Managing Patient Expectations or Advanced Accounting

Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients

Author: Susan Keane Baker

Strategies for Building Satisfying Patient Relationships
New England Healthcare Assembly
This book fills a huge void in the areas of medical education and the delivery of patient service. The clear advice about how to identify and respond to patient needs and preferences is essential reading for physicians and those who work with them. If the personal rewards of medicine are important to you, read this book.
--Joseph A. Lieberman, III, chairman, department of family and community medicine, clinical professor of family medicine, Thomas Jefferson University This important resource 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. Susan Keane Baker explains how to find out what patients really think and how physicians can best respond in a variety of situations. Co-published with the Healthcare Assembly Press.

James E. Casanova

This is a concise, easy-to-read survey of techniques to attract new patients and instill loyalty and satisfaction in established patients. It contains examples of improved customer satisfaction from healthcare organizations as well as other service industries. Satisfied patients are more compliant, more enjoyable to work with, less litigious, and better for the bottom line. The author's purpose is to remind us of these facts and suggest specific actions to make patient satisfaction a reality. This subject matter has always been important, but more so now in the age of managed care, time constraints, and impersonal healthcare delivery systems. The book achieves its purpose, with some chapters more helpful than others. The preface indicates that the book has been written for a diverse audience including physicians, clinic staff, case managers, risk managers, non-physician clinicians, health system leaders, and those interested in patient out comes measurement. The author is well informed and organized. The book is organized into five parts that progress in a logical sequence. The reader is first exposed to creating and identifying patient expectations, and then how to manage them. Finally there is a discussion of responding to unmet expectations and how to exceed expectations. Particularly helpful chapters address first impressions, listening skills, and ""moments of truth"" when a provider has the chance to ""make or break"" the relationship with a given patient. Other useful topics include the development of patient-oriented clinical guidelines, and the importance of a clear, concise bill. This is a worthwhile book for everyone who has contact with patients. Although much ofwhat is discussed is not really new, we need to be reminded of the importance of these issues again and again. The message is that patients' expectations are not set in stone but are dynamic personal issues that can be influenced and managed by successful providers. The book is similar to Improving Patient Satisfaction Now, (Aspen, 1997). Either book could be used as a catalyst for efforts to improve customer satisfaction in the healthcare setting.

Doody Review Services

Reviewer: James E. Casanova, MD (Medical College of Wisconsin)
Description: This is a concise, easy-to-read survey of techniques to attract new patients and instill loyalty and satisfaction in established patients. It contains examples of improved customer satisfaction from healthcare organizations as well as other service industries.
Purpose: Satisfied patients are more compliant, more enjoyable to work with, less litigious, and better for the bottom line. The author's purpose is to remind us of these facts and suggest specific actions to make patient satisfaction a reality. This subject matter has always been important, but more so now in the age of managed care, time constraints, and impersonal healthcare delivery systems. The book achieves its purpose, with some chapters more helpful than others.
Audience: The preface indicates that the book has been written for a diverse audience including physicians, clinic staff, case managers, risk managers, non-physician clinicians, health system leaders, and those interested in patient outcomes measurement. The author is well informed and organized.
Features: The book is organized into five parts that progress in a logical sequence. The reader is first exposed to creating and identifying patient expectations, and then how to manage them. Finally there is a discussion of responding to unmet expectations and how to exceed expectations. Particularly helpful chapters address first impressions, listening skills, and "moments of truth" when a provider has the chance to "make or break" the relationship with a given patient. Other useful topics include the development of patient-oriented clinical guidelines, and the importance of a clear, concise bill.
Assessment: This is a worthwhile book for everyone who has contact with patients. Although much of what is discussed is not really new, we n eed to be reminded of the importance of these issues again and again. The message is that patients' expectations are not set in stone but are dynamic personal issues that can be influenced and managed by successful providers. The book is similar to Improving Patient Satisfaction Now, (Aspen, 1997). Either book could be used as a catalyst for efforts to improve customer satisfaction in the healthcare setting.

Booknews

Explains that patient retention, referrals that bring in new patients, and the personal rewards of medicine are all closely linked to developing quality relationships with patients. Describes how to develop the qualities of understanding, empathy, and compassion and how to recognize and remember the unique preferences of each patient and at least to manage those that cannot be satisfied. Annotation c. by Book News, Inc., Portland, Or.

Rating

3 Stars from Doody

Table of Contents:

	Preface
	The Author
1	Introduction	1
Pt. 1	Creating Expectations
2	Prior Experiences	7
3	Word of Mouth	17
4	Advertising, Media, and Managed Care	33
5	First Impressions	47
Pt. 2	Identifying Expectations
6	Li stening Skills	71
7	Patient Feedback	85
Pt. 3	Managing Patient Expectations
8	Moments of Truth	105
9	Staff Strategies	117
10	Informed Consent	135
11	Patient Education	143
12	Best Practices	151
Pt. 4	Responding to Unmet Expectations
13	Complaints	169
14	Patient Follow-Through	201
15	Adverse Patient Outcomes	213
16	When Patients Leave	223
Pt. 5	Exceeding Expectations
17	Respecting Patient Preferences	235
18	Building Loyal Relationships	243
	References	261
	Index	271

Look this: An Experiential Approach to Organization Development or Drugs

Advanced Accounting

Author: Floyd A Beams

This comprehensive book addresses practical financial reporting problems while reflecting recent business developments and changes in accounting standards.   The book focuses on accounting concepts rather than bookkeeping techniques in learning the consolidation materials.

The perfect reference for accounting professionals looking to check facts or brush up on their skills.

Table of Contents:

Ch. 1 Business Combinations 1

Ch. 2 Stock Investments - Investor Accounting and Reporting 27

Ch. 3 An Introduction to Consolidated Financial Statements 63

Ch. 4 Consolidation Techniques and Procedures 103

Ch. 5 Intercompany Profit Transactions - Inventories 149

Ch. 6 Intercompany Profit Transactions - Plant Assets 193

Ch. 7 Intercompany Profit Transactions - Bonds 229

Ch. 8 Consolidations - Changes in Ownership Interests 257

Ch. 9 Indirect and Mutual Holdings 291

Ch. 10 Subsidiary Preferred Stock, Consolidated Earnings Per Share, and Consolidated Income Taxation 329

Ch. 11 Consolidation Theories, Push-Down Accounting, and Corporate Joint Ventures 383

Ch. 12 Derivatives and Foreign Currency Transactions 425

Ch. 13 Foreign Currency Financial Statements 475

Ch. 14 Segment and Interim Financial Reporting 535

Ch. 15 Partnerships - Formation, Operations, and Changes in Ownership Interests 563

Ch. 16 Partnership Liquidat ion 601

Ch. 17 Corporate Liquidations and Reorganizations 631

Ch. 18 An Introduction to Accounting for State and Local Governmental Units 665

Ch. 19 Accounting for State and Local Governmental Units - Governmental Funds 703

Ch. 20 Accounting for State and Local Governmental Units - Proprietary and Fiduciary Funds 749

Ch. 21 Accounting for Not-for-Profit Organizations 775

Ch. 22 Estates and Trusts 813

Glossary

Index