"Healthcare is not a typical service industry, yet it is increasingly treated like one. Physicians are being evaluated not only on their clinical judgment and medical expertise, but on customer-service metrics like friendliness, wait times, and whether patients feel satisfied in the moment."
"What most people don't realize, however, is how significant it is for a physician to cancel clinic. It takes A LOT. We know our patients are depending on us, and we feel that responsibility deeply."
"Situations like this highlight an important psychological pattern. As described by Lee Ross (1977), the fundamental attribution error is our tendency to evaluate situations based on limited information and fill in the gaps with assumptions."
The healthcare industry is increasingly evaluated through a rating system similar to other service industries, which can misrepresent the quality of care. Physicians are assessed not only on their medical expertise but also on customer-service metrics, which can lead to misleading evaluations. A physician's decision to cancel an appointment may result in negative reviews, despite valid reasons. This situation exemplifies the fundamental attribution error, where actions are judged based on limited information, often leading to unfair assumptions about character and intent.
Read at Psychology Today
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