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

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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.

Every practice has operational strenghts and weaknesses. The three books will equip the reader with tools and techniques to assess practice operations, identify problems, and develop action plans to make improvement.

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Product Details

  • ISBN-13: 9781579470791
  • Publisher: American Medical Association
  • Publication date: 1/1/2001
  • Series: Assessing and Improving Practice Operations Series
  • Edition description: BOOK&DISK
  • Edition number: 1
  • Pages: 75
  • Product dimensions: 8.50 (w) x 10.90 (h) x 0.30 (d)

Table of Contents

Chapter 1 Introducing the Health Care Consumer 1
Understanding Today's Health Care Consumer 1
Interacting with Today's Health Care Consumer 2
Lessons Learned 3
Chapter 2 The Patient Encounter: An Overview 5
Defining the Encounter 6
Preparing for Patients 7
Lessons Learned 9
Chapter 3 Evaluating the Patient Encounter 11
Patient Satisfaction Pays 12
Gathering the Information You Need 13
Appraising Survey Mechanisms 13
Getting Cooperation from Patients and Staff 14
Selecting a Survey Tool 15
Patient Surveys 15
Self-Administered Surveys 17
Competitor Surveys 19
Take All Feedback Seriously! 21
Lessons Learned 21
Chapter 4 Referral 23
Accommodating Referral Patients 24
Lessons Learned 27
Chapter 5 Appointment Inquiry 29
Three Steps of Service 30
Assessing Telephone Answering 31
Setting the Appointment 31
Confirming the Appointment 39
Calling Missed Appointments 39
Lessons Learned 40
Chapter 6 Check-In and Waiting 41
The External and Internal Physical Environment 42
Reading Material 42
Signage 43
Privacy and Confidentiality 46
Encounter with Staff Members 48
Reception 48
Patient Information 49
Waiting Time in the Reception Room 50
Lessons Learned 51
Chapter 7 Pre-Encounter 53
Dialogue That Works 54
Wait Times in the Exam Rooms 55
Physicians' Services 56
Lessons Learned 61
Chapter 8 Post-Encounter 63
Checkout 64
Patient Handouts and Instructions 65
Avoiding Pitfalls in Written Information 66
Writing User-Friendly Materials 66
Asking for Payment 67
Dealing with Difficult Patients 68
Irate Patients 68
Talkative Patients 69
Demanding Patients 69
Patients with Special Needs 70
Filing Insurance Claims 70
Follow-Up and Record Retention 71
Lessons Learned 73
Chapter 9 The Power of Assessment 75
Assessment 75
Coaching for Better Skills 77
Training for Improved Results 78
Making Amends for Mistakes 79
Lessons Learned 80
Index 81
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