Customer feedback is the backbone of a well-run business. But other than hospitals, most health-care providers do not survey their patients about their satisfaction levels. Now that’s changing as many doctors are beginning to take more of an active interest in how their patients feel about their practices and the care that is provided. The following is a checklist that I use to rate my doctors. If the answer to any of these questions is “no,” I let the doctor know in writing—and I suggest that you do the same…
Was I seen promptly? If I have to wait more than 20 minutes after my appointment time or more than 10 minutes before a doctor comes to the examining room, I send him/her a note within a few days of the appointment. What you can write: “My satisfaction with your care of me is diminished by the long waits I encounter at your office. I work hard to get to you on time, and I feel you aren’t doing the same.” I have had several doctors call me to apologize, and I found that waiting times improved.
Were my questions answered? There is no excuse for a doctor not taking the time to answer your questions. This is especially important if you have received a new diagnosis or a new treatment is being proposed. Your doctor should also take the time to explain how to use any prescription (or any sort of treatment) he is giving you and side effects you should watch for.
Were my options explained? For many chronic conditions, such as diabetes, heart disease, Parkinson’s disease and even many types of cancer, there are a variety of treatment approaches. It is important that your doctor explain the various options available (even if he does not provide the actual treatments) and ultimately help you make the most appropriate choice. For example, a nonsurgeon should let you know if surgery is an option. Do some online research before your appointment, and if you suspect that you did not get the full range of available choices, let your doctor know and don’t be afraid to get a second opinion to explore options.
What’s the cost? Medicare pays only 80% for most of the services it covers. Private insurance usually has high deductibles and copayments that can run into several thousand dollars per year out of pocket. These days we are paying more out of pocket for health care than ever before, and in this economy, every dollar we save counts. That’s why it is important for your doctor to talk to you about the cost of a treatment or even a prescription. An ophthalmologist recently prescribed eyedrops for my wife. It turned out the drops cost $80 for less than a two-week supply—after insurance reimbursement! We sent the doctor a note about it, and she told us that she is now checking on the cost of the drugs she is prescribing and talking about it with her patients.
Also important: Let your doctor know what you like, too. If you see improvements, such as shorter waiting times and more thorough discussion of treatments, let him know—the more feedback he receives, the better his practice will become.
