Managing patient expectations / the art of finding and keeping loyal patients / Susan Keane Baker.

Format:

Book

Author/Creator:

Baker, Susan Keane.

Language:

English

Subjects (All):

Patient satisfaction.

Physician and patient.

Ambulatory medical care.

Consumer satisfaction.

Patient Satisfaction.

Outpatients--psychology.

Health Knowledge, Attitudes, Practice.

Patient Participation.

Physician-Patient Relations.

Medical Subjects:

Patient Satisfaction.

Outpatients--psychology.

Health Knowledge, Attitudes, Practice.

Patient Participation.

Physician-Patient Relations.

Physical Description:

281 pages ; 24 cm

Place of Publication:

San Francisco : Jossey Bass Publishers, 1998.

Summary:

Satisfied and loyal patients don't sue. Nor do they abandon one physician practice in search of greener pastures, leaving a long list of complaints and conflict in their wake. Whether fueled by financial rewards from managed care companies or the concerns of risk managers about malpractice liabilities, meeting patient expectations is a critical component in the practice of modern medicine. For physicians, clinicians, and all who interact with patients, Managing Patient Expectations offers a wealth of tools and techniques for learning new ways to diffuse potential conflicts and build strong, loyal patient relationships.

From answering the phone to discharging surgical patients, each and every contact between patients and staff provides an opportunity to engender loyalty, improve outcomes and the quality of care, and ensure patient satisfaction. With case examples and lessons from industry leaders, practical tips, and strategies you can put into action, Susan Keane Baker demonstrates how any health care organization can meet patient expectations for service and clinical excellence.

Notes:

Includes bibliographical references and index.

ISBN:

0787941581

OCLC:

38603032