Measuring and Improving Patient Satisfaction Book

Contents: The Importance of Patient Satisfaction (and Loyalty) * The Definition and Dimensions of Service Quality * The Elements of Patient Satisfaction - What Patients Value in Health Care * The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element * The Patient' s Mental Report Card: A Model of How Patients Judge Their Health Care Experiences * Measuring Patient Satisfaction - Determining Your Organization' s Grades on the Patient' s Mental Report Card * Patient Satisfaction Data Collection, Processing, and Communication * Identifying and Prioritizing Service Quality Improvement Priorities * Addressing Behavior-Based Improvement Priorities * Addressing Your Systems and Process-Based Improvement Priorities * Addressing Your Administration-Based Improvement Priorities * The Bottom Line - Measuring and Reporting Patient Satisfaction Improvement (PSI) Program Value * Building and Sustaining a Service-Oriented Organizational Culture * Putting It All Together - Your Patient Satisfaction Improvement Program Plan * Appendixes * Bibliography