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RE: One expert will lead to better care
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RE: One expert will lead to better care - July 3, 2008 11:52:28 AM
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Long Tracts
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Patient Satisfaction + Quality = Loyalty
An old adage that bears repeating: Patients don't care what you know, they want to know that you care.
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RE: One expert will lead to better care - July 3, 2008 12:17:52 PM
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SJBird55
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From: Michigan
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Long tracts... maybe not "quality" as proud is defining (outcomes), but the care part... yeah, that aspect of genuinely caring is probably more important to most than the outcomes. (It has to be because proud gives excellent examples of patients that continue to return to ineffective interventions.) You can't "care" if you don't have some kind of relationship established though.
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RE: One expert will lead to better care - July 3, 2008 12:23:08 PM
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proud
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quote:
ORIGINAL: Long Tracts
Patient Satisfaction + Quality = Loyalty
An old adage that bears repeating: Patients don't care what you know, they want to know that you care.
In this game of semantics....I rather like that equation Long Tracts.
And It's not that I would disagree with your second sentence there, but THAT sort of thinking is exactly why patients fall prey to poor providers. They confuse caring with excellent care.( which of course requires caring....).
< Message edited by proud -- July 3, 2008 12:34:42 PM >
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RE: One expert will lead to better care - July 3, 2008 1:43:07 PM
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SJBird55
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From: Michigan
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Maybe they fall prey to poor providers because they have superficial expectations/definitions of quality?
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RE: One expert will lead to better care - July 3, 2008 2:08:30 PM
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Sebastian Asselbergs
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Joined: September 29, 1999
From: Barrie, Canada
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Those are called "good service". In our case "good bedside manner" or "patient skills".
We're still talking satisfaction: you HAVE to be satisfied with the actual service done for you.
I remember the server at a Keg restaurant in 1985 going on one knee at the table and announcing that he was "Victor, and I will be your server tonight. Just call me for anything you would like"........ Going the extra mile, but it DID NOT work on or for me! This type of service did not satisfy MY needs (notice the "satisfy"), but I hoped he did find his "satisfaction" that night!
Your are not loyal to that meat guy - you are lazy  and anyone with two hands doing that job would get your loyalty! Loyalty given to the satisfaction of a need (he does something for you) is not similar to being satisfied with healthcare given - this is where the patient has a sense (indoctrinated or not) that what s/he is getting done, is helping. It satisfies their need, however manipulated that need may be, and they are thus loyal to the provider.
And I PROMISE - this is my last post on this thread!
< Message edited by Sebastian Asselbergs -- July 3, 2008 2:13:37 PM >
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Mundi vult decipi
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RE: One expert will lead to better care - July 5, 2008 2:21:03 PM
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SJBird55
Posts: 2285
Joined: May 10, 2004
From: Michigan
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Actually... the guy behind the counter always serves me and he's such a flirt. LOL But he always asks extra questions and always offers to do extra for me. He never leaves the conversation to, "what can I get you today?" "anything else?" LOL
I'll disagree with satisfaction with care. I have plenty of people that I couldn't have "satisfied" because they were not candidates for physical therapy. I whole heartedly felt that I wasted 1 or 2 visits of their time. I did nothing for them... could only offer advice... could only recommend consulation with a specialist. Their expectation or "goal" with physical therapy was always written out and in those cases I never came close to meeting/exceeding/addressing that goal.
Somehow those folks are loyal. I don't know what it is... don't know why. I do know that I didn't satisfy the written expectation.
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RE: One expert will lead to better care - July 5, 2008 2:29:27 PM
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rwillcott
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From: Canada
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SJ Bird55,
I would say that those patients you felt you couldn't help were loyal because they appreciated your honesty. You said you felt that you couldn't help them but I disagree. You did by offering them advice and sending them to a specialist. They recognized your professionalism. Others may have continued to treat them with passive modalities for 18 sessions before referring them on to the specialist. Or they may not have the skills to recognize that the patient needs to see a specialist.
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RE: One expert will lead to better care - July 6, 2008 7:39:07 AM
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SJBird55
Posts: 2285
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From: Michigan
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Yes, but when considering satisfaction, they had definite expectations. I didn't even come close to beginning to meet those expectations. (Sure, I know that knowing when to treat and not to treat are required skills, but from the patient perspective that kind of detail really isn't in their thought processes.) This means that if you want to say that someone is satisfied, how do you measure those situations? I know they are loyal and I can measure that behavior - I'm not sure how I would measure whether there was satifaction though because doesn't a scenario like the above mean that the variables for satisfaction are ever-changing? So, if the variables can be ever-changing, how do you accurately measure satisfaction? To me, loyalty is much easier to measure because it is a definite behavior.
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RE: One expert will lead to better care - July 6, 2008 11:55:53 AM
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blast7
Posts: 100
Joined: July 28, 2005
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quote:
ORIGINAL: TexasOrtho
quote:
ORIGINAL: bonez
When you communicate your tx plan to the refering provider have you actually followed up to see how many of the refers actually read your corespondence and how many stuff it back in the file only to look at it if the patient asks them about it.
I have...pretty disappointing. Few docs read or care about what we send. In their defense, I have seen some of the things we send to referring providers: Handrwritten notes with tons of superfluous information. I doubt I'd read it after a while.
I believe that much of this relates to the inconsistency in which therapists write notes. If you look at MD notes they are all in the same format for the most part. We as therapists have multiple formats for evals and progress notes depending upon the clinic, clinician, and body part. Also some will write an assessment that is one sentence long or a whole paragraph. There is also no format for how people are writing a physical therapist assessment. Nagi model, sahrman approach, etc.
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