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

By Susan Keane Baker

Book Overview

Strategies 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 best respond in a variety of situations.Co-published with the Healthcare Assembly Press.

• Format: Hardcover
• Language: English
• ISBN: 0787941581
• ISBN13: 9780787941581
• Release Date: August 1998
• Publisher: Jossey-Bass
• Length: 304 Pages
• Weight: 1.10 lbs.
• Dimensions: 1.0" x 6.4" x 9.3"

Customer Reviews

Must Reading for Healthcare Professionals

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 wish I could give this book 6 stars

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!

Terrific and easy to read guide for any practitioner.

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.

Excellent, practical info for anyone working in healthcare

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!

A must read for anyone who deals with patients.

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.