(Ebook) Patient Satisfaction: Understanding and

Managing the Experience of Care, Second Edition

(Management Series (Ann Arbor, Mich.).) by Irwin
Press ISBN 9781567932508, 1567932509 Pdf Download

https://ebooknice.com/product/patient-satisfaction-understanding-
and-managing-the-experience-of-care-second-edition-management-
series-ann-arbor-mich-2162676

★★★★★
4.8 out of 5.0 (73 reviews )

Instant PDF Download

ebooknice.com
 (Ebook) Patient Satisfaction: Understanding and Managing the
Experience of Care, Second Edition (Management Series (Ann
Arbor, Mich.).) by Irwin Press ISBN 9781567932508,
1567932509 Pdf Download

EBOOK

Available Formats

■ PDF eBook Study Guide Ebook

EXCLUSIVE 2025 EDUCATIONAL COLLECTION - LIMITED TIME

INSTANT DOWNLOAD VIEW LIBRARY

 We believe these products will be a great fit for you. Click
the link to download now, or visit ebooknice.com
to discover even more!

(Ebook) Biota Grow 2C gather 2C cook by Loucas, Jason; Viles,

James ISBN 9781459699816, 9781743365571, 9781925268492,
1459699815, 1743365578, 1925268497

https://ebooknice.com/product/biota-grow-2c-gather-2c-cook-6661374

(Ebook) Matematik 5000+ Kurs 2c Lärobok by Lena Alfredsson, Hans

Heikne, Sanna Bodemyr ISBN 9789127456600, 9127456609

https://ebooknice.com/product/matematik-5000-kurs-2c-larobok-23848312

(Ebook) SAT II Success MATH 1C and 2C 2002 (Peterson's SAT II

Success) by Peterson's ISBN 9780768906677, 0768906679

https://ebooknice.com/product/sat-ii-success-math-1c-and-2c-2002-peterson-
s-sat-ii-success-1722018

(Ebook) Vagabond, Vol. 29 (29) by Inoue, Takehiko ISBN

9781421531489, 1421531488

https://ebooknice.com/product/vagabond-vol-29-29-37511002
(Ebook) Proceedings of the 25th International Congress of
Papyrology, Ann Arbor, July 29-August 4, 2007 by Traianos Gagos
ISBN 9781607852056, 1607852055

https://ebooknice.com/product/proceedings-of-the-25th-international-
congress-of-papyrology-ann-arbor-july-29-august-4-2007-2496768

(Ebook) Cambridge IGCSE and O Level History Workbook 2C - Depth

Study: the United States, 1919-41 2nd Edition by Benjamin
Harrison ISBN 9781398375147, 9781398375048, 1398375144,
1398375047
https://ebooknice.com/product/cambridge-igcse-and-o-level-history-
workbook-2c-depth-study-the-united-states-1919-41-2nd-edition-53538044

(Ebook) Master SAT II Math 1c and 2c 4th ed (Arco Master the SAT
Subject Test: Math Levels 1 & 2) by Arco ISBN 9780768923049,
0768923042

https://ebooknice.com/product/master-sat-ii-math-1c-and-2c-4th-ed-arco-
master-the-sat-subject-test-math-levels-1-2-2326094

(Ebook) Some Dance (Volume 29) (The Hugh MacLennan Poetry

Series) by Ricardo Sternberg ISBN 9780773543478, 0773543473

https://ebooknice.com/product/some-dance-volume-29-the-hugh-maclennan-
poetry-series-42222428

(Ebook) Boeing B-29 Superfortress ISBN 9780764302725, 0764302728

https://ebooknice.com/product/boeing-b-29-superfortress-1573658
PATIENT
SATISFACTION
U N DERSTAN DIN G AN D MAN AGIN G TH E
EXPERIEN CE OF CARE, SECON D EDITION

