legal sanity

In this post and this one, I noted that lawyers can probably learn a lot from current discourse about the deterioration of typical doctor-patient relationships. Entering the conversation is this New York Times article chronicling the prevalence of “problem doctors” in today’s medical profession. Acknowledging that there have always been arrogant, rude or dismissive practitioners, the piece observes that their number is increasing “as doctors get involved in medical systems that prioritize speed and technology.” To counter this trend, some medical groups are starting to use patient surveys to assess and guide their doctors. The upswing in this kind of monitoring comes as “health maintenance and preferred provider groups [ ] are starting to pay doctors according to their performance.” When a doctor receives low survey scores, remedial actions may include courses, counseling or training sessions designed to help them "learn to listen to patients and treat them with dignity and respect.” These doctors also benefit from learning “simple ways to let patients tell their stories and to show empathy by responding to a patient's emotionally charged comments.” Given that client dissatisfaction and defection are so prevalent today, law firms should consider sampling surveys and corrective measures like those used to foster positive doctor-patient relationships.