Net promoter scoring (NPS) measures customer experience and predicts business growth. Recently it is becoming more common for health networks to adopt NPS. The word "customer" should be a red flag. In medicine, we do not have customers; we have patients. It is common practice for a patient to receive a text message after they leave an office asking them to rate their experience. It generally looks something like ...

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Not including residency, I have been caring for patients for five years. But was I really caring about them? We all took the oath to do no harm. We all began our journey into medicine with intentions to make a difference in patient’s lives. But sometimes our intentions erode. We become jaded. We listen to disgruntled counterparts tell us how medicine used to be. It’s true. We missed the boat. Our ...

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