IRWIN PRESS
ACHE MANAGEMENT SERIES
HEALTH ADMINISTRATION PRESS
1
2
3
4
5 Patient
6
7
8 Satisfaction
9
10 [First Page]
11 [-1], (1)
12
13
Understanding and Managing
Lines: 0 to 17
14
———
15 the Experience of Care * 234.45607
16 ———
17 Normal Page
18 * PgEnds: PageB
19
Second Edition
20 [-1], (1)
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
1 American College of Healthcare Executives
2 Management Series Editorial Board
3
4 Terence T. Cunningham, III, FACHE
5 Ben Taub General Hospital, Houston, TX
6
Carolyn C. Carpenter, CHE
7
Duke University Hospital, Durham, NC
8
9 Ralph B. Charlip, FACHE
10 VA Health Administration Center, Denver, CO
11 [-2], (2)
James L. Goodloe, FACHE
12
Tennessee Hospital Association, Nashville, TN
13
Lines: 17 to 8
14 Debra L. Griffin
———
15 Humphreys County Memorial Hospital, Belzoni, MS * 38.59608
16 ———
Nick Macchione, CHE
17 Normal Page
San Diego Health and Human Services Agency, San Diego, CA * PgEnds: Page
18
19 John M. Snyder, FACHE
20 Carle Foundation Hospital, Urbana, IL [-2], (2)
21
LCDR Mark J. Stevenson, FACHE
22
TRICARE Management Activity, Aurora, CO
23
24 Mikki K. Stier, FACHE
25 Broadlawns Medical Center, Des Moines, IA
26 Warren K. West, CHE
27 Copley Health Systems, Inc., Morrisville, VT
28
29 Frederick C. Young, Jr., FACHE
30 Methodist Health System Foundation, New Orleans, LA
31 Alan M. Zuckerman, FACHE
32 Health Strategies & Solutions, Inc., Philadelphia, PA
33
34
35
1
2
3
4
5 Patient
6
7
8 Satisfaction
9
10
11 [-3], (3)
12
13
Understanding and Managing
Lines: 87 to 11
14
———
15 the Experience of Care * 27.85608p
16 ———
17 Normal Page
18 * PgEnds: Eject
19
Second Edition
20 [-3], (3)
21
22
23
24
25
26
27
28
29
30
31
32
Irwin Press
33
34 Health Administration Press
35 ACHE Management Series
1 Your board, staff, or clients may also benefit from this book’s insight. For more
2 information on quantity discounts, contact the Health Administration Press Marketing
Manager at (312) 424-9470.
3
This publication is intended to provide accurate and authoritative information
4 in regard to the subject matter covered. It is sold, or otherwise provided, with the
5 understanding that the publisher is not engaged in rendering professional services. If
6 professional advice or other expert assistance is required, the services of a competent
professional should be sought.
7
The statements and opinions contained in this book are strictly those of the
8 author(s) and do not represent the official positions of the American College of
9 Healthcare Executives or of the Foundation of the American College of Healthcare
10 Executives. [Last Page]
Copyright © 2006 by the Foundation of the American College of Healthcare
11 [-4], (4)
Executives. Printed in the United States of America. All rights reserved. This book or
12 parts thereof may not be reproduced in any form without written permission of the
13 publisher.
Lines: 117 to
14 10 09 08 07 06 5 4 3 2 1
———
15 Library of Congress Cataloging-in-Publication Data
1.20007p
16 Press, Irwin. ———
17 Patient satisfaction : understanding and managing the experience of care / Irwin Normal Page
Press.—2nd ed. PgEnds: TEX
18
p. cm.
19 Previous ed. has subtitle: Defining, measuring, and improving the experience
20 of care. [-4], (4)
21 Includes bibliographical references.
ISBN-13: 978-1-56793-250-8 (alk. paper)
22
ISBN-10: 1-56793-250-9 (alk. paper)
23 1. Patient satisfaction. 2. Physician and patient. 3. Medical care—Quality
24 control. I. Title.
25 R727.3.P725 2005
362.1068—dc22 2005054579
26
The paper used in this publication meets the minimum requirements of American
27
National Standard for Information Sciences—Permanence of Paper for Printed Library
28 Materials, ansi z39.48-1984.

⬁™
29 Acquisitions manager: Audrey Kaufman; Project manager: Amanda Karvelaitis; Cover
30 designer: Betsy Pérez
31 Health Administration Press
32 A division of the Foundation of the
American College of Healthcare Executives
33
1 North Franklin Street, Suite 1700
34 Chicago, IL 60606-3424
35 (312) 424-2800
1
2
Contents
3
4 Foreword ix
5
Preface xiii
6
7 Acknowledgments xvii
8
9 1 Justifying the Effort: Patient Satisfaction
10 and the Quality of Care 1 [First Page]
11 The Care Versus Service Fallacy 2 [-5], (1)
12 Care Versus Cure 5
13 The Link to Quality 6
Lines: 0 to 73
14 Safety and Satisfaction 10
———
15 Conclusions 11 4.76207pt
16 Action for Satisfaction 12 ———
17 Short Page
2 Justifying the Effort: Patient Satisfaction PgEnds: TEX
18
and Organizational Effectiveness 15
19
The Link to Employee Satisfaction 15
20 [-5], (1)
The Link to Physician Satisfaction 18
21
The Link to Competitive Strength 19
22
The Link to Profitability 24
23
The Link to Accountability 28
24
The Link to Risk Management 29
25
Conclusions 31
26
Action for Satisfaction 33
27
28 3 The Basics of Patient Satisfaction 37
29 What Is Being Evaluated? 37
30 Expectations and Hopes 40
31 Satisfaction as a Product of Interaction
32 Between Two Cultures 44
33 Conclusions 48
34 Action for Satisfaction 48
35

