Patient Satisfaction: Understanding and Managing the Experience of Care / Edition 2

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This book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. Since the first edition of this book was published, national discussions of patient satisfaction have heated up. This new edition will help you respond to growing concerns. Benefit from the author's 20+ years of experience in measuring and managing patient satisfaction. Whether your goals include improving the quality of care, enhancing staff retention, increasing profit margins, recruiting physicians, or attracting customers, patient satisfaction is one of the most powerful tools for success.

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Editorial Reviews

Doody's Review Service
Reviewer: Paul H. Keckley, PhD (Vanderbilt University Medical Center)
Description: This book for lay managers in healthcare organizations is useful in providing perspective about the patient experience with a view toward measuring patient satisfaction.
Purpose: The purpose is to provide a conceptual framework for the measurement of patient satisfaction. This is certainly worthwhile in that it is a fundamental aspect of a provider organization's performance.
Audience: This appears to be written for the lay manager to better understand approaches to patient satisfaction measurement in a healthcare organization. It does not appear to target clinicians.
Features: The table of contents is intuitive, though some topics do not receive adequate attention: the relationships between patient satisfaction and adherence to treatment directives, the correlation of satisfaction with perceived and real adherence to evidence-based pathways, and the performance-based payment systems that use patient satisfaction data as a factor in evaluating provider performance. That said, this is a very succinct summary of methods used to assess patient satisfaction useful to managers in understanding the "why" and "how" of patient surveys.
Assessment: I would rate this highly with the desire that subsequent editions include surveys specific to diagnoses/conditions that require special expertise in measurement, such as depression, joint replacements, et al. — measures are different for these — while also incorporating some standard "experiential" measures.
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Product Details

  • ISBN-13: 9781567932508
  • Publisher: Health Administration Press
  • Publication date: 2/1/2006
  • Edition number: 2
  • Pages: 262
  • Sales rank: 1,206,739
  • Product dimensions: 6.00 (w) x 8.90 (h) x 0.60 (d)

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