How customer service breeds bad medicine

Physician
January 25, 2019

“Welcome to our clinic. May we take your order?”

Many patients have Googled, Yahoo’ed or Bing’ed their symptoms way before I even lay eyes on them in an examining room. And they have a schema of what they’ll be getting out of the visit.

If the encounter takes a detour — the diagnosis is not in line with what they believe they have, or they are about to stroke out from unmanaged …

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