Managing Patient Expectations

Strategies for Building Satisfying Patient Relationships

New England Healthcare Assembly

This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read thisbook.

--Joseph A. Lieberman, III, chairman, department of family andcommunity medicine, clinical professor of family medicine, ThomasJefferson University

This important resource describes how to develop the qualities ofunderstanding, empathy, and compassion that help to meet and exceedpatient expectations. Managing Patient Expectations is filled withrealistic and cost-effective strategies for maintaining patientsatisfaction, creating loyalty, and increasing referrals. SusanKeane Baker explains how to find out what patients really think andhow physicians can best respond in a variety of situations.Co-published with the Healthcare Assembly Press. CREATING EXPECTATION.

Prior Expectations.

Word of Mouth.

Advertising, Media, and Managed Care.

First Impressions.

IDENTIFYING EXPECTATIONS.

Listening Skills.

Patient Feedback.

MANAGING PATIENT EXPECTATIONS.

Moments of Truth.

Staff Strategies.

Informed Consent.

Patient Education.

Best Practices.

RESPONDING TO UNMET EXPECTATIONS.

Complaints.

Patient Follow Through.

Adverse Patient Outcomes.

When Patients Leave.

EXCEEDING EXPECTATIONS.

Respecting Patient Preferences.

Building Loyal Relationships. "Winning teams depAnd on the loyalty and enthusiasm of everymember. Here, in one place, is all you need to know about creatingthat same kind of loyalty and enthusiasm in your patients andstaff." (Lou Holtz, former head football coach, University of NotreDame)

"Malpractice claims are often the result of unmet and sometimesunrealistic patient expectations? with an overlay ofmiscommunication. Baker's book gives practical advice that easilytranslates into loss prevention lessons." (Peggy Berry Martin,director of education, Harvard Risk Management Foundation)

"This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read this book."(Joseph A. Lieberman, III, M.D., M.P.H., chairman, department offamily and community medicine, clinical professor of familymedicine, Thomas Jefferson University) SUSAN KEANE BAKER is an educator, author, and speaker on the topics of practice management, service quality, and risk management. Baker serves on the faculty for the Healthcare Assembly's Physician Practice Management Certificate Program, Managed Care College and Risk Management Certificate Program. She has held various leadership positions in hospitals and managed care organizations and teaches graduate seminars in practice management for several universities. 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 to

• Identify patient expectations
• Generate positive word-of-mouth comments from patients and staff
• Enhance listening skills
• Respond effectively to patient complaints and adverse patient outcomes
• Build loyal patient relationships

Written 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 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 to

• Identify patient expectations
  
• Generate positive word-of-mouth comments from patients and staff
  
• Enhance listening skills
  
• Respond effectively to patient complaints and adverse patient outcomes
  
• Build loyal patient relationships

Written 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 are created and influenced, is the key to developing mutually beneficial patient relationships. Managing Patient Expectations is filled with winning techniques and illustrative examples from some of the country?s leading health care facilities.

"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, M.D., M.P.H., chairman, department of family and community medicine, clinical professor of family medicine, Thomas Jefferson University

"Winning teams depend on the loyalty and enthusiasm of every member. Here, in one place, is all you need to know about creating that same kind of loyalty and enthusiasm in your patients and staff."—Lou Holtz, former head football coach, University of Notre Dame

"Malpractice claims are often the result of unmet and sometimes unrealistic patient expectations?with an overlay of miscommunication. Baker?s book gives practical advice that easily translates into loss prevention lessons."—Peggy Berry Martin, director of education, Harvard Risk Management Foundation