Winston, William; Sommers, Paul A

• ContentsPreface 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

Winston, William; Sommers, Paul A

• ContentsPreface 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