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

What patients want from care is far more than smiles and introductions. Managing Patient Satisfaction: Understanding and Managing the Experience of Care explains how to monitor the numerous factors that affect a patient’s experience of care. Author Irwin Press shares the lessons he has learned during his twenty plus years of experience in measuring and managing patient satisfaction.

Since the first edition of this book was published, national discussions of patient satisfaction have heated up. This new edition will help you respond to growing concerns. Whether your goals include improving the quality of care, enhancing staff retention, increasing profit margins, recruiting physicians or attracting customers—patient satisfaction is one of the most powerful tools for success.

The second edition offers significant new material including:
Information about the link between safety and satisfaction
A new chapter that provides over 50 simple and innovative improvement ideas
Additional material on staff and physician satisfaction
A new chapter on managing diverse patients and staff
Fresh insight on complaint management and scripting