Measuring and Improving Patient Satisfaction—An Aspen Publication

Author: Patrick J. Shelton

Non Member Price: $75.00

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Measuring and Improving Patient Satisfaction—An Aspen Publication

This book provides an overview of the principles and the techniques essential for understanding, measuring, and improving patient satisfaction in health care organizations of al sizes and types. It is an essential guide to important issues in medical quality management. It has been carefully crafted to ensure usefulness to health care managers and health care providers.

510 Pages © 2000

Table of Contents

Chapter 1
The Importance of Patient Satisfaction (and Loyalty)

Chapter 2
The Definition and Dimensions of Service Quality

Chapter 3
The Elements of Patient Satisfaction: What Patients Value in Health Care

Chapter 4
The Relative Importance Index: Determining the Relative Importance of Each Patient Satisfaction Element

Chapter 5
The Patient's Mental Report Card: A Model of How Patients Judge Their Health Care Experiences

Chapter 6
Measuring Patient Satisfaction: Determining an Organization's Grades on the Patient's Mental Report Card

Chapter 7
Patient Satisfaction Data Collection, Processing, and Communication

Chapter 8
Identifying and Prioritizing Service Quality Improvement Needs

Chapter 9
Addressing Behavior-Based Improvement Priorities

Chapter 10
Addressing Systems- and Process-Based Improvement Priorities

Chapter 11
Addressing Administration-Based Improvement Priorities

Chapter 12
The "Bottom Line": Measuring and Reporting the Value of a Patient Satisfaction Improvement Program

Chapter 13
Building and Sustaining a Service-Oriented Organizational Culture

Chapter 14
Putting It All Together: Your Health Care Organization's Patient Satisfaction Improvement Program Plan

Appendix A
Focus Group Moderator's Guide

Appendix B
Patient Satisfaction Survey Instrument

Appendix C
Principles of Continuous Quality Improvement: Presentation Slides