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From The CriticsReviewer: Maureen C. Maguire, MS, RN, PNP (Johns Hopkins University School of Nursing)
Description: This book presents a thorough overview of the multiple dimensions of patient satisfaction and offers practical methods for assessing it and for creating a patient (and family) centered healthcare organization in the context of an ever more competitive healthcare climate.
Purpose: The purpose is to "address the major issues that affect patient satisfaction with health care." The authors meet this goal extremely well. They support their ideas with extensive research data from many different fields. The increased pressure in today's marketplace to provide affordable but high quality health services makes this an important and timely book.
Audience: The authors have written this book for practicing and student nurses. I believe this book should also be on the desks of every healthcare administrator and every faculty member who teaches beginning nursing students. The authors are well qualified by education and experience to write about this topic and can even look at it "from both sides of the bed rail," as they say.
Features: The chapter titles, index, and subject headings throughout the book make the information easy to find. Important points stand out. The size of the print and the type of font make reading the book comfortable. The anecdotes used support the points made and give the book a very "personal" feeling. Anyone who reads it will identify with some of them. However, I found the color of the cover very off-putting. Puce does not say"This is important information. Pay attention."
Assessment: This is a well written book addressing a critical aspect of healthcare delivery. It is especially important in light of today's competitive environment, increased consumerism, and the demands of regulatory organizations. The authors clearly articulate what it takes to satisfy patients and describe methods to achieve that objective that are within the reach of every nurse and every healthcare organization.