Part 2: The Top Five Reasons Why Patients Are Dissatisfied
In a recent patient survey in our medical group, there were five areas of dissatisfaction that were identified. This is the second of the five reasons.
2. Provider's ability to return your calls in a timely manner (10.6%)
A large proportion of a medical practice involves voice communication. As our EMR (Electronic Medical Records) system evolves, we may soon be able to add secure e-mail to communicate with our patients, but right now we predominantly rely on Alexander Graham Bell's invention.
Most medical providers have appointment templates. In our office, we have both 15 minute and 30 minute time slots for patient visits. In some practices, providers are expected to see patients every 12 minutes. Sadly, one of our local HMOs has their providers on 10 minute appointments. Since Time is Money, the more patients that can be seen during the busy day, the better. Or, is it?
It is not unusual for a provider's schedule to be completely booked weeks in advance. In our practice, we have initiated an Advanced Access system: any patient who would like to be seen today, will be seen...today. While this is good news for patients, it can be a major headache for providers.
As soon as the phones open in the morning, the calls begin to flood in. Some are requesting appointments; some are requesting medications based on their symptoms and do not want to be seen; some are requesting refills; and some are simply asking for advice. Regardless of the reason, people need access to their medical provider and they would like to be called in a "reasonable" time frame.
From the moment the medical provider walks through the door, there are patients to be seen. Many have been processed already and are sitting in their little paper gowns, shivering and looking at their watches. In the "old days" (about two years ago), written phone messages attached to huge charts were stacked, often in order of urgency, on our desks, waiting for responses. Now, our computer message board starts to fill up, not unlike our home computers offering Viagra or hot stock tips. Patient messages are not SPAM; they are real people with real problems, and most are expecting an immediate response.
So, who comes first? Should we see the patients that have appointments first, or should we make them wait and immediately call back people who (a) did NOT make an appointment, or (b) may need an appointment but would like to get out of it. In a way, these phone calls are just people trying to jump first in line, so most of us will see the patients that are physically here first. If we do not see the patients close to their scheduled times, complaint will surely follow. If we do not promptly call our messages, complaints will occur as well.
The patients in the room are PAYING for their visit, either through insurance or out of their pocket. The patients on the phone are getting care for free. So far, the medical establishment does not charge for phone advice. Telephone medicine remains a free service.
I am usually provided with a least three different call back numbers: work, home, and cell. It is up to me to decide where the patient might be at a particular time. Usually, I am wrong. If I call work, they just left. I try the cell, I get voice mail. I call home and they have not arrived and the ten year old that answered the phone is not helpful. Three calls; nearly ten minutes. No luck. I try again later. At some point, I get them...
"My husband woke up this morning with pink eye. Can you call in prescription?"
"I am in-between insurance policies. I have been coughing for the last two weeks. I know I have bronchitis. All I need is a Z-pack."
Or, my favorite: "My child has this rash. What do you think it is?" Some of these are not unlike the postings that I get on the WebMD ENT Board. There are people out there who believe we can see through the phone, or through the Internet.
Medical providers must practice a certain amount of telephone medicine, but unfortunately, this is a very risky business. That pink eye could be herpes keratitis - a serious, sight-threatening condition. That cough could be pneumonia or congestive heart failure. And, that rash could be meningococcemia - a life-threatening disease process.
Most medical providers return phone calls between patients (if there is time), during lunch (I am sure you have heard the sounds of chewing, or even worse!), after work (while they are doing charts), on the way home using their cell phone, or from home when they should be spending time with their families. My PA wife works in family practice. Last Friday, she answered more phone calls than she saw patients. Revenue generated for the practice? Zero. Additional time away from home? Two hours. Additional compensation for a salaried employee? None.
After 12-13 hours of seeing non-stop patients, I will finally get to some of the less-critical phone calls.
"It's about time. I waited for you to call back all afternoon."
"How can I help you?"
"Oh, never mind. He seems to be doing better now."
Related Topics:
Technorati Tags: medicine, health and wellness, medical practice, doctors, patients, healthcare
2. Provider's ability to return your calls in a timely manner (10.6%)
A large proportion of a medical practice involves voice communication. As our EMR (Electronic Medical Records) system evolves, we may soon be able to add secure e-mail to communicate with our patients, but right now we predominantly rely on Alexander Graham Bell's invention.
