Were you waiting to hear what ultimately happened with those emails? Are you dying to find out if the patient review was real or fake?
So is the physician who was targeted….
Doctors, because of HIPAA privacy laws, cannot fight back by replying to reviews like say a restaurant or store can: “This patient was belligerent, cussing out staff, throwing pasta, demanding large quantities of controlled substances….”
Nor can we post the thank you notes we receive from patients.
Some doctors make their patients sign waivers that they will not post negative reviews online. Some require a waiver against posting any online reviews at all. One physician suggested screening patients at checkout and if they had a good experience, handing them an iPad with a review site loaded up, asking them to post a comment right there.
The group I work for has made all of the physician reviews we receive through Press-Ganey visible to the public now online, thinking that would combat some of the online negativity that physicians were seeing. These reviews were intended for use internally for improvement purposes. Now they are visible to everyone.
Are we all just pawns? Is there some bigger plan at play here? Take the some of the hardest working, brightest people in the world. Whittle away at their self confidence. Make them question themselves and their decision making capability. They are neutralized. What is the next step?
World domination, perhaps?
What does that world look like? A world where bean counters and overpaid executives dictate every aspect of your care?
We should focus on improving the patient experience. I have written about this before. We are in the business of helping people. How do we measure that effectively? What exactly should we be studying? What really matters to patients? How do we improve patient satisfaction without making patients more likely to spend more on their healthcare or more likely to die?
I don’t know how to fix it. I don’t have all of the answers. All that I can say is that this is one of the reasons why I blog, so we can all have a dialogue and maybe together come up with a solution.