Regarding last week's Editor's Corner, a commenter said I was "picking on doctors" through my advice in how to diminish excessive wait times for patients. Obviously, this was not my intent. As "Anonymous" is consistently diligent about pointing out, not every problem that occurs in a practice is the physician's fault, even though he or she often shoulders the majority of the responsibility.

My general objective here is to emphasize the factors that physicians and practices can control.

Depending on the topic, that list often ranges from modest to minuscule. With a small list of action points to work with, perhaps it's not uncommon for well-meaning tips to come off more like a reprimand. But the fact is that unsatisfied patients--regardless of whether they're compliant or reasonable or concerned about how they may affect a doctor's reputation--are far more formidable critics than I could ever be. Whether you embrace it or not, the day of the empowered patient has arrived.

And if you're wondering what patients really want in a doctor, a recent article in the Los Angeles Times, includes a handy checklist.

According to the patient advocates interviewed for the story, a "good doctor" does the following:

• Asks patients why they've come in and what they hope to get out of the appointment
• Shows patients and their family members respect
• Respects patients' time
• Listens and responds to patients' questions in plain language
• Keeps scientifically up to date
• Doesn't balk at patients getting second opinions
• Doesn't make patients feel embarrassed or stupid for asking questions
• Treats patients as partners in rather than recipients of care
• Returns calls or emails promptly
• Makes appointments easy to make with minimal waiting times
• Makes patients feel comfortable enough to have an open, honest discussion

Note that the majority of these items center around communication, convenience, courtesy, and respect. Now, Anonymous, I know you're going to say that you deserve the same from patients--and you do. And I also realize that many of these patient desires (in some cases, demands) require time that you likely don't have in the office.

The way I see it, there are two more qualities physicians are going to have to show to overcome these obstacles: Creativity and sincerity. As for the former, I'm referring to solutions, such as online communications, group medical appointments, efficiency-boosting technology, and a willingness to at least experiment with change. But more important than whether you're reasonably able to accommodate patients' every wish--which would be unattainable for most anyone--is your attitude.

If you do nothing else, try to squelch the urge to be defensive. Of course, you can't be all things to all people. But you can whittle the list down to the most important priorities that track with your personal principles. There is always something you can improve. Not only will patients appreciate it, but you might find some changes will make you happier, too. Regardless of any rating or review or list, you already know you're a good doctor. Instead of letting constructive criticisms make you angry or get you down, realize that the opportunities are limitless to become an even more outstanding physician and businessperson than you already are. - Deb