By Irwin Press
This e-book explores the patient's notion of care to spot the drivers and implications of sufferer pride. because the first variation of this booklet was once released, nationwide discussions of sufferer pride have heated up. This new version may help you reply to growing to be issues. enjoy the author's 20+ years of expertise in measuring and handling sufferer delight. no matter if your targets comprise enhancing the standard of care, bettering employees retention, expanding revenue margins, recruiting physicians, or attracting clients, sufferer pride is without doubt one of the strongest instruments for fulfillment.
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Extra resources for Patient Satisfaction: Understanding and Managing the Experience of Care, Second Edition (Management Series (Ann Arbor, Mich.).)
Nogawa, D. M. Phillips, S. Hoffman, and M. N. Werblun. 1992. ” Journal of Family Practice 35 (2): 176–79. 26 27 28 29 30 31 32 33 34 , (20) Levinson, W. 1994. ” JAMA 272 (20): 1619–20. , D. L. Roter, J. P. Mullooly, V. T. Dull, and R. M. Frankel. 1997. ” JAMA 277 (7): 553–59. Mack, J. , K. M. File, J. E. Horwitz, and R. A. Prince. 1995. ” Healthcare Management Review 20 (2): 7–15. , and R. Cates. 2004. Leadership for Great Customer Services: Satisﬁed Patients, Satisﬁed Employees. Chicago: Health Administration Press.
1. These ﬁndings are hardly surprising. Any professional will be more satisﬁed with his or her job when sensing (or having hard 35 16 Patient Satisfaction: Understanding and Managing the Experience of Care 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 data proving) that the client is pleased with his or her hard work, dedication, and service. Alternatively, patients are far more likely to have a satisfying care experience from staff who clearly get satisfaction from serving them.
Check out the billboards in your town. Who is the target of the ads, billboards, ﬁtness walks, women’s health festivals, and other publicity-generating programs sponsored by most hospitals these days? The target is individual prospective patients, not physicians. Now, it could be argued that for most employed Americans of all ages, choice of hospital and physician are typically limited by the health plans they or their employers select. On the surface, this sounds like the absence of choice. But individual choice and clout are still there.