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
ISBN-10:
0787941581
ISBN-13:
9780787941581
Pub. Date:
08/28/1998
Publisher:
Wiley

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Overview

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

Strategies for Building Satisfying Patient Relationships

New England Healthcare Assembly

This book fills a huge void in the areas of medical education and the delivery of patient service. The clear advice about how to identify and respond to patient needs and preferences is essential reading for physicians and those who work with them. If the personal rewards of medicine are important to you, read this book.

--Joseph A. Lieberman, III, chairman, department of family and community medicine, clinical professor of family medicine, Thomas Jefferson University

This important resource 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. Susan Keane Baker explains how to find out what patients really think and how physicians can best respond in a variety of situations. Co-published with the Healthcare Assembly Press.

Product Details

ISBN-13: 9780787941581
Publisher: Wiley
Publication date: 08/28/1998
Series: Business and Management Series
Pages: 304
Sales rank: 945,703
Product dimensions: 6.20(w) x 9.30(h) x 1.00(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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