Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients / Edition 1

Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients / Edition 1

by Susan Keane Baker, Baker
     
 

Satisfied patients refer, dissatisfied patients deter. Patient retention, referrals, and the personal rewards of medicine are all closely linked to quality relationships developed with patients. Patients value experiences in which their unique preferences are identified and respected. When these preferences are realistic, successful organizations find ways to

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Overview

Satisfied patients refer, dissatisfied patients deter. Patient retention, referrals, and the personal rewards of medicine are all closely linked to quality relationships developed with patients. Patients value experiences in which their unique preferences are identified and respected. When these preferences are realistic, successful organizations find ways to remember and honor them. But even when unrealistic, a patient's preferences must be managed in a way that preserves and improves the relationship.In this important resource, Susan Keane Baker—an expert in the field of physician practice management and patient satisfaction—describes how to develop the qualities of understanding, empathy, and compassion that help to meet and exceed patient expectations. Managing Patient Expectations is filled with realistic and cost-effective strategies for maintaining patient satisfaction, creating loyalty, and increasing referrals. This practical guide explains how to find out what patients really think and how physicians can best respond in a variety of situations.Managing Patient Expectations is filled with winning techniques and illustrative examples from some of the country's leading health care facilities. The book maps out how to

  • Identify patient expectations
  • Generate positive word-of-mouth comments from patients and staff
  • Enhance listening skills
  • Respond effectively to patient complaints and adverse patient outcomes
  • Build loyal patient relationships
Written for all members of the health care team, the book reveals the vital role that each person plays in managing patient expectations. Baker offers practical yet effective techniques for all types of patient interactions— from answering the phone to encouraging patient follow-through— that will create loyalty, improve outcomes, and build strong patient relationships. Strategies for Building Satisfying Patient Relationships Understanding expectations, and how they

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Product Details

ISBN-13:
9780787941581
Publisher:
Wiley
Publication date:
08/28/1998
Series:
Business and Management Series
Edition description:
New Edition
Pages:
304
Sales rank:
994,909
Product dimensions:
6.36(w) x 9.15(h) x 1.03(d)

Table of Contents

CREATING EXPECTATION.

Prior Expectations.

Word of Mouth.

Advertising, Media, and Managed Care.

First Impressions.

IDENTIFYING EXPECTATIONS.

Listening Skills.

Patient Feedback.

MANAGING PATIENT EXPECTATIONS.

Moments of Truth.

Staff Strategies.

Informed Consent.

Patient Education.

Best Practices.

RESPONDING TO UNMET EXPECTATIONS.

Complaints.

Patient Follow Through.

Adverse Patient Outcomes.

When Patients Leave.

EXCEEDING EXPECTATIONS.

Respecting Patient Preferences.

Building Loyal Relationships.

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