Foreword / Marianne Dekker Mattera -- Ch. 1. What Do Patients Really Want? (It May Be Different Than You Think) -- Ch. 2. The Changing American Healthcare Scene and Patient Satisfaction -- Ch. 3. Quality Isn't a Coincidence -- Ch. 4. Yes, Patients Do Have Rights -- Ch. 5. Patient Education: A Key to Increased Satisfaction -- Ch. 6. Creating a Hospitable and Healing Environment -- Ch. 7. How to Handle a Customer Complaint -- Ch. 8. Measuring and Evaluating Patient Satisfaction Findings: Looking for the Lesson -- Ch. 9. Be Kind to Yourself and Your Coworkers: A Plan for Enhanced Morale and Patient Satisfaction -- Appendix: Sample Patient Satisfaction Survey.
Summary:
This manual guides the nurse and those associated with quality improvement in the health care setting through the fundamentals of ensuring a satisfied "customer." It presents the many components of quality patient care, including communication skills, individualized care, patient education, creating a hospitable environment, handling complaints efficiently, and designing and utilizing surveys of client satisfaction. The authors draw from the principles of Continuous Quality Improvement and other lessons learned from the business world, in addition to nursing's rich tradition of service. Written with warmth, sensitivity, and clarity, the book is an excellent resource for nursing students and practicing nurses. Health care institutions seeking good client relations will find this a suitable text for in-service training.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.