The quality connection in health care : integrating patient satisfaction and risk management
Author(s)
Bibliographic Information
The quality connection in health care : integrating patient satisfaction and risk management
（Jossey-Bass health series）
Jossey-Bass Publishers, 1991
1st ed
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Note
Includes bibliographical references (p. 155) and index
Description and Table of Contents
Description
Based on the first national quantitative research study of its kind, this book outlines how to integrate quality health care, patient satisfaction, and bottom-line considerations. Lynne Cunningham shows administrators how to implement a system that satisfies both the patient's need for communication and caring and the physician's concern for high-quality clinical care - while having a positive financial impact on the hospital by reducing malpractice exposure. She offers specific advice on tracking and evaluating levels of quality, using quality as a positioning strategy, ensuring that the commitment to quality continues, and more.
Table of Contents
- Part 1 Patient-driven satisfaction - a mandate for change: assessing patient satisfaction
- the patient's definition of quality
- maintaining the status quo is risky. Part 2 The connection: accessibility and responsiveness - stick around and listen
- delay in action - "I Want It Now"
- realistic expectations - it is okay to say "I Don't Know"
- communication - it takes two
- professionalism - look right and treat me with dignity
- continuity of care - too many assumptions
- reducing risk management exposure. Part 3 Integrating patient-driven quality - five keys to success: involvement in the research planning process and managerial accountability
- observation of patient-consumer focus groups
- ongoing assessment, tracking, reporting, and reporting back to managers
- using quality as a positioning strategy
- planning for the future.
by "Nielsen BookData"