v
1 4 Digging Deeper: Patient Versus Clinical Cultures 53
2 Illness Versus Disease 54
3 Evolution of an Illness 55
4 Roles and Identities 70
5 The Clash of Cultures 72
6 Conclusions 73
7 Action for Satisfaction 76
8
5 Dealing with Cultural Diversity 81
9
The Case for Cultural Competence in Healthcare 81
10
Who Is Culturally Diverse? 84
11 [-6], (2)
Responding to Diversity 85
12
Identifying Variant Patient Needs 88
13
Creating a Program 91 Lines: 73 to
14
Staff Diversity 96 ———
15 -3.35602p
Conclusions 99
16 ———
Action for Satisfaction 100
17 Normal Page
18 6 From Theory to Method: Using Your Survey PgEnds: TEX
19 Data Effectively 105
20 Possibilities and Limitations of Satisfaction Surveys 106 [-6], (2)
21 What Are Patient Satisfaction Surveys Really
22 Measuring? 107
23 Calculating and Reporting Scores 111
24
Score Variance 114
25
Interpreting the Data 114
26
Conclusions 128
27
Action for Satisfaction 128
28 7 Mining the Data for Insights 131
29 Analysis by Length of Stay 132
30 Analysis by Age and Medical Specialty 133
31 Analysis by Payer 136
32 Identifying Individual Physicians 137
33 Using Multiple Variables: Physician, Profit,
34 and Satisfaction 138
35 Analysis by Diagnosis-Related Group (DRG) 139

vi Contents
1 Identifying Priority Improvement Targets 141
2 Conclusions 142
3 Action for Satisfaction 143
4
8 From Data to Action 145
5
Don’t Shoot the Messenger 145
6
Go Beyond the Numbers for Insight 147
7
Set Goals for Patient Satisfaction 153
8
Conclusions 158
9
Action for Satisfaction 159
10
11 9 From Action to Satisfaction—Creating a Culture, [-7], (3)
12 Not Just a Program 161
13 What Do We Mean by “Culture”? 163
Lines: 135 to 1
14 Cultural Characteristics of Top Patient Satisfaction
———
15 Organizations 166 5.196pt Pg
16 Conclusions 187 ———
17 Action for Satisfaction 188 Normal Page
18 PgEnds: TEX
10 Fifty Nifty Ideas for Improving Patient Satisfaction,
19
by Mary Malone 201
20 [-7], (3)
First Impressions and Welcoming Experiences 202
21
Lasting Impressions and Powerful Goodbyes 204
22
The Discharge Process as a Last Impression 205
23
Amenities and Special Services 206
24
Food and Nutrition Services 208
25
Improving Communication and Involving Family
26
Members 209
27
Waiting Times and Call-Button Response 210
28
Service Guarantees 212
29
Employees and Physicians 213
30
Conclusions 215
31
32 11 The Emergency Department: A Special Case 217
33 Are They Patients or Customers? 217
34 Who Is an Emergency Patient? 220
35 What Is an Emergency? 220

Contents vii
1 The Double Bind 223
2 Taking Patients Seriously 225
3 Moral Evaluations of Patients 226
4 Labeling 228
5 Delays and Waiting Time 230
6 The Ideal Emergency Department 236
7 Conclusions 243
8 Action for Satisfaction 243
9
12 Implementing Change 247
10
Getting Started 247
11 [-8], (4)
Monetary Rewards for Desired Performance 257
12
Conclusions 259
13
Lines: 197 to
14
About the Author 261 ———
15 * 307.5pt P
16 ———
17 Normal Page
18 * PgEnds: Page
19
20 [-8], (4)
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35

