Refunding patients to improve customer satisfaction

Unhappy customers have ways to show their displeasure, whether it's with a negative online review or the decision to go elsewhere. If customers are really lucky—or persistent—the business may offer a refund for troubles or unsatisfactory service, as an incentive for the customer to try the place again.

But that kind of customer service doesn’t really seem to fit with hospitals—but maybe it should.

A new episode of NPR’s “Planet Money” podcast profiled a hospital that is experimenting with refunding patients for services they aren’t happy with, as a way to boost customer satisfaction and stand out amongst other healthcare providers. Hospitals part of Danville, Pennsylvania-based Geisinger Health System have given back about $100,000 after six months of the program.

Listen to the podcast or read the transcript to hear more about efforts by CEO David Feinburg, MD, to refund patients.