Most medical providers have appointment templates. In our office, we have both 15 minute and 30 minute time slots for patient visits. In some practices, providers are expected to see patients every 12 minutes. Sadly, one of our local HMOs has their providers on 10 minute appointments. Since Time is Money, the more patients that can be seen during the busy day, the better. Or, is it?
It is not unusual for a provider's schedule to be completely booked weeks in advance. In our practice, we have initiated an Advanced Access system: any patient who would like to be seen today, will be seen...today. While this is good news for patients, it can be a major headache for providers.
As soon as the phones open in the morning, the calls begin to flood in. Some are requesting appointments; some are requesting medications based on their symptoms and do not want to be seen; some are requesting refills; and some are simply asking for advice. Regardless of the reason, people need access to their medical provider and they would like to be called in a "reasonable" time frame.
From the moment the medical provider walks through the door, there are patients to be seen. Many have been processed already and are sitting in their little paper gowns, shivering and looking at their watches. In the "old days" (about two years ago), written phone messages attached to huge charts were stacked, often in order of urgency, on our desks, waiting for responses. Now, our computer message board starts to fill up, not unlike our home computers offering Viagra or hot stock tips. Patient messages are not SPAM; they are real people with real problems, and most are expecting an immediate response.
So, who comes first? Should we see the patients that have appointments first, or should we make them wait and immediately call back people who (a) did NOT make an appointment, or (b) may need an appointment but would like to get out of it. In a way, these phone calls are just people trying to jump first in line, so most of us will see the patients that are physically here first. If we do not see the patients close to their scheduled times, complaint will surely follow. If we do not promptly call our messages, complaints will occur as well.
The patients in the room are PAYING for their visit, either through insurance or out of their pocket. The patients on the phone are getting care for free. So far, the medical establishment does not charge for phone advice. Telephone medicine remains a free service.
I am usually provided with a least three different call back numbers: work, home, and cell. It is up to me to decide where the patient might be at a particular time. Usually, I am wrong. If I call work, they just left. I try the cell, I get voice mail. I call home and they have not arrived and the ten year old that answered the phone is not helpful. Three calls; nearly ten minutes. No luck. I try again later. At some point, I get them...
"My husband woke up this morning with pink eye. Can you call in prescription?"
"I am in-between insurance policies. I have been coughing for the last two weeks. I know I have bronchitis. All I need is a Z-pack."
Or, my favorite: "My child has this rash. What do you think it is?" Some of these are not unlike the postings that I get on the WebMD ENT Board. There are people out there who believe we can see through the phone, or through the Internet.
Medical providers must practice a certain amount of telephone medicine, but unfortunately, this is a very risky business. That pink eye could be herpes keratitis - a serious, sight-threatening condition. That cough could be pneumonia or congestive heart failure. And, that rash could be meningococcemia - a life-threatening disease process.
Most medical providers return phone calls between patients (if there is time), during lunch (I am sure you have heard the sounds of chewing, or even worse!), after work (while they are doing charts), on the way home using their cell phone, or from home when they should be spending time with their families. My PA wife works in family practice. Last Friday, she answered more phone calls than she saw patients. Revenue generated for the practice? Zero. Additional time away from home? Two hours. Additional compensation for a salaried employee? None.
After 12-13 hours of seeing non-stop patients, I will finally get to some of the less-critical phone calls.
"It's about time. I waited for you to call back all afternoon."
"How can I help you?"
"Oh, never mind. He seems to be doing better now."
Related Topics:
Technorati Tags: medicine, health and wellness, medical practice, doctors, patients, healthcare
Labels: medical practice
1 Comments:
Hi,
My grandbaby had a 6 month appt today. She was 5# and 18" when she was born. Now she is 11 lbs 8 oz and 24". I was told all was well although she is a bit on the small side. As we were leaving the Drs. started feeling her soft spot and whispering - this made me uncomfortable and I asked what was wrong to which they replied that her soft spot is small, other than that she is ok and apologized. I am still not sure everything isokay. Should I be worried because her soft spot is small?
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