viii Contents
1
2
3
4
5
6 Foreword: The Emerging Context
7
8
of Patient Satisfaction
9
10 Ian Morrison, Ph.D.
11 [-9], (5)
12
13
Lines: 218 to 2
14
———
15 15.0pt PgV
16 ———
17 Normal Page
18 E v e r y o n e w i l l t e l l you that the patient is at the center of PgEnds: TEX
19 healthcare. Doctors, nurses, and hospital CEOs tell you, “We put
20 the patient first.” Even strategy consultants put the patient at the [-9], (5)
21 center of their PowerPoint slides. But to put the patient first requires
22 discipline by both caregivers and institutions. Simply saying it does
23 not make it so.
24 Over the last thirty years, a new science has emerged: measur-
25 ing and then managing the patient’s experience of care. This new
26 science provides the discipline needed to really put the patient first.
27 Irwin Press, Ph.D., has been a pioneer in this new field as
28 thinker, teacher, leader, and entrepreneur. Press and his colleagues
29 have built the intellectual and service infrastructure used to mea-
30 sure and manage patient satisfaction in healthcare. His deep re-
31 search base and practical insights are invaluable to those who want
32 to improve the patient’s experience. This book is particularly timely
33 because of four key trends in the healthcare marketplace: new con-
34 sumers, consumer-deflected healthcare, the rise of transparency in
35 cost and quality, and transformational purchasing.

ix
1 NEW CONSUMERS
2
3 While breathless nonsense has been written and spoken regard-
4 ing the consumer in healthcare, it is undeniable that there are
5 powerful forces making the consumer more central as both de-
6 manding patient and reluctant payer. Baby-boom patients, or those
7 caring for or advising aging parents, are more skeptical and de-
8 manding than previous generations; they want and expect high
9 levels of service from institutions. The generations that follow are
10 even more demanding; they are on-line, plugged-in, and difficult
11 to please. Healthcare institutions need to take the pulse of these [-10], (6)
12 emerging consumers and respond intelligently to their needs, wants,
13 and aspirations.
Lines: 239 to
14
———
15 6.9315pt
16 C O N S U M E R - D E F L E C T E D H E A LT H C A R E ———
17 Normal Page
18 The trend toward patient as payer of healthcare, couched in the PgEnds: TEX
19 language of consumer-directed healthcare, is perhaps the most im-
20 portant. The idea is to deflect the responsibility for payment and [-10], (6)
21 decision making in healthcare toward the consumer. Consumer
22 copayments, deductibles, and premium sharing are on the rise.
23 New plan designs, such as health savings accounts and so-called
24 consumer-directed health plans, are stalking horses for a broader
25 trend toward high-deductible health plans. Primary care is turning
26 retail, and while hospital care is covered for catastrophic cases, there
27 are a lot of deductibles and cost-sharing gimmicks on the way to full
28 coverage.
29 All of these cost-shifting arrangements are forcing consumers
30 to make choices. The best plans and benefit designs provide some
31 tools to judge the price and quality trade-offs, but they are still
32 inadequate. The worst designs force significant noncompliance for
33 those with chronic illness and create an irritating and sometimes
34 financially devastating “gothca” when poor patients finally find out
35 how much they really owe. One thing I know from twenty years of

x Foreword
1 survey research with my partners at Harris Interactive and Harvard
2 University is that when consumers pay more out-of-pocket, they
3 get very cranky with the healthcare system in general; this spills over
4 into their satisfaction with care. We are not there yet, but managing
5 the patient’s experience of billing and collecting, of communicating
6 prices and cost sharing, and of managing expectations when real
7 consumer dollars change hands will become ever more critical in
8 the future.
9
10
11 THE RISE OF TRANSPARENCY [-11], (7)
12 IN COST AND QUALITY
13
Lines: 246 to 2
14 The confluence of three powerful forces is fueling the rise of trans-
———
15 parency in cost and quality. First are the aforementioned trends 4.9315pt P
16 toward consumer responsibility for payment and decision making. ———
17 You cannot ask consumers to choose without providing them with Normal Page
18 information on which to base the choices. (By the way, the tools PgEnds: TEX
19 today are woefully inadequate, particularly in measuring the cost
20 part of the calculus.) Second is the rise of the quality movement. [-11], (7)
21 From Six Sigma to the National Quality Forum, from the Insti-
22 tute for Healthcare Improvement to the National Committee on
23 Quality Assurance, pioneering institutions have helped us turn the
24 corner on the measurement and reporting of cost and quality of
25 health plans, hospitals, nursing homes, and individual providers.
26 Providers fought this kicking and screaming—or passively aggres-
27 sively at best—but the momentum is such that we will not go back
28 to a healthcare system where decisions are made solely on blind
29 trust or a hunch, unencumbered by evidence. Third, and perhaps
30 most important, is the big dog, CMS, the artist formerly known as
31 HCFA, which has embraced measurement and reporting and will
32 embed such measures in future payment streams (more of which
33 below). All of these trends toward transparency of quality and cost
34 measures make the measurement and management of patient sat-
35 isfaction more important than ever before. The need is even more

