Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care (Management Series) - Softcover

Irwin Press

Softcover

ISBN 10: 1567931898 ISBN 13: 9781567931891

Publisher: Health Administration Pr, 2002

Synopsis

Irwin Press, Ph.D., of Press, Ganey Associates Inc., reveals the lessons he's learned during his 17 years of experience in measuring and managing patient satisfaction.

Patient satisfaction is an integral part of healthcare, and oftentimes the key to a successful healthcare organization. Consider the numerous studies that indicate satisfied patients often recover faster and better from treatment. This leads to goodwill for the organization, positive word-of-mouth promotion, and more customers at your hospital. When patients are satisfied it also indicates that the staff are content with their jobs and they perform their jobs well, resulting in decreased turnover, and less money spent on finder's fees.

This book by Irwin Press provides some initial theory on why it is important to continue patient satisfaction efforts, and provides readers with tools to measure, monitor, and improve patient satisfaction. Most chapters end with a list of specific suggestions that can help you implement patient satisfaction strategies in your own organization.

This user-friendly guide will give advice on:

surveying your patients and getting data you can use
designing strategies to address survey findings
instilling the patient satisfaction culture in your organization
making a visit to the emergency department a satisfactory experience

About this title

About the Author

A co-founder of Press, Ganey Associates, Irwin Press, Ph.D., was the first to nationally promote patient satisfaction as both a component and indicator of healthcare quality. Since 1985 he has worked with hospitals across the country to implement satisfaction measures and improvement strategies.

Dr. Press received his B.S. in chemistry from Northwestern University, and his Ph.D. in cultural anthropology from the University of Chicago. He has been a professor of anthropology at the University of Notre Dame since joining the faculty in 1965. He has conducted field research in Mexico, Colombia, Spain, and the United States, publishing widely on the clash between alternative ("folk" or "popular") medical practices and clinical ("official") medicine. His investigations into why patients use alternative healers rather than (or in addition to) physicians and formal medicine led to his winning a Lilly Faculty Fellowship and appointment as visiting professor at the University of Miami School of Medicine in 1980. There he spent the year rotating through all clinical services at Jackson Memorial Hospital, observing interactions between patients and staff and recording patients' experience with clinical care.

Since founding Press, Ganey (with Rodney F. Ganey, Ph.D.) in 1985, Dr. Press has devoted himself to the task of making patient satisfaction measurement both practical and useful for physicians, hospitals, and other providers. He has served on the Quality Improvement Taskforce of the Joint Commission on Accreditation of Healthcare Organizations, and is a member of the Research and Quality Improvement Council of the National Quality Forum. A popular keynote speaker and workshop leader, he is widely recognized for his insight into the personal factors that affect the patient's experience and evaluation of care.

Edition details

• Publisher: Health Administration Pr
• Publication date: 2002
• ISBN 10: 1567931898
• ISBN 13: 9781567931891
• Binding: Paperback
• Language: English
• Number of pages: 240