Description: Patients are the basis of healthcare's survival. With managed care dominating more and more markets, patient satisfaction is destined to become the number one criteria used for selecting healthcare providers as quality and pricing become less of an issue. Ultimate Patient Satisfaction: Designing, Implementing or Rejuvenating an Effective Patient Satisfaction and TQM Program is an in-depth, hands-on book which details the various approaches, steps and processes for creating an overall internal and external patient satisfaction program. Written by healthcare consultant John F. O'Malley, Ultimate Patient Satisfaction gives you tools, tips, and techniques stressing such internal and external satisfaction points as focusing on your forgotten customer - Visitors!, employee attitude can cost you, how to turn testimonials into referrals, encouraging written complaints and how to deal with upset patients. Ultimate Patient Satisfaction also contains an appendix with additional books, material, software, services and suppliers to expand your knowledge in order to achieve ultimate patient satisfaction.

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