How Online Patient Feedback Can Be A Tool For Improvement

The online web sites where patients can write comments about doctors and rate them would only seem fair if doctors had a web site where they could rate patients. The HIPAA laws stand in the way of that equitable solution.

   It would be great if we could log onto a site and check a new patient’s track record with other physicians. For now, we have a situation in which a disgruntled patient can ruin our reputations by posting a few paragraphs about our skills and ethics, and selecting a score with a combination of smiley gold faces, neutral green faces and frowning gray faces.

   I reviewed a few of these sites to see how my physician friends are doing in the eyes of their patients. Fortunately, most of my friends in podiatry have superior ratings with the smiley gold faces, glowing narratives on the quality of their care and friendliness of the doctor and staff. Sadly, there are also a few with frowning gray faces and several paragraphs trashing the doctor’s reputation.

   It always amazes me that some who get trashed are among the best-trained DPMs and many who score high have mediocre training and skills. I have also noticed trends in which doctors tend to be consistent. You will find a doctor who has many positive ratings and some who have consistently negative ratings.

   Feedback from patients was always my most valuable barometer to measure myself as a doctor. Praise or criticism from other physicians did not count as much.

   I spent a lot of time getting to know a patient before recommending a care plan that involved elective surgery. A common complaint from patients who give doctors a low score is that the doctor wanted to rush the patient into surgery on the first visit. Patients also give low ratings to doctors who do not discuss non-surgical options and spend little time talking about complications and the chance of a bad outcome.

   A DPM friend of mine always has high ratings. He also never talks about surgery until he offers conservative options, tries them and they fail. He will not propose surgery to a patient who chooses not to attempt a conservative treatment.

   The most reliable way of getting bad ratings is to try to push too many patients into your surgery schedule. Intelligent patients immediately sense that the doctor has interests other than the well being of the patient. These patients will seek care elsewhere. Less informed patients simply believe whatever the guy in the white coat says.

   If you are a doctor who has consistent good ratings from your patients, congratulations. Put this article down and go have a cup of coffee.

   If you are a doctor who racks up a series of gray, frowning faces, let’s talk.

   Your reputation as a physician is on its way to the toilet. It was hard to build and will be harder to restore once it is gone. Doctors who get an occasional poor rating need to carefully review their patient care protocols to ensure that future reviews will be positive.

   Doctors who have a series of bad reviews need to do some serious damage control. Review your motives for being a doctor. If your own interests are ahead of the patient’s, you are probably going to get what you deserve: a ruined career and recognition by your community that you are dangerous. If this is the direction you want, so long.

   If you have had a string of bad reviews and want to change things, consider finding a doctor with a good reputation to become your mentor. Have that doctor visit your office to evaluate and critique your patient care protocol. Visit your mentor’s office to see what type of care gives him or her consistently good ratings and gold smiley faces.

   Change the way you think about patient care. Review the Hippocratic oath and use this as your moral compass as a physician. Spend more time getting to know your patients. Offer them non-surgical alternatives and the opportunity to obtain a second opinion before scheduling an elective surgical procedure.

   I retired from podiatry just before online rating became popular. I had a policy with patients that if they liked my care, they should tell their friends. If they did not like my care, they should tell me.

   I got chewed out more than a few times over 34 years. I assured these patients that I would try harder to be a better doctor. Most stayed in my care.

   Google yourself and see what your patients think of you.

   Dr. McCord retired in December 2008 from practice at the Centralia Medical Center in Centralia, Wash.