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.

"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.