What a Clever Way of Finding Out the Truth

I had several web-conferences and phone conversations with a most unusual practice manager of a perio-pros practice in British Columbia.  I phoned her two weeks after providing her with a list of DecisionBase users for her to contact.  She commented that after speaking with only two of them, she had enough information to report to her doctors.  She had not spoken with any of the doctors whom I had provided for her, but to their dental assistants.  She only asked them one question: “If the doctor told you that starting next week the practice would be going back to using paper records, what would your reaction be to that change?”  She said that the first reaction of both assistants was to scream.  Then they both said that they would most likely look for a position with another practice or they would rally the staff to convince the doctor that this change would not be acceptable   I thought that this was a very clever way of finding out the level of satisfaction with DecisionBase in these practices.

Category: EMR, News, Perio, topnews · Tags:

Patient Satisfaction: It’s All About Communication

While having lunch with a new user of DecisionBase in a small town in Marin County, I listened to his description of a woman he examined that morning.  She was a hospital administrator in her mid-fifties referred for examination and treatment of her periodontal condition.  At the conclusion of the examination, while he escorted her to the patient coordinator’s desk in the front office, back in the exam room his dental assistant created the chart notes, the letter to her referring dentist, the procedure specific pre-op and post-op instructions for that specific surgery and the informed consent for her to read and sign.

By the time the dentist and patient arrived at the patient coordinators desk, she had a copy of the referral report, the pre-op and post-op instructions and the informed consent documents ready for the patient.  The patient made the following comment:  “In the 26 years I have been in hospital administration, I have never seen the equivalent of this level of patient communication following an examination.  I am very impressed with your ability to provide me with all of this information so efficiently.”

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