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PTA Blog Talk

What's Your Rating?

Published October 26, 2011 7:41 PM by Jason Marketti

Since there are sites that give a rating to hospitals, medical doctors and other health organizations, why couldn't there be one that rates therapists? Or better yet, a site where customers are encouraged to write in and compliment or complain about services rendered. There could be a brief questionnaire such as:

1. What is the name of your physical therapist?

2. Did you see a PT or PTA during your visits?

3. Were you seen individually or in a group?

4. Did a PT aide ever treat you?

5. Did the staff know you by name?

Then there could be a section where patients could write in and add details to their experience. I know some places think they give the absolute best care to every patient, and that may be true, but let the patients decide whether their experience was as great as we in therapy think it was.

Maybe even during the course of a patient's stay, he could access a computer to rate how well he is cared for by the therapy staff. And yes, there should be naming of names for those who do not provide the care that patients deserve. Would it be an eye-opener for some of us?


Great idea.  

We have a local hospital that is already doing that.  Anytime you have a service provided through their hospital (inpatient stay, outpatient surgery, therapy, testing), they send a satisfaction survey.

For inpatients, it might be easiest to set up a survey on the inroom television and have it as part of the discharge process.

Janey Goude October 26, 2011 6:43 PM

One of the things I've had to get used to in the NHS is the value placed upon qualitative measures like the ones you describe. I'm so used to quantitative ( number of people who met goals, who finished within the pre-approved number of visits, who improved functional scores, etc ) that "patient stories" the act of interviewing people after their healthcare journey to assess their experience was baffling to me at first. I said, "so you're talking about customer service, right?" Nope, not quite the same thing, although the closest that most in the USA will recognize.

These items may become more and more important as competition for business continues to increase and more importantly as people have to contribute more and more to the costs of services themselves!

Good topic.

Dean Metz October 26, 2011 4:17 PM

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About this Blog

    Jason J. Marketti
    Occupation: Physical Therapist Assistant
    Setting: San Jacinto, CA
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