The HSM Group - Patient Satisfaction

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Excerpted from:
Improving Patient Satisfaction Now:
How to Earn Patient and Payer Loyalty, Chapter 1.
By Anne-Marie Nelson, Steven D. Wood, Stephen W. Brown, Sheryl Bronkesh and Zachary Gerbarg, MD

. . . Patient loyalty, if it exists at all, may seem ephemeral and shallow. Patients are here today, telling you what a great doctor you are and what a pleasure it is that they have a physician they can talk to and trust. And tomorrow they're calling to say, "Please transfer my records, I've changed jobs and you're not on ABC HMO's provider list."

. . . The truth is that when a person finds a doctor he likes -- a physician in whom he has confidence and who seems to care, someone with whom he can communicate, that patient thinks of that doctor as his doctor. He wants to be able to call the office and be recognized. He wants the staff as well as the doctor to know him -- to know that every spring when the dogwoods bloom, he sneezes and snuffles with allergies. . . . He likes the familiarity and friendliness of having a doctor who knows him, a doctor he can call his own.

Published by Aspen Publishers, Inc., Gaithersburg, Maryland, 1997.

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