Keywords
Citation
(2008), "Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty", International Journal of Health Care Quality Assurance, Vol. 21 No. 1. https://doi.org/10.1108/ijhcqa.2008.06221aae.003
Publisher
:Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited
Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty
Improving Patient Satisfaction Now: How to Earn Patient and Payer LoyaltyAnne-Marie NelsonJones & BartlettISBN 0834209225
Keywords: Healthcare evaluation, Patient expectations, Patient satisfaction
In today’s health care environment, having satisfied patients just is not enough you are now being judged by payers and compared to other providers; patient satisfaction is a big part of that evaluation. Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty explains why understanding and meeting patient expectations is not only nice to know, it’s need to know! It gives you action steps in all areas of the practice. Through anecdotes and real-life examples from practicing physicians, you will learn how to develop higher patient satisfaction, more compliant patients, a more productive and committed staff, and practical techniques to increase patient satisfaction in this updated edition.
Contents include:
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Winning practices for loyal patients.
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How to earn raves from patients and payers.
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Lighting and leading the way.
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Some things change, but patient expectations remain the same.
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Eighteen ways to learn what patients want.
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The diversity imperative hits health care.
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Want to communicate better? Listen well.
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How do you rate when you’re face to face with your patient?
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Empower your patients with knowledge.
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Want compliant patients? Communicate and educate.
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Success is a team effort.
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Motivation: it takes more than a paycheck.
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Empowerment? It’s just plain old trust!
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For practice administrators and managers only: how to gain physician participation.
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Set standards for a great first and last impression.
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The telephone connection.
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Create a schedule that satisfies everyone!
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Making wrongs right.
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Where does clinical quality fit in the picture?
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Now is the time to create loyal patients and winning practices.