Managing Patient Expectations The Art of Finding and Keeping Loyal Patients

Strategies for Building Satisfying Patient Relationships

New England Healthcare Assembly

This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read thisbook.

--Joseph A. Lieberman, III, chairman, department of family andcommunity medicine, clinical professor of family medicine, ThomasJefferson University

This important resource describes how to develop the qualities ofunderstanding, empathy, and compassion that help to meet and exceedpatient expectations. Managing Patient Expectations is filled withrealistic and cost-effective strategies for maintaining patientsatisfaction, creating loyalty, and increasing referrals. SusanKeane Baker explains how to find out what patients really think andhow physicians can best respond in a variety of situations.Co-published with the Healthcare Assembly Press.

CREATING EXPECTATION.

Prior Expectations.

Word of Mouth.

Advertising, Media, and Managed Care.

First Impressions.

IDENTIFYING EXPECTATIONS.

Listening Skills.

Patient Feedback.

MANAGING PATIENT EXPECTATIONS.

Moments of Truth.

Staff Strategies.

Informed Consent.

Patient Education.

Best Practices.

RESPONDING TO UNMET EXPECTATIONS.

Complaints.

Patient Follow Through.

Adverse Patient Outcomes.

When Patients Leave.

EXCEEDING EXPECTATIONS.

Respecting Patient Preferences.

Building Loyal Relationships.

SUSAN KEANE BAKER is an educator, author, and speaker on the topics of practice management, service quality, and risk management. Baker serves on the faculty for the Healthcare Assembly's Physician Practice Management Certificate Program, Managed Care College and Risk Management Certificate Program. She has held various leadership positions in hospitals and managed care organizations and teaches graduate seminars in practice management for several universities.