Closing the gap: the patient-physician disconnect.

This article will present the results of over 150 focus groups conducted to identify the underlying drivers of customer satisfaction in a variety of health care settings. These focus groups demonstrate that the vast majority of patients first seek to have their negative emotional state addressed and then to receive medical care. The hypothesis presented is that patients' satisfaction is based more on short-term consequences than long-term consequences (effects of treatment) because the short-term consequences involve reducing patients' negative emotions that they bring to the treatment situation.

Medical practice branding using cable television.

Genesis Medical Associates is an independent primary care practice in the suburbs of Pittsburgh. Given competitive pressures, a member of the physician leadership began thinking about the need for the practice to develop an "identity and awareness" program to set the practice apart from the competition. The idea for branding the campaign began when Dr.

Say cheese. Photo mapping lets you see your practice as patients do.

Photo mapping--creating a photographic map of all parts' of the practice that your patients see--helps physicians and staff view their practice through the patients' eyes--literally the patient focus. Once this happens, a group can more easily make changes that can improve patient satisfaction.

Service vs. satisfaction. The key to a competitive edge.

Understanding the difference between patient service and satisfaction can provide any medical practice with the competitive advantage to retain existing patients and attract new ones.