Managing Patient Expectations
Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients | 281 pages | ISBN: 0-7879-4158-1| Published by Jossey-Bass
Prepare to wear it out. Prepare to want it at your right hand, not just on your shelf. Prepare to be a better-informed and more successful professional.
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Society for Healthcare Consumer Advocacy
October 4, 2002
Review comment
"If there was one message that emerged most strongly from the Alliance for CME Annual Conference, it was that health care providers must learn to give patients the intangible aspects of care – such as empathy and compassion. Here’s an educational tool that can help. Susan Keane Baker’s Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients, offers a range of low-cost, practical strategies to assist practitioners in building stronger relationships with their patients – everything from how to conduct patient surveys to the timely issue of dealing with physician error."
Medical Meetings
March, 2000
Review comment
"For any physician seeking to sustain or build a practice in the managed care environment that dominates so many markets today, Baker’s book is a must read."
Physician Practice Options
May 15, 1999
Review comment
"Malpractice claims are often the result of unmet and sometimes unrealistic expectations – with an overlay of miscommunication. Baker’s book gives practical advice that easily translates into loss prevention lessons".
Peggy Berry Martin, Director of Education, Harvard Risk Management Foundation
Review comment
"A skillful and persuasive writer, Susan Keane Baker reveals the incentives for keeping the customer happy and the disincentives for failing to do so. She details the simple strategies all concerned providers can employ to improve their service, reduce their risk, and grow their practices. If you want to establish mutually beneficial and long-lasting relationships with your patients and clients and build your practice on the strength of the goodwill and good word-of-mouth that results, Managing Patient Expectations is a must-read."
Today’s Dietician
April, 1999
Review comment
"This book fills a huge void in the areas of medical education and the delivery of patient services. The clear advice about how to identify and respond to patient needs and preferences is essential reading for physicians and those who work with them. If the personal rewards of medicine are important to you, read this book."
James A. Lieberman III, MD MPH Chairman, Department of Family & Community Medicine Thomas Jefferson University
Review comment
"Winning teams depend on the loyalty and enthusiasm of every member. Here, in one place, is all you need to know about creating that same kind of loyalty and enthusiasm in your patients and staff"