Rating Patients: ODs Voice Mixed Feelings
By Jerry Hayes OD | in
|
10/14/2009 - 5:14 pm
How do you define a true problem patient?
The next time your receptionist says, "Guess who’s in the waiting room complaining about their glasses?”
If the correct name rolls off your tongue without thinking, they might be a problem patient!
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We use to use tab codes to
We use to use tab codes to code patients. We use TAB products and used the following:
1. Every three letters of the alphabet uses a different color file to make it easy to find files.
2. Every file label has last name, first name and middle initial (since we have multiple patients with the same name), their office ph, cell ph, and home ph...we use to put their SS # on the file, but do not do so any longer
3. We used three sets of number codes on the edge of the file
a. one number to tell us whose patient they are
b. one number to tell us what patient type (insurance, private, hi-mid-
or low end...what they asked for)
c. type of patient (SV, BF, NL, CL, LSK, GLA, etc)
While this did give staff a heads up on who was coming in, it also was a detriment since staff would learn who to see and who to "pawn off" on the other employees.
We are doing better by not rating patients and just trying to do what is best for each patient every time in fulfilling their needs and desires...which changes over time. Never brand a patient or you will never meet all their needs.
I think when it comes down to
I think when it comes down to it, shouldn't every patient be treated the same. I realize some are buying products, and this comes into the retail arena as far as "customers" but ultimately they are all our patients. And we all long ago took an oath to take care of those patients, no matter their faults, issues, attitudes or financial status.
I hate when patients no-show, cancel at the last minute or show up late. I also hate when patients take their glasses prescription with them and only use my services. However, if I consistently give excellent care, no matter how much they spend, how nice the patients are, or who they are, my office will have a reputation of perfection in service. This will carry out in the future, and if someones status changes, I will be there ready for them.
Ultimately, rating patients will feel just as bad to them as it does when they rate us. Yes, I love to have a good rating, but, if I just visited an office, bought a value package frame for my kids and myself, since that was all I could afford, should I be either not rated or rated poorly? Remember what affect this system can have on those we dont rate, its possible that many more will take offense than those that we positively affect with our good ratings.