Managing Patient Expectations

Satisfied patients refer, dissatisfied patients deter. Patient retention, referrals, and the personal rewards of medicine are all closely linked to quality relationships developed with patients. Patients value experiences in which their unique preferences are identified and respected. When these preferences are realistic, successful organizations find ways to remember and honor them. But even when unrealistic, a patient s preferences must be managed in a way that preserves and improves the relationship.In this important resource, Susan Keane Baker—an expert in the field of physician practice management and patient satisfaction—describes how to develop the qualities of understanding, empathy, and compassion that help to meet and exceed patient expectations. Managing Patient Expectations is filled with realistic and cost effective strategies for maintaining patient satisfaction, creating loyalty, and increasing referrals. This practical guide explains how to find out what patients really think and how physicians can best respond in a variety of situations.Managing Patient Expectations is filled with winning techniques and illustrative examples from some of the country s leading health care facilities. The book maps out how toIdentify patient expectationsGenerate positive word of mouth comments from patients and staffEnhance listening skillsRespond effectively to patient complaints and adverse patient outcomesBuild loyal patient relationshipsWritten for all members of the health care team, the book reveals the vital role that each person plays in managing patient expectations. Baker offers practical yet effective techniques for all types of patient interactions— from answering the phone to encouraging patient follow through— that will create loyalty, improve outcomes, and build strong patient relationships. Strategies for Building Satisfying Patient Relationships Understanding expectations, and how they