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From The CriticsReviewer: Catherine J. Buck, RN, MSN (Froedtert Hospital)
Description: This book is a comprehensive encyclopedia of knowledge on the topics of patient expectations and service excellence. The author offers all the information necessary to build and sustain a service oriented organization and culture.
Purpose: As described by the author, the intent is to provide the reader with a practical overview of the principles and techniques essential for understanding, measuring, and improving patient satisfaction in a healthcare organization of any size. Though there is much written on patient satisfaction in healthcare, this publication has a level of detail that is not easily found in one comprehensive reference. The author's objectives are clearly met and this book proves to be incredibly useful for even seasoned patient satisfaction experts.
Audience: In the introduction, the author identifies patient satisfaction as a life long focus and emphasizes that the book is written to benefit a diverse audience including almost everyone in healthcare. The preface contains a helpful guide listing thirteen reader categories and prioritizing the most relevant chapters for each type of professional.
Features: Almost every aspect of patient satisfaction is covered. Most notably, a comprehensive body of knowledge is presented on measuring and improving both behavior and administration-based improvement priorities. The novice-to-expert appeal is accomplished as the author begins each chapter with a high level overview and progresses to drill down detail of the most valuable form. The frequent use of exhibits and tables is a skillful way to summarize vital information.
Assessment: Having read many publications on patient satisfaction and having accomplished a significant hospital turnaround in service performance, I found this reference to be one of the most comprehensive resources available on patient satisfaction. The author provides operational strategies for healthcare professionals in all settings and reveals the necessary knowledge base to accomplish and sustain a culture of service excellence.