Patient Satisfaction: Understanding And Managing the Experience of Care (Management Series)

This book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. Since the first edition of this book was published, national discussions of patient satisfaction have heated up. This new edition will help you respond to growing concerns. Benefit from the author's 20+ years of experience in measuring and managing patient satisfaction. Whether your goals include improving the quality of care, enhancing staff retention, increasing profit margins, recruiting physicians, or attracting customers, patient satisfaction is one of the most powerful tools for success.

Irwin Press, Ph.D. is a cofounder of Press Ganey Associates. Since 1985, he has worked with hospitals across the country to implement satisfaction measures and improvement strategies. He has served on the Quality Improvement Taskforce of the Joint Commission on Accreditation of Healthcare Organizations, and he was 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.