Useful tool for bringing the "whole customer experience" to light?
Social media meets health care
A. Patients stick to things they think they are qualified to evaluate. I think doctors don’t recognize the whole patient experience, but patients do: whether the parking was accessible and whether the receptionist was polite and whether they got into the room and sat for 45 minutes or whether they were seen promptly and were able to communicate with the doctor in a way that was pleasing to them. It is notable we saw very few reviews saying they got the wrong diagnosis, or surgery was bad.
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