Patient satisfaction is a two-way street
Patient satisfaction is a two-way street by Rich Daly EyeWorld Contributing Editor Many of today's ophthalmologists want patients to perceive their practice as "premium." What is a premium practice? The surgeon and patient may view this differently. The surgeon may feel offering the latest technology and perhaps having a nice office surrounding embraces the concept of a "premium practice." Patients may have an entirely different idea. To a patient, a premium practice might mean being seen on time for a scheduled appointment. It might mean the staff and physicians are completely in tune with each other, with uncanny communication. More than likely, expectations for visual outcomes are going to be high, perhaps too high. The art of medicine is to provide the customer service a patient expects, diagnose and treat each clinical issue correctly, and take the time to answer all of the patients' questions. It's equally important to provide all of the...