The Primary Care Provider of Choice Self-Evaluation and The Specialist of Choice Self-Evaluation are important tools for improving customer service. These tools focus on actions, policies, and processes that medical practices and physician networks may adopt to improve patient satisfaction.


Non-primary care specialists are in a unique position of having an extra customer. Referring physicians, usually primary care providers, are keenly interested in the care and “caring” their patients receive when they make a referral. The term “specialist of choice” is a reference to physicians who become the “go-to” provider for sub-specialty care.


Medical providers are increasingly called upon to meet the demands of patients who behave more like customers than patients, and these tools provide many suggestions for achieving better customer service outcomes.