Improve Patient Satisfaction and Enhance the Patient Experience
Patient Satisfaction:
A Guide to Practice Enhancement by
Wendy Leebov, Michael Vergare, and Gail Scott
 For physicians who want to improve patient satisfaction and enhance the patient experience in a medical practice, this is the definitive guide to achieving and sustaining these goals. After a powerful rationale for the “patient satisfaction imperative”, Leebov, Vergare and Scott identify specific strategies for developing a service-oriented culture in your practice and aligning all of your practices and staff behavior with your service excellence priority.
Content
| Chapters | Selection of Tools and Topics | 1:
Your Environment, Systems and Procedures
| - See Your Practice as Others See It: How to Invite Feedback from Patients
- Ambience: The Environment and Your Patients
- Money Matters
- Communication Devices That Reflect Your Commitment to Patients
- Telephone Tact and Tactics
- Time, Access and Availability
| 2:
Managing Staff
| - How to Build a Patient-Oriented Culture
- Your Practice Philosophy and Power as Role Model
- Clear Expectations and Staff Accountability
- Hiring and New Employee Orientation
- Training and Development in Key Interpersonal Skills
- Reward and Recognition
- Employee Recognition and the Employee as Customer
| 3:
The Physician-Patient Relationship
| - Interpersonal Skills of Successful Physicians
- How to Establish and Maintain Rapport
- Communication
- Dignity and How to Preserve It
- Handling of Feelings
- How to Handle Sticky Situations
| 4:
Innovations in Practice Enhancement
| - Educating Patients for Responsibility
- Addressing Your Patients’ Emotional Concerns: The Role of the Clinical Specialist
- Strategies to Strengthen Physician Effectiveness at Kaiser Permanente
- Fine-Tuning the Physician-Patient Relationship through Video Feedback
- Innovation: The Philosophy of Quality, Not Quantity
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