I don’t mean to pick on McDonald’s. Insert any other large retail business where customer satisfaction massively trumps every other consideration of the relationship between employee and customer. Telemedicine companies have exploded the past few years. I suspect a lot of my readers have already seen this, but just in case not,...
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An article in Forbes recently questioned the value of patient satisfaction scores for both pay-for-performance schemes and as markers of quality and value in general. The article effectively exposed the inordinate sway Press Ganey has on the hearts and minds of hospital administrators. Press Ganey is an influential patient satisfaction survey...
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I talked about patient satisfaction last week, but I thought I’d extend the theme one more week. A study in the Archives of Internal Medicine analyzed data from the National Medical Expenditure Panel Survey. This is where AHRQ (a federal agency) interviews a representative sample of Americans periodically to keep track...
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