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

asked by bookworks on November 22, 2006 11:04 PM

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.

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Reviews

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!

reviewed by corral on November 23, 2006 7:00 PM

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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!

reviewed by nutshell on November 27, 2006 6:52 AM

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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!

reviewed by osx on November 28, 2006 6:30 AM

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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.

reviewed by artdealer on November 28, 2006 8:38 AM

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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!

reviewed by shawn on November 29, 2006 9:31 AM

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add a new book!