Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients [Hardcover]

Susan Keane Baker (Author)

Book Description

ISBN-10: 0787941581 | ISBN-13: 978-0787941581 | Publication Date: August 21, 1998 | 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.

Editorial Reviews

Review

"Winning teams depAnd on the loyalty and enthusiasm of every member. Here, in one place, is all you need to know about creating that same kind of loyalty and enthusiasm in your patients and staff." (Lou Holtz, former head football coach, University of Notre Dame)

"Malpractice claims are often the result of unmet and sometimes unrealistic patient expectations? with an overlay of miscommunication. Baker's book gives practical advice that easily translates 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 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, M.D., M.P.H., chairman, department of family and community medicine, clinical professor of family medicine, Thomas Jefferson University)

From the Inside Flap

Satisfied patients refer, dissatisfied patients deter. Patient retention, referrals, and the personal rewards of medicine are all closely linked to quality relationships developed with patients. Patients value experiences in which their unique preferences are identified and respected. When these preferences are realistic, successful organizations find ways to remember and honor them. But even when unrealistic, a patient's preferences must be managed in a way that preserves and improves the relationship.In this important resource, Susan Keane Baker—an expert in the field of physician practice management and patient satisfaction—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. This practical guide explains how to find out what patients really think and how physicians can best respond in a variety of situations.Managing Patient Expectations is filled with winning techniques and illustrative examples from some of the country's leading health care facilities. The book maps out how to

• Identify patient expectations
• Generate positive word-of-mouth comments from patients and staff
• Enhance listening skills
• Respond effectively to patient complaints and adverse patient outcomes
• Build loyal patient relationships

Written for all members of the health care team, the book reveals the vital role that each person plays in managing patient expectations. Baker offers practical yet effective techniques for all types of patient interactions— from answering the phone to encouraging patient follow-through— that will create loyalty, improve outcomes, and build strong patient relationships. Strategies for Building Satisfying Patient Relationships Understanding expectations, and how they

See all Editorial Reviews

Product Details

• Hardcover: 281 pages
• Publisher: Jossey-Bass; 1 edition (August 21, 1998)
• Language: English
• ISBN-10: 0787941581
• ISBN-13: 978-0787941581
• Product Dimensions: 9.3 x 6.4 x 1 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (7 customer reviews)
• Amazon Best Sellers Rank: #296,531 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

10 of 10 people found the following review helpful:

5.0 out of 5 stars Must Reading for Healthcare Professionals, February 16, 2000

By 

Regina Mcnamara "Nurse Consultant" (Connecticut) - See all my reviews
(REAL NAME)   

This review is from: Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients (Hardcover)

There is so much valuable, pragmatic and helpful information in this book! The woefully underestimated value of listening, the best way to handle a patient complaint, creating a "patient -friendly" environment. It's all here...presented in an engaging, well organized and insightful manner. Satisfying patients goes far beyond taking surveys. I recommend this book to all my clients!

10 of 10 people found the following review helpful:

5.0 out of 5 stars I wish I could give this book 6 stars, November 20, 1999

By A Customer

This review is from: Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients (Hardcover)

I bought this book after Press Ganey recommended it in their October 1999 client advisory newsletter. It's full of practical ideas that anyone working in a health care setting can use. Excellent!

9 of 9 people found the following review helpful:

5.0 out of 5 stars Terrific and easy to read guide for any practitioner., November 15, 1999

By 

Eileen M. Mcdonough "Yo mama" (Providence, Rhode Island) - See all my reviews
(REAL NAME)   

This review is from: Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients (Hardcover)

Just could not put it down. Gets to the issues that plague our healthcare system and helps physicians and other provider recognize the "best pratices" available to them to retain patients. Patients should enjoy this book as well to confirm their rationale for demanding medical and service excellence. It's a must read for all quality improvement directors, risk managers and administrators alike.