Hello Dr. Solomon. Thank you for your commentary. The truth that you speak is a dim light in the fog of political correctness that envelopes our practice. For those physicians involved in the practice of Emergency Medicine, they are involved in a field that is associated with the one of the highest burnout rates among all physician practices. I am residency trained and board certified at mid career. I was already feeling the burn. However, when I was informed that I would be let go if I did not embrace our new program for “customer experience” it has come to a head. Our new program involves the employer mandating the specific language that the Emergency Physician will use during our encounters. Our employment stands at risk for those with the courage to show dissent. Customer satisfaction has become a religion. Our patients do not benefit from it. Physicians do not benefit from it. It is not a marker of quality. It adds to expense and contributes to social decay. However, it is a hire or fire vehicle for administrators to exert control over physicians and mid level hospital executives. It is also a vehicle for the government to exert control. What tangible actions has the AMA, ACEP or AAEM to recognize and/or intervene? Well did you know that it is Emergency Medicine wellness week? Shame on you AMA! Shame on You ACEP! Shame on you AAEM!
One Response to “Keep the Customer Satisfied”
January 30, 2016
Mark BuettnerHello Dr. Solomon. Thank you for your commentary. The truth that you speak is a dim light in the fog of political correctness that envelopes our practice. For those physicians involved in the practice of Emergency Medicine, they are involved in a field that is associated with the one of the highest burnout rates among all physician practices. I am residency trained and board certified at mid career. I was already feeling the burn. However, when I was informed that I would be let go if I did not embrace our new program for “customer experience” it has come to a head. Our new program involves the employer mandating the specific language that the Emergency Physician will use during our encounters. Our employment stands at risk for those with the courage to show dissent. Customer satisfaction has become a religion. Our patients do not benefit from it. Physicians do not benefit from it. It is not a marker of quality. It adds to expense and contributes to social decay. However, it is a hire or fire vehicle for administrators to exert control over physicians and mid level hospital executives. It is also a vehicle for the government to exert control. What tangible actions has the AMA, ACEP or AAEM to recognize and/or intervene? Well did you know that it is Emergency Medicine wellness week? Shame on you AMA! Shame on You ACEP! Shame on you AAEM!