Customer satisfaction is quite the rage these days. Many stores and restaurants, many professional offices, hand out surveys, or ask customers to log onto their survey site on the Internet. As a reward, one may win everything from a free sandwich to an i-Pad.
I’d be interested to know how ‘customer satisfaction’ played out in my home. ‘Kids, now you’ve had a week of school-work. Please fill out the attached survey and give your mom and me an idea how we’re doing. Frankly, if you’re not satisfied, your mom is out as teacher!’
How about politics? That would be interesting, wouldn’t it? I know, we vote. But our current system makes it difficult to remove politicians by vote, and even if it’s possible (and between money and media, it can be a stretch), we’re still stuck with them for two to four years. A ‘citizen satisfaction survey’ would be a lot of fun. Unlike a poll, we could give it some real teeth. ‘Senator, it turns out your constituent surveys are really low. So, we’re cutting your salary by half until you bring it up by making people happier!’
Obviously, that technique has problems too, doesn’t it? Politicians can’t always please, or satisfy, everyone. And to do so would be perilous indeed. In the same way that we don’t drop ‘enemy satisfaction’ surveys along with smart bombs. ‘Did you feel that the destruction of your compound was done in a professional and timely manner? Would you be willing to be bombed by the same pilot again in the future?’
Customer satisfaction has also been around in medicine for a long while, and seems to gain traction every year. Hospitals, struggling for market share, love patient satisfaction surveys and scores. For better or worse, these things often determine funding, raises, even continuation of contracts in the healthcare world. And negative scores can cause significant reprimands. It has some merit here as well. Physicians, and nurses, can’t go around being incompetent, or unprofessional. It makes for a very bad experience. And when we’re sick, or our family members are suffering, that’s the last thing we want.
However, the science isn’t always so good. For one thing, the sample sizes from which the surveys are drawn are often very small. A friend of mine worked in a hospital where the data might be drawn from one survey for a given month. If you made that one patient mad, then it was going to be a tough time!
Next, as in so many settings, happy people tend not to fill out surveys. If you like a product, you tell your friends. You go back and get another. But if you’re upset? Out comes the pen, and the boxes are checked in frustration or anger.
But lately, some physicians have been asking ‘is this really a good idea?’ A study from the journal ‘Archives of Internal Medicine,’ published in February, suggested that physicians with very good scores may have patients who do poorly. It’s only one study, but more will likely follow. And it makes sense.
Patient has illness or injury, and desires specific test or drug. Physician feels drug or test aren’t indicated and does not provide them. Patient complains to administrator who pressures physician. Physician begins to do tests and give drugs (especially narcotics) that aren’t appropriate in order to comply with employer. I suspect this is one reason, though certainly not the only one, for the epidemic of narcotic abuse, addiction and narcotic-related deaths in America today.
I believe we should be attentive to ‘customer service.’ But we have to be careful. In settings in which a high degree of expertise is necessary to make decisions, or in which grave dangers underlie poor decisions, customer service has to be balanced against knowledge and experience.
And more relevant, we often hear citizens and watch-dog groups rail against corporate interests and inappropriate influences. If a business, particularly a hospital, asks professionals to do the wrong thing in order to secure payment from the ‘customer,’ it sure sounds like inappropriate influence to me. Likewise, the companies that push the surveys are, themselves, businesses with financial interests.
We all want to be ‘satisfied customers.’ But when satisfaction has the appearance of corruption, or results in danger, maybe a little dissatisfaction would be better, and safer, in the end.
A survey is a vital tool for any type of business. It helps pin point aspects which needs some fine tuning. The results may be used to draw up several specific actions to constantly enhance the company’s overall performance.
J
10 years ago
Ms thompson is absolutely right. The problem, however, is practicing medicine should not be a business or based on a business model
And it evidently utilized a pair of GM “Advance Design” pickup cabs mounted again to back. Which is one particular I have not viewed just before Millmech. Thanx.
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Dang. I desire I lived in that section from the earth. I’d like to give absolutely free range parenting a shout out. It really is so essential for kids and their development to engage in totally free participate in.
