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Link patient satisfaction scores to doctors’ income

The daily challenges of running a practice make it easy to forget that patients are your number-one priority. So how can you prevent patient dissatisfaction at the office? One way is to link results from patient-satisfaction surveys with physician compensation, said John W. Phillips, president of PivotHealth, LLC, in Brentwood, TN. "We’re overdue for physicians having a personal risk in patient satisfaction," said Phillips, who spoke about this topic at the Medical Group Management Association Annual Conference in October 2005. He noted that other industries (e.g., airlines) are far ahead of healthcare in aligning employee incentives with improving customer satisfaction. "It is simply good business sense to improve [patients’] perceptions."