2010 Scholarship Recipient

Adam Burzynksi, MD, '11

Adam Burzynksi, MD

Adam Burzynksi's Winning Essay

For many years, medicine has been a very paternalistic discipline, with a "we know what's best for you" mentality, often ignoring the patient's needs in the process. During my time in the business sector, I learned that customer service was paramount to success however medicine has not fully embraced this attitude yet. I plan to bring this focus on customer service or patient service into my surgical practice.

First, in my opinion, patient service is not giving the patient whatever they want. Rather, it is providing care in a manner to ensure that the patient receives the attention and satisfaction they desire. This may mean spending a little extra time discussing with a patient why the drug they saw on television may not be right for them or spending some extra time with a patient that is scared about surgery. Excellent patient service is simply putting into practice all the little things that we have been taught in medical school as "good bedside manner".

Traditionally there has been no good way to measure "bedside manner". In my business career, I would simply ask my clients if I was meeting their expectations. Why not ask you patients if they are happy with the care they are receiving? With one simple question, we can determine if we are living up to what is expected of us as doctors, and adjust if necessary.

Today, with patients having more freedom and choice in medicine, it is important than ever not only to practice good medicine, but also to practice good customer service, which I am well equipped to do with my business training.


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