Consumer satisfaction in medical practice. (2021)
- Record Type:
- Book
- Title:
- Consumer satisfaction in medical practice. (2021)
- Main Title:
- Consumer satisfaction in medical practice
- Further Information:
- Note: Paul A. Sommers.
- Authors:
- Sommers, Paul A
Sommers, Paul A - Contents:
- 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;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; … (more)
- Edition:
- 1st
- Publisher Details:
- London : Routledge
- Publication Date:
- 2021
- Extent:
- 1 online resource
- Subjects:
- 362.1
Patient satisfaction
Medicine -- Practice -- Quality control
Medical care -- Evaluation
Consumer satisfaction - Languages:
- English
- ISBNs:
- 9781000526097
- Related ISBNs:
- 9781000524635
9781003249160 - Notes:
- Note: Description based on CIP data; resource not viewed.
- Access Rights:
- Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
- Access Usage:
- Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.
- View Content:
- Available online (eLD content is only available in our Reading Rooms) ↗
- Physical Locations:
- British Library HMNTS - ELD.DS.658218
- Ingest File:
- 07_032.xml