Hey there just wanted to give you a quick heads up. The text in your article seem to be running off the screen in Firefox. I’m not sure if this is a formatting issue or something to do with web browser compatibility but I thought I’d post to let you know. The style and design look great though! Hope you get the issue fixed soon. Many thanks|
The other day, while I was at work, my cousin stole my iphone and tested to see if it can survive a thirty foot drop, just so she can be a youtube sensation. My apple ipad is now destroyed and she has 83 views. I know this is completely off topic but I had to share it with someone!|
I have realized that online degree is getting well-known because getting your college degree online has changed into a popular option for many people. Numerous people have not necessarily had a possibility to attend a traditional college or university however seek the increased earning potential and a better job that a Bachelor Degree provides. Still other individuals might have a college degree in one field but would like to pursue one thing they already have an interest in.
You are my intake, I have few web logs and often run out from post :). “Fiat justitia et pereat mundus.Let justice be done, though the world perish.” by Ferdinand I.
Hey! I know this is kinda off topic but I’d figured I’d ask. Would you be interested in exchanging links or maybe guest authoring a blog post or vice-versa? My website goes over a lot of the same subjects as yours and I think we could greatly benefit from each other. If you are interested feel free to shoot me an e-mail. I look forward to hearing from you! Superb blog by the way!
I learned more new stuff on this weight-loss issue. One particular issue is that good nutrition is tremendously vital any time dieting. An enormous reduction in bad foods, sugary ingredients, fried foods, sweet foods, red meat, and white-colored flour products could be necessary. Retaining wastes harmful bacteria, and poisons may prevent aims for fat-loss. While specific drugs quickly solve the issue, the awful side effects aren’t worth it, and they also never give more than a non permanent solution. It is a known undeniable fact that 95% of fad diet plans fail. Many thanks for sharing your opinions on this… Read more »
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Amazing blog! Do you have any hints for aspiring writers? I’m planning to start my own website soon but I’m a little lost on everything. Would you propose starting with a free platform like WordPress or go for a paid option? There are so many options out there that I’m totally overwhelmed .. Any tips? Bless you!
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hey there and thank you for your information – I’ve definitely picked up anything new from right here. I did however expertise several technical points using this web site, as I experienced to reload the website a lot of times previous to I could get it to load correctly. I had been wondering if your web host is OK? Not that I’m complaining, but sluggish loading instances times will sometimes affect your placement in google and could damage your high quality score if advertising and marketing with Adwords. Anyway I’m adding this RSS to my email and can look out… Read more »
With havin so much written content do you ever run into any problems of plagorism or copyright infringement? My site has a lot of unique content I’ve either authored myself or outsourced but it looks like a lot of it is popping it up all over the web without my authorization. Do you know any techniques to help protect against content from being ripped off? I’d certainly appreciate it.
The new Zune browser is surprisingly good, but not as great as the iPod’s. It works properly, but isn’t as quick as Safari, and has a clunkier interface. In the event you occasionally program on utilizing the web browser that’s not an concern, but if you’re preparing to browse the web alot from your PMP then the iPod’s bigger screen and far better browser may possibly be important.
We absolutely love your blog and find a lot of your post’s to be just what I’m looking for. Do you offer guest writers to write content for yourself? I wouldn’t mind producing a post or elaborating on some of the subjects you write concerning here. Again, awesome web site!
With havin so much written content do you ever run into any problems of plagorism or copyright infringement? My site has a lot of completely unique content I’ve either created myself or outsourced but it seems a lot of it is popping it up all over the web without my agreement. Do you know any methods to help stop content from being stolen? I’d genuinely appreciate it.
Hello there! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My blog looks weird when viewing from my iphone. I’m trying to find a theme or plugin that might be able to resolve this problem. If you have any recommendations, please share. Thank you!
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A survey is a vital tool for any type of business. It helps pin point aspects which needs some fine tuning. The results may be used to draw up several specific actions to constantly enhance the company’s overall performance.
Ms thompson is absolutely right. The problem, however, is practicing medicine should not be a business or based on a business model
And it evidently utilized a pair of GM “Advance Design” pickup cabs mounted again to back. Which is one particular I have not viewed just before Millmech. Thanx.
Great post. I was checking constantly this blog and I’m impressed! Very helpful info specifically the last part 🙂 I care for such information much. I was seeking this particular info for a long time. Thank you and best of luck.
This is way too cool
Dang. I desire I lived in that section from the earth. I’d like to give absolutely free range parenting a shout out. It really is so essential for kids and their development to engage in totally free participate in.