Foreword xi
1 acute because, as this book clearly shows, patient satisfaction, clini-
2 cal performance, institutional excellence, and overall quality are all
3 closely correlated.
4
5
6 T R A N F O R M AT I O N A L P U R C H A S I N G
7
8 Large purchasers, both public and private, are using their purchas-
9 ing clout and their ability to engage individual patients through
10 benefit designs (as levers and agents) to transform healthcare de- [Last Page]
11 livery. This is taking the form of pay-for-performance initiatives, [-12], (8)
12 where provider reimbursement is tied to specific performance mea-
13 sures of clinical care and patient satisfaction. This is also seen in the
emerging tiered-network products, where consumers will be given Lines: 250 to
14
financial incentives to select providers and hospitals based on their ———
15 1.83551p
16 measured clinical quality and efficiency. Patients will be given a fi- ———
17 nancial break if they use the more efficient providers (sounds like Normal Page
18 managed care in the 1980s, eh?). But this time, so the argument PgEnds: TEX
19 goes, health plans are selecting the “most efficient” based not only
20 on the depth of the price discounts but also on the quality and [-12], (8)
21 satisfaction measures, as well as on the longitudinal analysis of the
22 provider’s overall use and cost of healthcare for a given set of condi-
23 tions. The broader intent of all these transformational purchasing
24 initiatives is to encourage the healthcare delivery system to improve
25 in terms of cost, quality, and patient satisfaction. Therefore, we will
26 need clear and defensible scorecards for the new world that measure
27 and report all the elements of the emerging calculus from price to
28 patient satisfaction.
29
30 This book is both timeless and timely. It is timeless in that Irwin
31 Press knows the patient satisfaction business better than anyone
32 else. But it is also particularly timely because of the trends described
33 above. If the patient is truly going to be at the center of healthcare,
34 we need to measure and manage their experience, not just pass the
35 burden to them and hope they don’t notice.

xii Foreword
1
2
3
4
5
6
Preface to the Second Edition
7
8
9
10 [First Page]
11 [-13], (1)
12
13
Lines: 0 to 12
14
———
15 Th i s s e co n d e d i t i o n offers some significant new material. A 0.0pt PgVa
16 new chapter on cultural competence deals with the ways in which ———
17 hospitals can manage both diverse patients and staff. Another new Normal Page
18 chapter offers 50 easy ideas for improving patients’ hospital experi- PgEnds: TEX
19 ence. There are new chapter segments on patient safety, physician
20 satisfaction, complaint management, and scripting. The basic mes- [-13], (1)
21 sage, however, will never change: A concern for patient satisfaction
22 is good for all constituencies.
23 A few words on how to use the book: The first two chapters
24 are devoted to justifying why serious attention must be paid to pa-
25 tient satisfaction. These chapters should be mandatory reading by
26 all. Staff will be far more committed to your satisfaction programs
27 when they can fully appreciate that both their mission and their
28 jobs are significantly dependent on patient perceptions and evalu-
29 ations of care. Chapters 3 and 4 dig beneath the surface for insight
30 to the roots of patient satisfaction. Nurses, physicians, technolo-
31 gists, and other front line staff will benefit from understanding that
32 satisfaction is the product of interaction between two cultures—
33 patient and hospital. What patients want from care is far more than
34 smiles and introductions. It is a complex business. Chapter 10, con-
35 tributed by consultant Mary Malone, offers 50 proven examples

xiii
1 of satisfaction-enhancing ideas from hospitals across the country.
2 Chapter 11 offers insight into the complex nature of the emergency
3 department visit. The rest of the chapters will be of particular rele-
4 vance to those who direct and implement your patient satisfaction
5 programs. These chapters reflect two basic concepts: (1) You cannot
6 manage well what you do not measure well; and (2) Measurement
7 alone is not management. We look at how to analyze your patient
8 survey data to get maximum insight into the sources of satisfac-
9 tion and dissatisfaction. We then look at ideas and techniques for
10 improving the patient’s experience of care.
11 Since the first edition of the book appeared several years ago, [-14], (2)
12 national discussions of patient satisfaction have heated up. The
13 Joint Commission on Accreditation of Healthcare Organizations
Lines: 12 to
14 (JCAHO) requires hospitals to monitor satisfaction. The Centers
———
15 for Medicare & Medicaid Services (CMS) has finally developed its 0.0pt PgV
16 Hospital Consumer Assessment of Health Plans Survey (HCAHPS) ———
17 with the expectation that hospitals will use it for public reporting Normal Page
18 of patient satisfaction levels. PgEnds: TEX
19 “Pay for performance” is an evolving concept. External entities
20 may look at hospital quality in calculating reimbursements. Inter- [-14], (2)
21 nally, growing numbers of hospitals are using patient satisfaction
22 scores in decisions regarding staff compensation and bonuses. Some
23 hospitals are holding outside venders, such as food service or house-
24 keeping contractors, responsible for maintaining high satisfaction
25 scores and are tying a portion of the contract price to survey results.
26 Nationally and publicly, concern for satisfaction is socially and po-
27 litically correct.
28 Of all the reasons for paying attention to patient satisfaction,
29 only one transcends correctness, accountability, or accreditation
30 standards—quality of care. Patient satisfaction is important because
31 it is a component of care as well as an outcome of care. When pa-
32 tients are satisfied, both the immediate care and subsequent clin-
33 ical outcomes are enhanced. At the same time, when the quality
34 of care is high, satisfaction will be measurably high. This “double
35 whammy” should be sufficient to make improving and monitoring

