Increasing Patient Satisfaction: A Guide for Nurses

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This manual guides the nurse and those associated with quality improvement in the health care setting through the fundamentals of ensuring a satisfied "customer." It presents the many components of quality patient care, including communication skills, individualized care, patient education, creating a hospitable environment, handling complaints efficiently, and designing and utilizing surveys of client satisfaction. The authors draw from the principles of Continuous Quality Improvement and other lessons learned ...
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Overview

This manual guides the nurse and those associated with quality improvement in the health care setting through the fundamentals of ensuring a satisfied "customer." It presents the many components of quality patient care, including communication skills, individualized care, patient education, creating a hospitable environment, handling complaints efficiently, and designing and utilizing surveys of client satisfaction. The authors draw from the principles of Continuous Quality Improvement and other lessons learned from the business world, in addition to nursing's rich tradition of service. Written with warmth, sensitivity, and clarity, the book is an excellent resource for nursing students and practicing nurses. Health care institutions seeking good client relations will find this a suitable text for in-service training.

The book contains no figures.

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Editorial Reviews

Doody's Review Service
Reviewer: 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.
Maureen C. Maguire
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. 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. 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. 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 sayThis is important information. Pay attention. 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. Theauthors 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.
Journal of Nursing Staff Development
Excellent. . . It is a 'must read' for every practicing nurse no matter what setting.

4 Stars! from Doody
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Product Details

  • ISBN-13: 9780826192509
  • Publisher: Springer Publishing Company, Incorporated
  • Publication date: 1/28/1996
  • Edition number: 1
  • Pages: 225

Table of Contents

Foreword
Acknowledgments
Introduction
Ch. 1 What Do Patients Really Want? (It May Be Different Than You Think) 1
Ch. 2 The Changing American Healthcare Scene and Patient Satisfaction 27
Ch. 3 Quality Isn't a Coincidence 57
Ch. 4 Yes, Patients Do Have Rights 81
Ch. 5 Patient Education: A Key to Increased Satisfaction 117
Ch. 6 Creating a Hospitable and Healing Environment 147
Ch. 7 How to Handle a Customer Complaint 171
Ch. 8 Measuring and Evaluating Patient Satisfaction Findings: Looking for the Lesson 197
Ch. 9 Be Kind to Yourself and Your Coworkers: A Plan for Enhanced Morale and Patient Satisfaction 215
Appendix: Sample Patient Satisfaction Survey 237
Index 245
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