Download Patient Satisfaction: Understanding and Managing the by Irwin Press PDF

By Irwin Press

This ebook explores the patient's conception of care to spot the drivers and implications of sufferer pride. because the first variation of this publication was once released, nationwide discussions of sufferer delight have heated up. This re-creation may help you reply to growing to be matters. enjoy the author's 20+ years of expertise in measuring and handling sufferer pride. even if your pursuits comprise enhancing the standard of care, improving employees retention, expanding revenue margins, recruiting physicians, or attracting shoppers, sufferer delight is without doubt one of the strongest instruments for achievement.

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Read or Download Patient Satisfaction: Understanding and Managing the Experience of Care, Second Edition (Management Series (Ann Arbor, Mich.).) PDF

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Extra resources for Patient Satisfaction: Understanding and Managing the Experience of Care, Second Edition (Management Series (Ann Arbor, Mich.).)

Example text

Good service should also be expected from the health plan for which employees now pay big money. Even well-insured employees are quite aware that they are paying for their own healthcare— through either reduced salaries or bigger deductions from paychecks. 0685pt ——— Normal Page PgEnds: TEX [19], (5) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 commodity, and hospitals and health plans are advertising about as much as local car dealers do. 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?

Journal of Health Care Marketing 12 (4): 6–13. 9 Oliver, R. L. 1996. Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill. 3 4 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Press Ganey Associates. 2005. ” Unpublished research report. 2002. ” Internal research report. report. Lines: 258 to 2 ——— . 1998. 0pt PgVa Press, I. 1984. ” Law, Medicine and Health Care 12 (2): 53–61. Schlesinger, L. , and J. L. Heskett. 1991. ” Harvard Business Review (Nov/Dec): 148–49.

It doesn’t matter how many testimonials to their quality they publish in the local paper and on local TV or even whether their name appears among the “best hospitals in the United States” list published by a major national magazine. If enough of our employees don’t like the hospital, we won’t use it! 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 35 Various studies indicate how much financial loss results from a single dissatisfied patient. One patient tells 10 or 12 others, these others tell several more, and so on (see TARP 1976; Strasser and Davis 1991, 6–12).

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