Consumer Satisfaction in Medical Practice

William Winston, Paul A Sommers (Autoren)

Buch | Hardcover

208 Seiten

1999
Routledge (Verlag)
978-0-7890-0713-1 (ISBN)

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Consumer Satisfaction in Medical Practice will equip physicians and other decision makers in health care with the necessary tools to meet the growing demand for customers’satisfaction in medical practices. Addressing the deliverance of accurate and affective medical services, this intelligent guide provides you with proven techniques in order to provide competitive prices, convenience, accessibility, and quality outcomes to customers. Consumer Satisfaction in Medical Practice turns the delivery of health care toward the patient. Each recommendation will enable you to provide long-term and cost-effective benefits for customers and your company. Exposing common myths about medical practice, this knowledgeable book offers you a patient’s perspective on the services they need and request to help you offer your customers the appropriate services. From Consumer Satisfaction in Medical Practice, you will be able to give customers the medical services they want with the help of proven methods and suggestions which include:

remembering that office budgets, profits for practitioners, and financial strengths of progressive hospitals and physician service organizations exist to help offer better health services to customers
creating a consumers’bill of rights that ensures patients that they are receiving the best possible care for their money, that every patient has a right to their own medical information, and that every patient has a right to express grievances
sending out newsletters and announcements of staff changes and changes to office hours to improve physician services to patients
incorporating consumer satisfaction in employee and physician performance evaluations and setting standards for consumer satisfaction
measuring physician staff and employee satisfaction along with that of the patient and payer to improve provider conditions and consumer satisfaction
increasing physician satisfaction by recognition through awards and an incentive systemFeaturing several charts, tables, and suggestion boxes, this guide contains effective steps that you can institute in order to offer excellent care to your customers. Consumer Satisfaction in Medical Practice allows you to expand and improve customer satisfaction for the benefit of your customers and your business.

Winston, William; Sommers, Paul A

Contents

Preface
Introduction
Part I: Understanding Consumer Satisfaction as a Way of Doing Business
Chapter 1: Myths and Other Misunderstandings About Medical Practice
Chapter 2: Looking at Health Care from the Patient’s Perspective
Examining the Systems for Delivering Services
Aligning Services with Patients’ Needs
Some Points to Remember
Chapter 3: Making Consumer Satisfaction a Way of Doing Business
Adopting a Consumers’ Bill of Rights
Becoming Consumer Oriented
Recommendations for Making Consumer Satisfaction a Way of doing Business
Chapter 4: Developing Consumer-Oriented Service
The Physician’s Role in Developing a Consumer-Oriented Initiative
How Consumers Select and Evaluate Physicians
The role of Management in Developing a Consumer-Oriented Initiative
The Role of Nonphysician Staff in Making a Consumer-Oriented Initiative Work
Chapter 5: From Initial Call for Appointment to Billing: Treating the Patient Right
Before the Appointment
Establishing Rapport
Defining the Patient’s Needs and Wants
Solving Problems
Turning Complaints into Routine Requests
Making the Job Easier for the Health Care Provider
Helping the Referred Patient
Chapter 6: Follow Up on Good Service
Effective Forms of Follow-Up Service
Involving Patients and Their Families in the Evaluative Process
Getting Consumers Actively Involved
Consumer Satisfaction: A Summary
Part II: Consumer Satisfaction in the Management of Medical Services
Chapter 7: Managing Outcomes
Why Multivariate Analysis?
An Inferential Evaluative Approach
Chapter 8: Applications
Examples of Applications
Chapter 9: How to Design and Apply Surveys of Consumers’ Satisfaction
Measuring and Monitoring Consumer Satisfaction
Selecting a Survey to Meet Your Needs
Options for Collecting Information
Examples of Surveys
Chapter 10: Measuring Performance Against Standards
Examples of Standard Criteria Evaluated
Questions That Reflect Fact and Opinion
Selecting a Format for Your Survey
Quantifying Opinions: The Rating Method
Procedures for Administering Surveys
Collection of Information
Chapter 11: Collection and Management of Data
Central Coordination
Requirements for Computerized Processing
Noncomputerized Processing Procedures
Planning for Computerized Systems
Factors to Consider when Measuring Satisfaction
Format for the Analysis
Procedures for Descriptive Analysis of Data, with Illustrations
Format for Inferential Analysis of Data, with Illustrations
Chapter 12: Implementing Consumers’ Ratings of Satisfaction in Your Practice
Patient Relations
Support and Involvement of Management
Input from and Participation by Employees
Quality Assurance and risk Management
Chapter 13: Quality Redefined
Excellence Is Everything
Quality, Consumer Satisfaction, and the Practice of Medicine
Notes
Bibliography
Index
Reference Notes Included

Erscheint lt. Verlag	4.8.1999
Verlagsort	New York
Sprache	englisch
Maße	148 x 210 mm
Gewicht	540 g
Themenwelt	Medizin / Pharmazie
Themenwelt	Technik ► Medizintechnik
ISBN-10	0-7890-0713-4 / 0789007134
ISBN-13	978-0-7890-0713-1 / 9780789007131
Zustand	Neuware