How outliers become superstars: what shadow coaches do

Physicians who score low on patient satisfaction surveys usually don't know what they're doing (or not doing) to cause below-average ratings. Too often, the temporary improvement gained from books and seminars dissipates as providers return to overloaded schedules and variability in patient expectations. Shadow coaching has proved effective for motivated physicians seeking more patient visits, better risk management, and high marks on the payer metrics that will soon affect qualification for Accountable Care, Medical Home, and favorable reimbursement.