Who is the audience? Is it effectively written for that audience?
After compiling data containing the words patients used in describing their experiences with medical practices, the software determined the most common phrases associated with each review star level. An analysis of these most common phrases revealed that an incredible 96 percent of patient complaints are customer-service related, while a mere 4 percent complain about quality of care or misdiagnosis.
The great majority of reviews are positive. Happy patients are the most verbose. Of the common positive review phrasings: Patients are impressed with outstanding bedside manner. The large majority of patients are eager to compliment their doctors.
Complaints could largely be eliminated by medical practices if they implemented the following measures. Practices must keep their patients informed. Patients can tolerate surprising medical results, but they do not tolerate surprises elsewhere long wait times, difficulty booking appointments, difficulty obtaining test results.
Keep your patients informed! If wait times are going to be above 15 minutes, let the patient know. Staff should do the same. You need to have someone on your team who can ensure things are kept in order so that when patients ask questions, you can spend your time answering them rather than hunting for the answer.
While long wait times may be unavoidable at times, better communication and organization can minimize this complaint. Automatic appointment reminders and online scheduling may help reduce large variations in daily patient load.
Cheerful and empathetic staff can help ensure patients feel as comfortable as possible. Upon cataloging these listings, the software again utilized the Google Place API to obtain all available reviews associated with the respective listings.
At the time of execution, the software obtained a catalog of 34, reviews. A frequency analysis was then computed for the body of review text associated with each star rating one through five to determine the most common four- and five-word phrasings.
Analysts used these most frequent phrasings to assess patient review patterns. For the purposes of the analysis, each frequent phrasing was assigned one of four primary patterns: These people are extremely rude and I felt uncomfortable in there, make you feel like they are too important for you.
I contacted their customer service … and they are the same way. The NPs run this place and they are bad. There is no communication between the NPs and the doctors and neither will call you back … so unless you have a fantasy of being treated like a steer in a cattle auction, you might want to go somewhere else.
Seriously, I would rather get my annual exam done on the Drag by one of the panhandlers … as I am sure they would be more compassionate, more communicative, and more prompt.
Horrible … I managed after three month of calling to get a follow up appointment with the general practitioner. On the day of the appointment I waited half an hour in front of primary care counter while the receptionists finish chatting with one another only to be directed to counter C.
I waited for another 10 minutes for those receptionist to finish chatting only to be told I was not first inline when there were no line to start with. No tape, no sign, no markings. I grabbed the appointment sheet and threw it in the trashcan and went home.
The staff goes out of their way to make you feel welcome and comfortable. I highly recommend [this doctor]. She has much insight and knowledge [and she] listens very carefully to what you are trying to achieve then determines the best course of action to implement, while making sure you understand what to expect.
I would not even consider going anywhere else. I have had several excellent experiences with [the doctor]. I am extremely grateful to [the doctor] for providing his services in such a reasonable and friendly manner. I started taking my kids there when my 8 year old was born.I get a lot of 'news' emails, but the Daily Brief is the only one I find time to read no matter how busy things are.
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A nationwide study has uncovered what drives patients to write glowing, or scathing, reviews on the Internet. For a study of online doctor reviews coast to coast, Vanguard Communications developed special software to analyze Google+ reviews of doctors, group medical practices, clinics and hospitals.