Overview
Measuring and Improving Patient Satisfaction provides a detailed how-to approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
ShowTable of Contents
* The Importance of Patient Satisfaction (and Loyalty) * The Definition and Dimensions of Service Quality * The Elements of Patient Satisfaction - What Patients Value in Health Care * The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element * The Patient's Mental Report Card: A Model of How Patients Judge Their Health Care Experiences * Measuring Patient Satisfaction - Determining Your Organization's Grades on the Patient's Mental Report Card * Patient Satisfaction Data Collection, Processing, and Communication * Identifying and Prioritizing Service Quality Improvement Priorities * Addressing Behavior-Based Improvement Priorities * Addressing Your Systems and Process-Based Improvement Priorities * Addressing Your Administration-Based Improvement Priorities * The Bottom Line - Measuring and Reporting Patient Satisfaction Improvement (PSI) Program Value * Building and Sustaining a Service-Oriented Organizational Culture * Putting It All Together - Your Patient Satisfaction Improvement Program Plan * Appendixes * Bibliography
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