Customer Reviews

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

5 star:		(6)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(1)

 

 

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!

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!

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.

This book offers practical information and advice on dealing with individuals in a healthcare setting. It is an excellent tool for the direct healthcare provider, as well as for those working behind the scenes. Reading this book reminded me of why I entered the healthcare profession in the first place - to make a difference. I think this book will also have great appeal to the patient who wants to be more knowledgeable about his/her healthcare and what to look for in a physician/patient relationship. Healthcare providers who pay attention to service excellence are destined for future success, and the information in this book will help you attain it!

You can never tell a doctor what to do, except in court. This book aims to change that. Managing Patient Expectations holds a mirror up to doctors and others who deal with patients, and lets them see what patients see when dealing with medical practices and hospitals. More important, the book explains practical approaches to streamlining the patient's experience and making the best use of everyone's time. And when patients feel valued, they pay more attention, and may either recover more quickly or be less likely to be "worried well." In short: a book no doctor or nurse can afford to ignore if they care about the quality of their practice.

Susan Keane Baker has so much knowledge in this important area of health care and she shares with us her many insights and suggestions in an interesting, easy-to-read manner. This is definitely a book for all health care professionals and executives to keep on a nearby shelf as a ready reference over the years. Susan covers so many topics that are essential for patient retention, such as anticipating patient needs and preferences and making sure that patient complaints are dealt with in a timely and caring manner. As a longtime consultant in patient communication myself, I can testify that my colleague Susan has done a superb job with this book. Its all there - which makes this 5 stars for sure. It's easy to see why this book is a top seller!

odd that there is no mention of money or the commodification of health
care even in the index, odd, since money is what the industry is all
about...commodification defined as too many dollars chasing too few
virtues.
"fascism should more appropriately be called corporatism since it
represents the merging of state with corporate interests." mussolini