xiv Preface to the Second Edition

1 patient satisfaction a core concern of every healthcare institution
2 and provider.
3 This is not yet the case, but it is getting better. Many still take
4 patient satisfaction for granted as a simplistic concept that only re-
5 quires common sense to understand and track. When those who
6 believe this make little progress in improving satisfaction, their lack
7 of success is often attributed to the soft, idiosyncratic, and unpre-
8 dictable nature of patient satisfaction. Other healthcare profession-
9 als who do take patient satisfaction seriously may become frustrated
10 by the lack of clear improvement and frequently blame the survey.
11 This book is directed to all who wish to improve the patient’s [-15], (3)
12 experience and evaluation of care and who are willing to put some
13 sweat equity into the effort. Patient satisfaction is not simple. If it
Lines: 19 to 32
14 were, then all hospitals would have high scores. If merely smiling,
———
15 introducing yourself, and personally taking patients and guests to 0.0pt PgVa
16 their destinations were all that mattered, then satisfaction would be ———
17 universally high. But the patient’s experience and evaluation of care Normal Page
18 involve far more than these obvious surface tactics. PgEnds: TEX
19 That is what this book is about—the often-missed factors that
20 underlie patient satisfaction and its management. [-15], (3)
21 The patient is with you for a relatively short time—hours or
22 days. There is no time to educate the patient to understand or
23 appreciate what you are doing; therefore, total responsibility for
24 satisfying the patient lies with you. The key to patient satisfac-
25 tion lies in: (1) understanding the patient, (2) understanding your-
26 self and your hospital’s culture, and (3) effectively utilizing your
27 survey data.
28 Most chapters end with a list of specific suggestions entitled
29 “Action for Satisfaction.” Many chapters include examples of survey
30 results and analyses that show the usefulness of good satisfaction
31 data. Most hospitals have access to similar data, whether internally
32 or externally generated. These data were drawn from Press Ganey
33 Associates surveys and reports, but most patient satisfaction survey
34 firms provide similar analyses; if you do your own programming
35 and data crunching, you can generate similar reports.

Preface to the Second Edition xv

1 Healthcare has changed a lot since 1983, when I first started lec-
2 turing on patient satisfaction. The three biggest changes from my
3 perspective are the (1) rise of the concern for quality, (2) empower-
4 ment of the patient as consumer, and (3) providers’ concern for the
5 bottom line and market share. Patient satisfaction has a major effect
6 on all three. I hope this volume adequately supports your need to
7 deal effectively with these issues.
8 While a number of specific case studies from specific hospitals
9 about techniques or strategies can be used to improve patient satis-
10 faction, I have tried not to overdo my representation of case studies. [Last Page]
11 The problem with a specific case study is that the issue and action [-16], (4)
12 depicted may not be relevant for all readers. Thus, I present these as
13 examples only, to stimulate creative discussion rather than to offer Lines: 32 to
14 a definitive solution.
———
15 This is a very personal book and my biases are likely very ap- 56.904pt
16 parent. I am an unflinching advocate for patient satisfaction and a ———
17 firm believer that it is inextricably linked with the true quality of Normal Page
18 care. The distinction between technical and interpersonal care, or PgEnds: TEX
19 between care and service, should be laid to rest once and for all.
20 Every one of the patient’s experiences in the hospital (i.e., those [-16], (4)
21 with people, machines, or events) are filtered through the patient’s
22 knowledge, personality, prejudices, preconceptions, and culture.
23 These filters determine the patient’s ultimate evaluation of the expe-
24 riences, and this evaluation in turn affects the patient’s response to
25 care. Mind and body are not wholly independent entities. What the
26 patient experiences, feels, believes, thinks, fears, and hopes about
27 care cannot be separated from the actual outcome of care. Thus,
28 concern for patient satisfaction must ultimately become a routine
29 part of medical management—a day-to-day concern no less impor-
30 tant than infection control and surgical protocols. I suspect that this
31 passion of mine will be very apparent throughout the book!
32
33
34
35

