I had forgotten about "the survey."
In writing about some of my doctors being employees of the hospital system I forgot to mention that, as a new patient, I receive a survey from the hospital to evaluate my experience. Filling out the latest survey made me realize that so many of my minor complaints about my visits involve independent doctor practices. When no one answers the phone and it all goes to voice mail, when I have had to wait more than an hour, even two, to be seen, when I've had to wait weeks for them to arrange an appointment with a specialist- All those occurred with doctors in private practice.
When I go to the doctors who are part of the hospital system the staff is polite, the wait time is minimal, and the phones are answered by a living person. Is it as simple as we all need someone watching us, someone who will point out the error of our ways? When did "customer service" come to the medical profession?
I am totally surprised. I would have expected the incorporation of small doctor's practices into large hospital industries to result in less user friendly experiences, more like dealing with government service employees. But what I am finding is that the employed physician and the staff are expected to "provide the highest quality healthcare." The survey provides the administration with a way of knowing what is being done right and what (or who) needs improvement.
Certainly, the competition for patients within the medical industry is the explanation. I guess that is true even if my medicare insurance pays so poorly. That's when volume becomes even more important. It seems the Wal-Mart business plan of low profit margin and high sales volume has come to the business of medicine. It seems to be working for me.
http://youtu.be/WLY2BylN6oA
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