinMD. The comments that patients and providers made on the site were challenging, insightful and difficult to read at times.
So many providers, mainly physicians, are so incredibly angry about the idea of patient experience. They get red in the face and raise their voices as they talk about it. They get defensive and make all kinds of excuses about how the data collection methodology is wrong and how medicine is going down the tubes.
Continue reading A Deeper Dive into Patient Experience
“Patient experience. I’d like you to take over the initiative,” he said. I looked to my left and right.
Shit. He’s talking to me.
For a moment, I had an overwhelming sense of insecurity. Give me operations. Give me finance. Give me quality. Give me strategy. But don’t give me patient satisfaction. That’s not me. I’m not light and fluffy. I’m not mushy-gushy. Nor am I very good at the touchy-feely leadership stuff. I’m a cynic. A skeptic. A no-nonsense gangbuster.
Continue reading The Skeptic Doctor: Reflections of a Physician Leader