Wendy Leebov Books :Patient Sastifaction

phone: 215.413.1969 fax: 215.413.2824 e-mail: wleebov@wendyleebov.com

		Patient Satisfaction: A Guide to Practice Enhancement
		This is the definitive guide to achieving and sustaining service excellence in a medical practice. After a powerful rationale for the “patient satisfaction imperative”, Leebov, Vergare and Scott identify specific strategies for developing a service-oriente4d culture in your practice and aligning all of your practices and staff behavior with your service excellence priority.
	Content

Chapters	Tools/Topics
Your Environment, Systems and Procedures	See Your Practice as Others See It: How to Invite Feedback from Patients Ambience: The Environment and Patient Satisfaction Money Matters Communication Devices That Reflect Your Commitment to Patients Telephone Tact and Tactics Time, Access and Availability
Managing Staff for Patient Satisfaction	How to Build a Patient-Oriented Culture Your Practice Philosophy and Power as Role Model Clear Expectations and Staff Accountability Hiring and New Employee Orientation Training and Development in Key Interpersonal Skills Reward and Recognition Employee Recognition and the Employee as Customer
The Physician-Patient Relationship	Interpersonal Skills of Successful Physicians How to Establish and Maintain Rapport Communication Dignity and How to Preserve It Handling of Feelings How to Handle Sticky Situations
Innovations in Practice Enhancement	Educating Patients for Responsibility Addressing Your Patients’ Emotional Concerns: The Role of the Clinical Specialist Strategies to Strengthen Physician Effectiveness at Kaiser Permanente Fine-Tuning the Physician-Patient Relationship through Video Feedback Innovation: The Philosophy of Quality, Not Quantity