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Author: Anne-Marie Nelson
Publisher: Jones & Bartlett Learning
ISBN: 9780834209220
Category : Patient satisfaction
Languages : en
Pages : 378
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Book Description
In today's health care environment, having satisfied patients just isn't enough. You're now being judged by payers and compared to other providers and patient satisfaction is a big part of that evaluation. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty explains why understanding and meeting patient expectations is not only nice to know, it's necessary to know! It gives you action steps in all areas of the practice. Through anecdotes and real-life examples from practicing physicians, you'll learn how to develop higher patient satisfaction, more compliant patients, a more productive and committed staff, and practical techniques to increase patient satisfaction in this updated edition.
Author: Anne-Marie Nelson
Publisher: Jones & Bartlett Learning
ISBN: 9780834209220
Category : Patient satisfaction
Languages : en
Pages : 378
Get Book Here
Book Description
In today's health care environment, having satisfied patients just isn't enough. You're now being judged by payers and compared to other providers and patient satisfaction is a big part of that evaluation. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty explains why understanding and meeting patient expectations is not only nice to know, it's necessary to know! It gives you action steps in all areas of the practice. Through anecdotes and real-life examples from practicing physicians, you'll learn how to develop higher patient satisfaction, more compliant patients, a more productive and committed staff, and practical techniques to increase patient satisfaction in this updated edition.
Author: Irwin Press
Publisher:
ISBN:
Category : Medical
Languages : en
Pages : 286
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Book Description
The book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. ... . The second edition offers significant new material, including : Enhanced material on staff buy-in to patient satisfaction initiatives - A new chapter that provides fifty simple and innovative improvement ideas - Additional material on staff and physician satisfaction - A new chapter on managing diverse patients and staff - New insight on compliant management and scripting. [Ed.]
Author: Patrick J. Shelton
Publisher: Jones & Bartlett Learning
ISBN: 9780834210745
Category : Organizational change
Languages : en
Pages : 548
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Book Description
Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
Author: Roberta L. Messner
Publisher:
ISBN:
Category : Medical
Languages : en
Pages : 280
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Book Description
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.
Author: Rosiek-Kryszewska, Aleksandra
Publisher: IGI Global
ISBN: 1522539476
Category : Medical
Languages : en
Pages : 343
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Book Description
Ethical medical treatment is an important aspect of healthcare that is affected by multiple influencing factors in, both private and public, medical organizations. By understanding and adapting the components of the health system to these influencing factors, healthcare can have better outcomes for patients and practitioners. Healthcare Administration for Patient Safety and Engagement provides emerging research on the theoretical and practical aspects of healthcare management for optimal patient care and communication. While highlighting topics, such as clinical communication, ethical dilemmas, and preventive medicine, this book will teach readers about the tools and applications of ethical treatment and hospital behavior in both private and public medical organizations. This book is an important resource for managers and employees of health units, physicians, medical students, psychology and sociology professionals, and researchers seeking current research on healthcare organization and patient satisfaction.
Author: Fred Lee
Publisher: Distributed (Non-Hap)
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 228
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Book Description
Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals--both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1⁄2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.
Author: Bo Snyder
Publisher: ACHE Management
ISBN: 9781567937381
Category : Medical
Languages : en
Pages : 0
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Book Description
In today's healthcare environment, satisfying patients is essential to good medical care and business success. But physicians' chances of moving the needle on patient satisfaction are much higher if they have the support of their healthcare organization's leadership team. The Best Patient Experience: Helping Physicians Improve Care, Satisfaction, and Scores explains how healthcare leaders can help physicians improve their interactions with patients and achieve higher patient satisfaction scores. Written in a conversational style, the book is filled with tips, tools, templates, and resources leaders can employ to support physicians in their relationships with patients. Recognizing that the process for building a better patient experience is not easy, the book intersperses practical advice with anecdotes from the author and other healthcare leaders to provide context for working through these challenges. The resulting transformation creates an environment of personal gratification and professional pride that galvanizes not just the physicians but the entire organization. Features of the book include: A case study of a physician group that improved its patient satisfaction scores from the 20th percentile to the 99th percentile A dozen reasons leaders should care about patient satisfaction A six-step process for getting physicians to engage on patient satisfaction Typical objections of skeptical physicians and how to respond to them Advice on helping doctors sustain behavior changes to ensure success Tips on using patient satisfaction data A DIY approach to shadow coaching physicians
Author: Paul Alexander Clark
Publisher: HC Pro, Inc.
ISBN: 9781578397242
Category : Business & Economics
Languages : en
Pages : 220
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Book Description
HCPro and Press Ganey are proud to introduce "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices." It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.What do you do when healthcare service fails? How should you react when a patient complains or expresses concern? It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately. In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.The success of any healthcare facility depends on an effective service recovery system. Failure to resolve a patient's problem--whether real or perceived--or to make amends will result in an unhappy patient--and a possible lawsuit. Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.The definitive service recovery guide Introducing "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices," an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves: high patient satisfaction profitable financial returns regulatory compliance measurable results This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.From Press Ganey--the thought leaders in patient satisfaction "Making it Right"draws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country. You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With "Making it Right," you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.Innovative multimedia makes staff training a pleasure Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.Order your copy today With "Making it Right" you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.About Press Ganey: Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey--founded in 1985 and headquartered in South Bend, Indiana--serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more
Author: Institute of Medicine
Publisher: National Academies Press
ISBN: 0309339227
Category : Medical
Languages : en
Pages : 226
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Book Description
According to Transforming Health Care Scheduling and Access, long waits for treatment are a function of the disjointed manner in which most health systems have evolved to accommodate the needs and the desires of doctors and administrators, rather than those of patients. The result is a health care system that deploys its most valuable resource-highly trained personnel-inefficiently, leading to an unnecessary imbalance between the demand for appointments and the supply of open appointments. This study makes the case that by using the techniques of systems engineering, new approaches to management, and increased patient and family involvement, the current health care system can move forward to one with greater focus on the preferences of patients to provide convenient, efficient, and excellent health care without the need for costly investment. Transforming Health Care Scheduling and Access identifies best practices for making significant improvements in access and system-level change. This report makes recommendations for principles and practices to improve access by promoting efficient scheduling. This study will be a valuable resource for practitioners to progress toward a more patient-focused "How can we help you today?" culture.
Author: Great Britain: Department of Health
Publisher: The Stationery Office
ISBN: 9780101788120
Category : Medical
Languages : en
Pages : 64
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Book Description
Equity and Excellence : Liberating the NHS: Presented to Parliament by the Secretary of State for Health by Command of Her Majesty
