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Patients Can't Identify Their Physicians...

...and maybe they're happier that way, says a study released by The University of Chicago and reported in today's New York Times.
"Some 75 percent of the patients were unable to name a single doctor assigned to their care. Of the 25 percent who responded with a name, only 40 percent were correct. Those patients who claimed to understand the roles of their doctors were more likely to correctly identify at least one of their physicians."
It may be more important that the family know who the physician is, said one expert in response. Another rationalized that understanding care processes is more important than knowing your physician's name. And of course we were reminded that "...well, hospitals are busy, bustling places..." as if excuses were explanations.

Interestingly, patients who could name their physician were also more likely to be unhappy with their care. "Ignorance (may be) bliss" was the response. "...and maybe we put a little too much faith in hospitals." Zing!

Hospitals are complex places, and complexity is frequently the enemy of good communication. I'm amazed at how much time hospitals spend attempting - and usually failing - to communicate all that complexity to customers. Why not just simplify? It's difficult, sure, but the comments above notwithstanding, isn't there a cost to having ignorant customers?


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