Physician Entrepreneurs:
The Quality Patient Experience
Improve outcomes, boost quality scores,
and increase revenue
by Wendy Leebov
 A quality patient experience directly impacts physician scores and rankings with private insurers and government agencies, boosts patient volume and retention rates, and leads to better patient adherence and improved medical outcomes. In short, improving patient satisfaction may be your practice’s most effective business strategy.
Built around the key areas covered in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey that measures patient satisfaction, this totally practical book and companion CD offer quick-to-learn and easy-to-implement customer service techniques that physicians and practice staff can adopt today—without sacrificing productivity—such as:- Tips and strategies for making the most of the limited time available with each patient
- Scripts and checklists to improve doctor-patient communication
- Guidelines for interacting with patients via e-mail and telephone
- Case studies of successful initiatives that boost quality and improve satisfaction
- Follow-up techniques for staff to enhance patient adherence and medical outcomes
- Easy ways to improve CAHPS and payers’ physician ranking scores
- Advice for improving the customer experience while using a laptop, PDA, or tablet
- Techniques to improve patient copay cash flow
Practical techniques and tools to improve the patient experience in your organization
Whether you’re an employed physician, a practice manager, or a physician owner, The Quality Patient Experience takes a business management focus and emphasizes the practical benefits of improving the patient experience. The CD offers ready-to-use fact sheets, flyers, checklists, scripts, worksheets, and report cards for everyday situations that you and your staff can put into use today to improve:- Observation and feedback
- Greetings, handoffs, and goodbyes
- Handling difficult situations
- Telephone and e-mail communications
- Patient delays and waiting times
- Hiring, accountability, and employee recognition
- Communication before, during, and after visits
Who will benefit from this book?- Physician leaders and owners
- Practice administrators
- CEOs
- COOs
- Office managers
Book Review for Physician Entrepreneurs:
The Quality Patient Experience
“Wendy’s book is terrific. She built on her years of experience to make available to physicians useful tools and tactics we can use to make our practices more successful –all by making the patient experience an exceptional one. The book is organized around the sections of the CAHPS survey so it’s also easy to find tools and information that help with CAHPS performance."
"The CD toolkit is a real find. There are many tools ready to use and this will save us time. These tools show exactly what to do to achieve a patient-centered culture and involve all staff in the process. While the array of tools may at first seem overwhelming, Wendy explains how to draw on them to develop a long-term approach that is manageable in a variety of settings.”
Jeffrey Lasker, MD CEO/CMO, New England Quality Care Alliance
Click here
to view contents of the book and cd.
Click here
to read Chapter 2: Easing Wait Times
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