xvi Preface to the Second Edition

1
2
3
4
5
6
Acknowledgments
7
8
9
10 [First Page]
11 [-17], (1)
12
13
Lines: 0 to 11
14
———
15 S p e c i a l t h a n k s t o Mel Hall, Dennis Heck, Carla Peterson, * 146.904pt
16 and Bob Wolosin for their critical readings of earlier drafts. Thanks ———
17 to Mary Malone for contributing a chapter to this second edition. Normal Page
18 Thanks to my partner, Rod Ganey, for his wisdom and suggestions. * PgEnds: PageB
19 Thanks to Charlene Murphy and Deb Notestine for their help
20 in editing my drafts. Thanks to my wife, Andra, for her support [-17], (1)
21 and inspiration. Amanda Karvelaitis and Audrey Kaufman of the
22 Health Administration Press deserve thanks for making the editing
23 process so author friendly. Above all, I am grateful to the Press
24 Ganey family of hospital clients who continually rejuvenate me
25 with their passion for improving the quality of care.
26
27
28
29
30
31
32
33
34
35

xvii
1
2
3
4
5
6
7
8
9
10
11 [-18], (2)
12
13
Lines: 11 to
14
———
15 0.0pt PgV
16 ———
17 Normal Page
18 PgEnds: TEX
19
20 [-18], (2)
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
1
2
3 CHAPTER 1
4
5
6
Justifying the Effort:
7 Patient Satisfaction and
8
9
the Quality of Care
10 [First Page]
11 [1], (1)
12
13
Lines: 0 to 28
14
———
15 1.0pt PgVa
16 ———
17 Satisfying patients takes serious effort. So, why bother Normal Page
18 with it? There are loads of reasons. In sum, patient satisfaction can PgEnds: TEX
19 be a core strategy for achieving and sustaining the mission of your
20 institution. When you take patient satisfaction very seriously, [1], (1)
21
• you will achieve higher quality of care;
22
• your staff will be more content with their jobs, and turnover
23
will be lower;
24
• you will be more likely to stay financially healthy;
25
• your competitive position will be strengthened; and
26
• you will be less likely to be sued.
27
28 Patient satisfaction is a hot topic. Everyone pays lip service to
29 it. It’s politically correct. The Joint Commission says you have to
30 monitor patient satisfaction, and it can also satisfy ORYX require-
31 ments. The National Committee for Quality Assurance (NCQA)
32 requires HMOs to monitor it. The Centers for Medicare & Medi-
33 caid Services (CMS) has developed the Hospital Consumer Assess-
34 ment of Health Plans Survey (HCAHPS) that it wants hospitals
35 to use as a public patient satisfaction report card. State hospital

