Assessing and Improving Patient Encounters (includes disk) / Edition 1

Assessing and Improving Patient Encounters (includes disk) / Edition 1

by Coker Group, Kay B. Stanley
     
 

Every practice has operational strengths and weaknesses. The three bo oks will equip the reader with tools and techniques to assess practice operations, identify problems and develop action plans to make improv ements.See more details below

Overview

Every practice has operational strengths and weaknesses. The three bo oks will equip the reader with tools and techniques to assess practice operations, identify problems and develop action plans to make improv ements.

Product Details

ISBN-13:
9781579470791
Publisher:
American Medical Association
Publication date:
01/01/2001
Series:
Assessing and Improving Practice Operations Series
Edition description:
BOOK&DISK
Pages:
75
Product dimensions:
8.50(w) x 10.90(h) x 0.30(d)

Meet the Author

Table of Contents

Chapter 1Introducing the Health Care Consumer1
Understanding Today's Health Care Consumer1
Interacting with Today's Health Care Consumer2
Lessons Learned3
Chapter 2The Patient Encounter: An Overview5
Defining the Encounter6
Preparing for Patients7
Lessons Learned9
Chapter 3Evaluating the Patient Encounter11
Patient Satisfaction Pays12
Gathering the Information You Need13
Appraising Survey Mechanisms13
Getting Cooperation from Patients and Staff14
Selecting a Survey Tool15
Patient Surveys15
Self-Administered Surveys17
Competitor Surveys19
Take All Feedback Seriously!21
Lessons Learned21
Chapter 4Referral23
Accommodating Referral Patients24
Lessons Learned27
Chapter 5Appointment Inquiry29
Three Steps of Service30
Assessing Telephone Answering31
Setting the Appointment31
Confirming the Appointment39
Calling Missed Appointments39
Lessons Learned40
Chapter 6Check-In and Waiting41
The External and Internal Physical Environment42
Reading Material42
Signage43
Privacy and Confidentiality46
Encounter with Staff Members48
Reception48
Patient Information49
Waiting Time in the Reception Room50
Lessons Learned51
Chapter 7Pre-Encounter53
Dialogue That Works54
Wait Times in the Exam Rooms55
Physicians' Services56
Lessons Learned61
Chapter 8Post-Encounter63
Checkout64
Patient Handouts and Instructions65
Avoiding Pitfalls in Written Information66
Writing User-Friendly Materials66
Asking for Payment67
Dealing with Difficult Patients68
Irate Patients68
Talkative Patients69
Demanding Patients69
Patients with Special Needs70
Filing Insurance Claims70
Follow-Up and Record Retention71
Lessons Learned73
Chapter 9The Power of Assessment75
Assessment75
Coaching for Better Skills77
Training for Improved Results78
Making Amends for Mistakes79
Lessons Learned80
Index81

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