Be the first to like.

Share

The Geisinger Health System, a very large healthcare program based in Pennsylvania, has decided that it is going to offer money-back guarantees when patients are unhappy. Don’t get me wrong; they’re not necessarily going to say, “The surgery didn’t come out the way you wanted, so here’s $500 back.” This is a more about the quality of the services provided. “Were you waiting a long time?” “Were you dissatisfied with the food?” “Did you believe you didn’t receive good communication?” “Were you unhappy because you didn’t know where you should go or were misdirected?”

Some people are going to say that offering money-back guarantees is just one more step toward turning medicine completely into a business. Are we really going to do the same thing that Starbucks or other restaurants do and say, “If you don’t like it, we’ll make it again or give you your money back”?

I’m afraid that we’re already pretty far down the road of the business of medicine, and therefore these money-back guarantees don’t bother me especially much. For people who are dissatisfied with the quality of the food they receive or with waiting too long, it does make some sense to start to say, we’ll give you something, like a rebate; a voucher for something else; or a free gift, such as a newspaper or access to cable television, while you’re staying with us.

… Read More

Image: AttributionShare Alike Some rights reserved by 401(K) 2013

Be the first to like.

Share
Medscape

Tags: , , , , , , ,

Leave a Reply