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The Truth Is Out There – Are You?
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By Laurie Gelb, July 28, 2010
Health care surveys still ask “analog questions” in a
digital world, limiting the impact of disease
management, marketing initiatives and even transactional
communiqués like EOBs. Besides evoking “socially
acceptable” responses (who wouldn’t want to be healthily
skeptical and savvy, unless you wanted to be stubborn
and oppositional?), surveys in 2010 often still rest on
“service as product” and “product = attribute bundle”
paradigms, which apply poorly to medicine.....
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atients
would, of course, prefer a more efficient process. But
good communication helps them understand the processes
within the emergency department environment and shows
them that staff has not forgotten them." 
