THE BEST PATIENT EXPERIENCE Helping Physicians Improve Care, Satisfaction, and Scores

Author: Bo Snyder
Affiliation:
Publisher: Health Administration Press
Publication Date: 2016
ISBN 10: 1567937381
ISBN 13: 9781567937381
Edition: 1st

Description:

In today s healthcare environment, satisfying patients is essential to good medical care and business success. But physicians chances of moving the needle on patient satisfaction are much higher if they have the support of their healthcare organization s leadership team. The Best Patient Experience: Helping Physicians Improve Care, Satisfaction, and Scores explains how healthcare leaders can help physicians improve their interactions with patients and achieve higher patient satisfaction scores. Written in a conversational style, the book is filled with tips, tools, templates, and resources leaders can employ to support physicians in their relationships with patients. Recognizing that the process for building a better patient experience is not easy, the book intersperses practical advice with anecdotes from the author and other healthcare leaders to provide context for working through these challenges. The resulting transformation creates an environment of personal gratification and professional pride that galvanizes not just the physicians but the entire organization.

Table of Contents

Front Matter

  • ABOUT
  • ACHE Management Series Editorial Board
  • DEDICATION
  • Foreword
  • Preface
  • Acknowledgments
  • Introduction

CHAPTER 1: The Heat Is On: A Case Study

  • TO 99TH PERCENTILE IN PATIENT SATISFACTION: ONE GROUP’S STORY
  • SUMMARY OF LESSONS LEARNED

CHAPTER 2: A Dozen Reasons to Care About Patient Satisfaction

  • CLASSIC REASONS
  • NEWER REASONS
  • FIVE REASONS YOU MAY NOT HAVE CONSIDERED
  • TAKING THE NEXT STEPS
  • REFERENCES

CHAPTER 3: How to Get Physicians to Engage on Patient Satisfaction—Six Steps That Work in the Real World

  • ENGAGEMENT IS THE KEY
  • THE SIX-STEP PROCESS

CHAPTER 4: Dealing with the Objections of Skeptical Physicians

  • TYPICAL OBJECTIONS

CHAPTER 5: How Physicians Can Make and Sustain Individual Behavior Changes

  • INSIGHTS FROM THE SCIENCE OF CHANGE AND IMPROVEMENT
  • MY FIVE-STAGE MODEL
  • REFERENCES

CHAPTER 6: How Leaders Can Ensure Success

  • WHAT KIND OF LEADER ARE YOU?
  • BEING SYSTEMATIC IN AN UNDISCIPLINED ORGANIZATION
  • ELEVEN KEY COMPONENTS FOR YOUR PATIENT-CENTERED SYSTEM
  • IN A NUTSHELL
  • REFERENCES

CHAPTER 7: Issues with “the Data”—Our Best Friend and (Sometimes) Worst Enemy

  • DATA PROVIDE ACCOUNTABILITY LIKE NOTHING ELSE
  • DATA FOR EVERY PROVIDER
  • UNSEATING FREE RIDERS
  • WHEN IS A SAMPLE BIG ENOUGH?
  • BE WARY OF ANY SAMPLING DATA
  • DON’T RELY ONLY ON THE DATA
  • WHY MARGINAL PERFORMERS HOLD ALL THE CARDS
  • TO FOCUS ON SPECIFIC QUESTIONS OR NOT
  • REFERENCE

CHAPTER 8: How to Shadow Coach Physicians: A DIY Approach

  • A NOTE BEFORE WE GET STARTED
  • WHY SHADOW COACHING IS SO POWERFUL
  • DO-IT-YOURSELF SHADOW COACHING
  • A FINAL WORD, AND A STORY
  • REFERENCES

About the Author