Comments on: Could Satisfaction Surveys Be Harming Patient Care?

By: David Wagner

David Wagner — Wed, 24 Feb 2010 00:28:46 +0000

Press Ganey surveys have definitely affected my practice. I order more tests. I feel pressured to prescribe narcotics liberally and sometimes inappropriatly. When patients want antibiotics inappropriately, I’m more likely to acquiesce. I feel more impetus to make patients happy than to make them well. I’m reluctant to address uncomfortable subjects with patients for fear of a bad survey. I’m very threatened by bad patient encounters, whether my fault or not. And my facility expects 90%ile and my job is directly and openly jeopardized by lower scores.

By: paul

paul — Tue, 15 Dec 2009 12:28:29 +0000

my hospital is part of a health system that is obsessed with press-ganey.

recently (about 6 months ago?) two local hospitals closed and our volume shot up. with longer wait times and a new patient population that is generally more hostile and demanding… i suddenly became a worse doctor. at least according to press-ganey. i was scolded for my worsening scores.

then, a couple of months ago, they took the question of satisfaction with wait time for consultant to come in off the survey… and i suddenly became a better doctor. at least according to press-ganey. i was commended for my improved scores.

each time they tell me about my scores i smile, nod, and change nothing about the way i practice. what a joke.

By: Doctor D

Doctor D — Mon, 14 Dec 2009 12:36:03 +0000

I’m sure Michael Jackson would have given Dr. Murray glowing reviews on patient satisfaction surveys. Desire to please is what made Dr. Murray kill MJ.

We should always care about our patients, but healthcare isn’t retail. The customer ain’t always right.