Author Affiliation: Department of Social Medicine, Harvard Medical School, Boston, Mass.
In the Clinical Crossroads in this issue of THE JOURNAL, the discussant
Dr Jennifer Daley1 rates the care the patient
received as "good technical outcome, poor service experience."
No one will quarrel with the accuracy of the judgment rendered, but
what a sad commentary—and understatement—about what happened to
the patient. Most physicians and patients, and undoubtedly Ms G herself, would
prefer that result to a rating of "good service experience, poor technical
outcome" after such surgery, an outcome that was commonly the case with knee
surgery 20 years ago, before orthopedic methods improved so remarkably.2 Being able to take a 3-week hiking trip after knee
surgery is a tribute to modern orthopedics no less than to the skill of her
Eisenberg L. Good Technical Outcome, Poor Service ExperienceA Verdict on Contemporary Medical Care?. JAMA. 2001;285(20):2639-2641. doi:10.1001/jama.285.20.2639