About the author:

Howard J. Luks, MD

A Board Certified Orthopedic Surgeon in Hawthorne, NY. Dr Luks specializes in the treatment of the shoulder, knee, elbow, and ankle. He has a very "social" patient centric approach and believes that the more you understand about your issue, the more informed your decisions will be. Ultimately your treatments and his recommendations will be based on proper communications, proper understanding, and shared decision making principles --- all geared to improve your quality of life. Please read our Disclaimer

17 comments on “Patient Satisfaction: It Is Not Just About Marketing

  1. I agree. If we narrow our view of social media to recognize only its marketing potential, we fail to miss the powerful connectivity, customization and accessibility of social media that lends itself to patient support, empowerment, compliance, and education. In the following post I list some samples of recent studies that support the adoption of social media for uses beyond marketing:
    http://www.hivestrategies.com/2012/08/beyond-marketing-social-media-as-a-cost-saving-life-saving-healthcare-strategy/
    These studies illustrate the power of social media for patient groups when support, education, and compliance are not only cost-saving, but potentially life-saving.

    1. Thanks Jean… I appreciate you stopping by and offering your feedback. In the world of healthcare, medicine and social media… Marketing, as a key measured metric or driver for implementing a socially rooted new media presence is somewhat misguided and misses the points you outline in your link. Thanks again for your input.
      Howard Luks MD

  2. it does come down to managing expectations and perceived perception. i also think it is important to think about the the integral factors that contribute to creating this ‘experience’ – people, environment and systems – and how they work together. for further reading, here’s an earlier blog entry on some insights and ideas – http://bit.ly/kv6Imn.

    1. Steve… thanks for stopping by and thanks for your comments. I agree.. this plays well in many healthcare verticals — and beyond 🙂
      Howard Luks

  3. All points well-taken, but I’d add another: self-satisfaction, not in the negative sense, but the pleasure one gets in helping others. It’s too easy for providers to fall into the trap of (over-) compensating for the latest threat to their incomes and forgetting what first led them to their career choice.

    I find that doctors and other providers who go the extra yard for their patients – whether they’re paid for it or not – enjoy their practices, and their lives, more. Not a scientific sampling, i grant you, but I’d still bet on it.

    1. John… Appreciate you stopping by. I absolutely agree with you. The satisfaction that I derive from being an Orthopedist who is willing to give his patients the time they need and address the concerns they have goes far far beyond any monetary reward.
      Howard Luks

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