Monthly Archives: February 2015

Patients Talking To Doctor-Rating Websites To Air Complaints

2/6/2015

Like other businesses that cater to consumers and must make service a priority, those of us in healthcare – providers, practitioners and clinicians alike – must also put patient satisfaction at the top of our “To Do” list. This Medscape article points out exactly how and why the focus on the patient must continue being the top priority, especially as the landscape of healthcare continues to grow and change in so many ways.

“Healthcare now is a retail service, like banking or tax preparation,” says Ron Harmon King, the CEO of Vanguard, a Denver-based research company that gathered the patient complaint data. “People expect to be able to drive right up, walk in, and have the same experience they can have in a restaurant or retail establishment. The standards that consumers of food and financial services have are the same standards patients have for their physicians. In some ways, it’s unfair to the doctor, but it is the reality,” he adds.

Who is posting negative reviews about their doctors? The information cited in this article comes from a 2013 survey that analyzed 3617 online reviews of 300 physicians (internists and OB/GYNs) practicing in Austin, Denver, New York City and San Diego who earned the lowest marks on three medical review sites: Vitals, RateMDs and Yelp.

When we look at the nature of the patient comments and complaints that are most commonly made, we see they cover several areas related to patient care, as well as to how the practice is run and how the patient is made to feel. Customer service, bedside manner and attitude/indifference of medical and office personnel are all covered, and the comments can seem harsh in some cases. “When it comes to online comments, experts advise physicians to be accepting, attentive, reflective, and responsive,” explains Medscape.

Today more than ever before, patients are empowered and emboldened. They have choices, they have access to information and they have the ability to broadcast their opinions in a big way. Of course, not all negative feedback is warranted, but nevertheless it must be paid attention to and, whenever possible, countered with positive feedback.

What are their specific complaints? Patients cited long waiting times, rude front desk personnel and billing issues, to name a few areas of concerns. They also focused heavily on follow-up and callback issues:

*• “Unavailable for follow-up after hip prosthesis dislocation. Offered to see me in 6 weeks! This doctor basically did not want to see me again.”

• “Had me get a CAT scan done to determine whether or not I had a lung tumor. I called after the customary couple of work days for an answer. (One does want an answer about such things.) I called every day for a week, and was assured every day that my doctor would call me back before closing with the results. Nobody in the office could find the results all week, or be bothered to contact me.”

• “I never got a letter, phone call, email, text, nothing at all that they had moved! After 15 years of going every year, I think I deserve better.”

• “They do not call back with test results EVER and have failed to call in prescriptions when they promised to. They also have this habit of putting on their answering machine message to avoid calls in the afternoons while they are still in the office. And of course they do not monitor the messages, so there is literally no way to get hold of them.”

 Taking this feedback seriously. As medical providers, we take our patients’ feedback, feelings and comments very, very seriously. Now, more than ever, it’s important to treat every patient with the assumption that he or she will discuss the experience outside of the office setting, whether with friends, with others in the healthcare/medical fields and/or on any of the many feedback sites. It’s become a fact of life, and of healthcare in particular.

And whether the feedback is more medical/care-focused in nature or it is more about on what the article refers to as the “softer” side of medicine, such as service and office management, the goal should be the same: Making sure that patients feel they are being well taken care of and well attended to in every way.

At SecondOpinions.com, we pride ourselves in providing our patients with optimal customer service. From the time of your initial contact with us, we ensure that you will be connected with a top expert physician who specializes in the field of medicine that you need. Our specialists are able to give you the most reliable second opinion as well as keep you up-to-date on groundbreaking developments and research in their fields of expertise. There are no long waits for your second opinion in fact, you will receive your second opinion within hours of submission. We care about providing you with the best diagnosis and treatment plan are here for you every step of the way

* These comments appeared verbatim in the Medscape article.

 

Better Technology Means Better Diagnoses For Radiology Patients

2/4/2015

As the tools and technologies of healthcare continue to improve and evolve, both patients and clinicians will continue to reap the rewards of this progress. This recent Forbes article talks about healthcare and diagnostic devices, in the area of radiology in particular, that are becoming “leaner, meaner and even cheaper” – and about the ways in which all of us benefit from this evolution.  

In the past, the technology of traditional radiology was relatively bulky, expensive and in many cases far removed from patients (both literally and metaphorically). Today’s environment is one in which patients are reaping the benefits of new technologies that promise information and diagnoses that are more precise, effective and accessible.

 What does this trend mean for radiology? Of course, we applaud any and all strides that allow healthcare providers to diagnose more efficiently and effectively, and patients to take more charge of their own healthcare. From the perspective of our patients, we know that an informed and able patient is an empowered patient. The better the technology, the better the diagnoses – and that’s a “win-win” for all of us. As the technology continues to get better each year, more and more patients are taking matters into their own hands, taking advantage of better tools and opting for more readily accessible second opinions.

