The Customer is NEVER Right - A Nurse Practitioner's Perspective
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Howzit going over at Press Ganey?

I have been to traffic court a number of times because of one reason or another, like not having a license with me because I didn’t have my wallet or not having an up dated insurance card in the vehicle or not having the registration tag on the license plate. Nonetheless, those cases were pretty simple and straight forward, show the documents to the judge and out I went. However, waiting for the “T’s” in the alphabet to be called, one cannot but hear the cases before and I cannot tell you the number of times the defendant said to the judge, “But others were driving faster than I was.” And every time the judge replied, “We are not here for them. We are here for you.” End of story.
I went through that dissertation only because I know critics at Press Ganey may say the same about their satisfaction scores, “Patients are not rating Press Ganey. Patients are rating healthcare.” I say that because one of the readers of Kai Falkenberg’s column at Forbes left a comment that included the following link about the employee satisfaction over at Press Ganey, where it just happens the CEO’s approval rating is 22%.
I want to think my approval rating was much better than that, apart the one person who said, “Jose pisses off 80% of the patients he sees.” Nonetheless, even if so, that would be 20% satisfaction and that is not too far from the Press Ganey’s CEO rating, yet he gets to keep his job.
I know, I know, “We are not here for Press Ganey. We are here for me.” I just thought I would share.

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