Hey there just wanted to give you a quick heads up. The text in your article seem to be running off the screen in Firefox. I’m not sure if this is a formatting issue or something to do with web browser compatibility but I thought I’d post to let you know. The style and design look great though! Hope you get the issue fixed soon. Many thanks|
The other day, while I was at work, my cousin stole my iphone and tested to see if it can survive a thirty foot drop, just so she can be a youtube sensation. My apple ipad is now destroyed and she has 83 views. I know this is completely off topic but I had to share it with someone!|
I have realized that online degree is getting well-known because getting your college degree online has changed into a popular option for many people. Numerous people have not necessarily had a possibility to attend a traditional college or university however seek the increased earning potential and a better job that a Bachelor Degree provides. Still other individuals might have a college degree in one field but would like to pursue one thing they already have an interest in.
You are my intake, I have few web logs and often run out from post :). “Fiat justitia et pereat mundus.Let justice be done, though the world perish.” by Ferdinand I.
Hey! I know this is kinda off topic but I’d figured I’d ask. Would you be interested in exchanging links or maybe guest authoring a blog post or vice-versa? My website goes over a lot of the same subjects as yours and I think we could greatly benefit from each other. If you are interested feel free to shoot me an e-mail. I look forward to hearing from you! Superb blog by the way!
I learned more new stuff on this weight-loss issue. One particular issue is that good nutrition is tremendously vital any time dieting. An enormous reduction in bad foods, sugary ingredients, fried foods, sweet foods, red meat, and white-colored flour products could be necessary. Retaining wastes harmful bacteria, and poisons may prevent aims for fat-loss. While specific drugs quickly solve the issue, the awful side effects aren’t worth it, and they also never give more than a non permanent solution. It is a known undeniable fact that 95% of fad diet plans fail. Many thanks for sharing your opinions on this… Read more »
I would be interested in other articles you have written. Your views in this content has sparked my curiosity and I think a lot like you. I will keep coming back for more great information.
Thanks for your recommendations on this blog. One thing I would like to say is the fact purchasing gadgets items through the Internet is not new. In reality, in the past 10 years alone, the marketplace for online gadgets has grown significantly. Today, you’ll find practically virtually any electronic gadget and gizmo on the Internet, ranging from cameras and also camcorders to computer pieces and gambling consoles. jdei726ya
Amazing blog! Do you have any hints for aspiring writers? I’m planning to start my own website soon but I’m a little lost on everything. Would you propose starting with a free platform like WordPress or go for a paid option? There are so many options out there that I’m totally overwhelmed .. Any tips? Bless you!
hello there and thank you for your information – I have definitely picked up anything new from right here. I did however expertise a few technical points using this site, as I experienced to reload the website lots of times previous to I could get it to load correctly. I had been wondering if your hosting is OK? Not that I am complaining, but sluggish loading instances times will sometimes affect your placement in google and could damage your quality score if advertising and marketing with Adwords. Well I am adding this RSS to my e-mail and could look out… Read more »
hey there and thank you for your information – I’ve definitely picked up anything new from right here. I did however expertise several technical points using this web site, as I experienced to reload the website a lot of times previous to I could get it to load correctly. I had been wondering if your web host is OK? Not that I’m complaining, but sluggish loading instances times will sometimes affect your placement in google and could damage your high quality score if advertising and marketing with Adwords. Anyway I’m adding this RSS to my email and can look out… Read more »
With havin so much written content do you ever run into any problems of plagorism or copyright infringement? My site has a lot of unique content I’ve either authored myself or outsourced but it looks like a lot of it is popping it up all over the web without my authorization. Do you know any techniques to help protect against content from being ripped off? I’d certainly appreciate it.
The new Zune browser is surprisingly good, but not as great as the iPod’s. It works properly, but isn’t as quick as Safari, and has a clunkier interface. In the event you occasionally program on utilizing the web browser that’s not an concern, but if you’re preparing to browse the web alot from your PMP then the iPod’s bigger screen and far better browser may possibly be important.
We absolutely love your blog and find a lot of your post’s to be just what I’m looking for. Do you offer guest writers to write content for yourself? I wouldn’t mind producing a post or elaborating on some of the subjects you write concerning here. Again, awesome web site!
With havin so much written content do you ever run into any problems of plagorism or copyright infringement? My site has a lot of completely unique content I’ve either created myself or outsourced but it seems a lot of it is popping it up all over the web without my agreement. Do you know any methods to help stop content from being stolen? I’d genuinely appreciate it.
Hello there! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My blog looks weird when viewing from my iphone. I’m trying to find a theme or plugin that might be able to resolve this problem. If you have any recommendations, please share. Thank you!