A new age of “plug-and-play” radiology. In radiology – as with any medical specialty or subspecialty – we look for innovations that benefit patients, improve the accuracy of diagnoses and positively impact the overall efficiency of the process. As the Forbes piece points out, “The ultrasound that used to be as bulky and heavy as a refrigerator is now the size of a handheld ‘phablet’ and yet it does the same job it did before.”

At the most recent Radiological Society of North America Annual Meeting (RSNA 2014), there was a great deal of discussion focused on the use of smaller equipment and the role this technology plays in smarter and safer diagnoses – again, all to the great benefit of the patient. “As simple as plugging an iPod into a speaker,” says Forbes.

Clinicians, and in some cases patients, can now easily upload data – such as medical imaging files or pictures – from any device, from their home, office or even the car. Patients have greater visibility into the process, and their healthcare providers are able to more easily view files on any device and, in turn, diagnose and offer their expertise from anywhere, any time. From reducing errors in diagnosis to increasing the speed of communication, we feel strongly that better technology leads to better patient outcomes all around.

What’s ahead for radiology patients? “These latest radiology innovations help improve efficiency, accuracy and workflow, thereby enhancing the lives of millions of patients,” says Forbes. We certainly agree that the future of technology in radiology can and will lead to shortened treatment times and better diagnostic capabilities all around.

 At SecondOpinions.com, we believe that more information and greater access empower patients and, in turn, can lead to more precise and efficient diagnoses and, ultimately, more successful patient outcomes. We invite you to contact us for your second opinion. 

3 Reasons You Should Get a Medical Second Opinion

2/4/2015

When you go to the doctor with a medical problem, you want answers stat!

Many people trust their physician to deliver an accurate diagnosis and are hesitant to challenge their judgment, but what if obtaining a second opinion could change your diagnosis, your treatment and your health outcomes?

In a recent article published on FoxNews.com, according to a 2010 Gallup poll, 70 percent of Americans are confident in their doctor’s accuracy, and only 29 percent opt to do their own research after receiving medical advice.  However, according to a 2014 study by the Federal Agency for Healthcare Research and Quality.one in 20 Americans are actually subjected to diagnostic errors.

A diagnosis can be life-threatening and a prescribed treatment regimen can be costly and invasive. However, by obtaining a medical second opinion you can ensure that you are doing whatever you can to achieve the best healthcare decisions that will  give you peace of mind. Second Opinions save lives. They also help to prevent unnecessary surgeries and procedures, prevent medical errors, reduce insurance premiums and protect the health and well-being of patients.

When to consider getting a second opinion.

1. When you are uncomfortable with your diagnosis or recommended treatment. An estimated 12 million U.S. adults are misdiagnosed every year and half of these diagnostic errors could be harmful. This means that there’s a good chance that your doctor makes mistakes too. Fact is, no one knows your body or can feel your symptoms the way you do. If you don’t feel completely satisfied about your doctor’s diagnosis, it may help to ask the opinion of another expert physician.

2. When your doctor recommends a serious but non-emergency surgery. Major surgery comes with significant risk that can be life-altering. If the surgery your doctor recommends is not an emergency, you have time to seek a second opinion. Did you know that many invasive operations are performed  when minimally invasive alternatives may be available?  The risks of undergoing surgery can cause high levels of anxiety for a patient, but if you take the time to educate yourself and talk with another doctor about the recommended procedure, it can keep your mind

3. When you don’t feel like you are being heard. Doctors spend an average of 20 minutes in the exam room with each patient, according to a Centers for Disease Control and Prevention (CDC) study. In addition, another published study suggests that a patient can’t speak for more than 12 seconds without being interrupted  either by their doctor or another staff member. An accurate diagnosis depends on you being able to communicate your health history, symptoms and concerns. When your doctor doesn’t take time to hear these things, he or she may miss some crucial information.

If you want a second opinion, talk to your doctor. Many people are nervous about getting a second opinion because they are worried their doctor will be angry. What many people don’t realize is that most physicians don’t take it personally when asked to seek the counsel of another professional and some physicians even encourage it.

It is also important to check with your healthcare insurance to be sure they cover second opinions so you don’t get billed.  Many insurance companies don’t have issues paying for second opinions, because it can save them money on costly and unnecessary procedures.

Health care has become a service industry and you, as the patient, are the consumer. When you have questions about your doctor’s diagnosis or the relevance of a recommended treatment, you shouldn’t feel powerless. A second opinion can help put your mind at ease. When your health is on the line the decisions you make can have significant and lifelong effects.  It’s always important to get a second opinion regarding your health and at SecondOpinions.com we can help you achieve this with ease from the comfort of your home or office. It can be a matter of life or death.