Description
Book SynopsisStrategies for Building Satisfying Patient Relationships
New England Healthcare Assembly
This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read thisbook.
--Joseph A. Lieberman, III, chairman, department of family andcommunity medicine, clinical professor of family medicine, ThomasJefferson University
This important resource describes how to develop the qualities ofunderstanding, empathy, and compassion that help to meet and exceedpatient expectations. Managing Patient Expectations is filled withrealistic and cost-effective strategies for maintaining patientsatisfaction, creating loyalty, and increasing referrals. SusanKeane Baker explains how to find out what patients really think andhow physicians can
Trade Review"Winning teams depAnd on the loyalty and enthusiasm of everymember. Here, in one place, is all you need to know about creatingthat same kind of loyalty and enthusiasm in your patients andstaff." (Lou Holtz, former head football coach, University of NotreDame)
"Malpractice claims are often the result of unmet and sometimesunrealistic patient expectations? with an overlay ofmiscommunication. Baker's book gives practical advice that easilytranslates into loss prevention lessons." (Peggy Berry Martin,director of education, Harvard Risk Management Foundation)
"This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read this book."(Joseph A. Lieberman, III, M.D., M.P.H., chairman, department offamily and community medicine, clinical professor of familymedicine, Thomas Jefferson University)
Table of ContentsCREATING 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.
