A terrific entry on Customer Service, and how Medicine maybe isn’t as bad as we think. His summation is excellent:
We can lose sight of the fact that, compared to the level of service received in retail, business services, financial services, hospitality, IT and others, health care does reasonably well. We can lose sight that the law of diminishing returns dictates that significant improvements from here will be prohibitively expensive and pack only a small punch. Sometimes, the emphasis on customer service can belittle a worthy industry and its workforce.
Nobody’s perfect, and being pretty good doesn’t mean you shouldn’t try a little harder, but his payoff says it all:
Personally, I think we are doing well, and our weaknesses come to rise from the expectations that grow as a consequence of our success.
Read it all.
Kevin Josh, MD