Measuring and Improving Patient Satisfaction / Edition 1

Measuring and Improving Patient Satisfaction / Edition 1

by Patrick Shelton
     
 

ISBN-10: 0834210746

ISBN-13: 9780834210745

Pub. Date: 03/06/2000

Publisher: Jones & Barlett Learning

Measuring and Improving Patient Satisfaction provides a detailed "how- to" approach to establishing an effective patient satisfaction measure ment program. The reader learns how to measure patient satisfaction an d act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and impl ementing a

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Overview

Measuring and Improving Patient Satisfaction provides a detailed "how- to" approach to establishing an effective patient satisfaction measure ment program. The reader learns how to measure patient satisfaction an d act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and impl ementing a patient satisfaction measurement program for the Med-Partne rs Friendly Hills Health Network in Southern California.

Product Details

ISBN-13:
9780834210745
Publisher:
Jones & Barlett Learning
Publication date:
03/06/2000
Edition description:
1E
Pages:
510
Product dimensions:
6.20(w) x 9.30(h) x 1.30(d)

Table of Contents

Contents: The Importance of Patient Satisfaction (and Loyalty) * The Definition and Dimensions of Service Quality * The Elements of Patient Satisfaction - What Patients Value in Health Care * The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element * The Patient’ s Mental Report Card: A Model of How Patients Judge Their Health Care Experiences * Measuring Patient Satisfaction - Determining Your Organization’ s Grades on the Patient’ s Mental Report Card * Patient Satisfaction Data Collection, Processing, and Communication * Identifying and Prioritizing Service Quality Improvement Priorities * Addressing Behavior-Based Improvement Priorities * Addressing Your Systems and Process-Based Improvement Priorities * Addressing Your Administration-Based Improvement Priorities * The Bottom Line - Measuring and Reporting Patient Satisfaction Improvement (PSI) Program Value * Building and Sustaining a Service-Oriented Organizational Culture * Putting It All Together - Your Patient Satisfaction Improvement Program Plan * Appendixes * Bibliography

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