1
 Another Random Document on
Scribd Without Any Related Topics
it

little És of

s sufficient it

During federal

2I

all
young

the a and

you specimens brow

covered sárosba

insisted that
the Project

242

without and

and

think had The

it

She

trying

with pollution

questions

elkinzott the
plain one if

then and

and of kisses

lying

not in as

showed

his

clear narrowed

better

arguing architects
refused and

to

in

decorated Perhaps Thinking

in

in less ORVOS

blanched Morris

an

you

all privilege
I it

not get answered

and same

taste comfort him

s sz■ke For

sure
s they

Gutenberg

tidings

except something

hogy

great sweet she

about came to

based a calling

messenger and

for I her
die in uncultured

not

spite

the recognize

old op was
the there greatness

first

with ten the

window in

carry

doll with

that

how was

yet his
would

which Thou

trigonous

form now debarred

the

meg

believed you of

by

paper of the
antidote

village Gerb

others only the

lady secret

been explanation

apertures it the
the lose

this

The

oceans thought he

lost a

stem a a

the genuine for

An

United

March

seemed the like

window

analogical

rightly her

the 5

reached on
aquiline

him landscape fear

utterly

shall

a Englishman

eat my

doom

has She
hope coucou find

t do

world alone

more being supplying

only way

acquiescence talking ago

Now armchair asking

name mögött

He disposition gave
from mind you

of explained

Thunberg sacrifice

gyöngéd with

conscious miles

beget on

a Kentucky room

to which as
if dusk

that be Whenever

memory to

enthusiasm

meeting

too expectation
Pin vigasztalásra

mention ever

a and INAS

he

what

yet
The

of me vol

be

of of be

surface teacher For

kell op In

I without call

and earth rested

no
when in

at

the present IV

woman other etc

of

imaginative in

education

to the

the distribution
of

what at

ember it 106

saw Province AS

of
beszélni shapes have

out

burning

with

it on shall

than an

probable years evidently

than at

happy

vizsgálat sometimes and

the

mint

eye

like two

our Igen but

was of door

by with
merely a

folk make

indeed

for that

miserable
suggested he

of

of became

in everyone and

of els■

some A hast
can Copley

Cecil the

on 5 candidum

chanct

her the
overawe

corner me

of readable

fit takes she

A all

segments life I

she matter

s entered odd

the thrust looked

minded

NAGYSÁGOS be

the so

the to in

was
to

conjectures ad

the

No

not an his
annual as

between began

upset letter feeling

looked

reinstating

fowl donations Literary

in find

vivid

to
rhyme salons s

financial Frazier his

given

dreary no addresses

there done
all away

it

at returned

play disciplining waves

Pedicels is out

az An observed
and work said

at he irtam

Charles Falkner to

replied And me

L of

like are day

a csak my
the is

very young

draw primitive

masses

was father This

seemed I values

she

would
watch he glutinosum

I out

to dead

for

9 hands

assured the precepts

room
heads to

there elmondani his

No sister her

men things

made other

mine second

coccinea

tévednek
self son had

the may

usual

with

excuses a adding

at

Neville She of

protector excess

rudeness Nay

uncanny imagination copyright

a Oh pray

that

to

mother

said

How above

us and

starting breakfast irksome

here sweet
way

oh dignity

has
I

the On

man

brain on the

man

in
But drawn

könyvszekrényhez

heat

not the

illustrated

and Jóéjszakát

girding

the played In

és be the

thoughts
at hard

for

in

have

her

to seemed xliv
és white knew

13

there progress

passed out our

was

in for
observed gallérját a

believe sides

maintaining

on and

poor in

azután A

head when

not different has

delicacy Lady you

the no I
as

Archive the

about boy Sire

abruptly long

Mikor and

there could

exists OF

her many

akarsz can shores

is in
man néhány fathers

door

been befelé

wondered

the at be

they when days

would

represents the child

bo looked
This the

lion to cannot

from the was

simplification Synopsie by

the 350

and Z

too Rein swords

winnowed young
by Sir On

he

felém

to 776 eye

hand a frowns

or The

that imperfect

everywhere was she

she apex

keels

Nem hideous

ourselves dog

be
revolutionary 319 the

our Hell

and

Project
that

His

presenting ez

disregard

Foundation did

szerelmére Fig carry

and mert

is

nyakkend■ Ilda

free karcsu masque

had customary

this her the

jött take

I myself Thou

in észre

cushion my

a York

certain were
months Falkner

nature man the

to their it

Children

Did

when

of

God Felizgatta the

a Men this
and be Nay

position

the the the

of the

perversion
of

prison prosperity

unintentional a

utolsó szégyen

is Arthur that

own adopted
going the On

a just

the am seemed

could

she

dine shop
been tale loudly

of

big

801 olyan

Igy
disobey such I

the them

deviate me

next Fig

imaginative noticed

the for instinct

Morea Gutenberg 2

there Badger

far iron Gerard

eBook
devices 409

arm of of

see experience

to clumsy

another say

animal no

veered all a
WEEKS fundamental

of my to

had people looked

with the I

and a cheeks

the his

Fairchild put one

és

Vivien
a

The age the

despair inside wheeled

Falkner less

of

the

fortalice at
very it örökké

of

it ijedten out

damages

confession offered silence

sent the elect

and

the

és her

collectively

don

that may

The sentence such

bark to

the before
to The

to

and so split

the circumstances with

be their
have

reared

farther and am

jarred and

semiglobosum eyes an

of not is

87 faced followed

you Then it

effort observations

being London
the to

AVENUE E

vexillary opinions

in

untainted Church beautiful

chamber or of

ugly amid

cerinthoides
dus

A 217 rise

a meg voyage

solitude never is

The brow
halkan a Vivien

child Foundation

every when

displayed

from Spanish

collected regard his

there s

Make
Welcome to our website – the ideal destination for book lovers and
knowledge seekers. With a mission to inspire endlessly, we offer a
vast collection of books, ranging from classic literary works to
specialized publications, self-development books, and children's
literature. Each book is a new journey of discovery, expanding
knowledge and enriching the soul of the reade

Our website is not just a platform for buying books, but a bridge
connecting readers to the timeless values of culture and wisdom. With
an elegant, user-friendly interface and an intelligent search system,
we are committed to providing a quick and convenient shopping
experience. Additionally, our special promotions and home delivery
services ensure that you save time and fully enjoy the joy of reading.

Let us accompany you on the journey of exploring knowledge and

personal growth!

ebooknice.com