December 2001 Bulletin

California HMO patients give high marks to doctors

Would your patients rate your communication and interaction skills favorably–or at least average? The Pacific Business Group on Health, a California nonprofit coalition of employers, wanted to know how members of 17 California HMOs rated their patient-doctor interaction.

What their Customer Satisfaction, Interaction with Doctor 2000 survey found was that, on average, the favorable rating that patients gave their doctors was 86 percent for "always" or "usually" listening carefully to them; 90 percent for "usually" or "always" explaining things in an understandable way; and 89 percent for "usually" or "always" having respect for what they had to say. Also, 79 percent of patients said their doctors "usually" or "always" spent enough time with them.

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