I never hear people questioning the patient satisfaction survey data when the scores are stellar. I cannot imagine hearing a doctor say, “Ninetieth percentile? That can’t be right. I’m just not that good,” or a nurse leader say, “Our patients are overly generous. We don’t deserve to be in the ninety-fifth percentile.” But when the scores tank, excuses flow.
At the top of this list are those that I classify as “terminal uniqueness,” including the following: Read more...
- My patients are sicker
- My patients are poorer and too demanding
- My patients are wealthy and expect too much
Have you ever heard someone throw his teammate under the bus in hopes of making himself look better? It happens all the time, and, unfortunately, it doesn’t make anyone look good. In fact, placing blame on other departments, individuals, or circumstances leaves patients wondering if the organization has its act together.
I recently heard a patient complain that he had been waiting for over an hour to have an x-ray, and when he reported the delay to the receptionist, she said, “Well, that’s because the nurse didn’t give us the right paperwork.” In other words, “It’s not my fault. Someone else dropped the ball, so don’t blame me.” Besides being irritated with the wait, the patient started to question what other hand-offs had been or would be missed. He didn’t stop to think whose fault it was; he just wanted the right care in an efficient manner. Read more...