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What is included with this book?
| If Your Patient Isn't Your Customer Who Is? | |
| Patient Satisfaction Does Pay | |
| Bottom Line Benefits of Top-Line Performance | |
| The Inside Story: What You Say about Patient Satisfaction | |
| Mining Diamonds: Investing in Patient Satisfaction | |
| If You Don't Show Commitment, Will Your Staff? | |
| Lighting and Leading the Way | |
| Commitment: Doing It with Conviction | |
| Share the Vision | |
| Getting Ahead with Your Team Beside You | |
| Recruiting a High-Performance Team | |
| Empowerment: I'll Take Care of That | |
| Staff Satisfaction: It's More than a Paycheck | |
| For Practice Administrators and Managers Only: Gaining Physician Participation | |
| Expectations: What do Your Patients Want? | |
| Patient Expectations: More Reasonable Than you Might Think | |
| Essential Tools for Measuring Your Patients' Expectations | |
| Quality Service Is Clinical Mastery | |
| Take a Walk in Your Patient's Shoes | |
| Your Practice and Your Patients: Love at First Sight? | |
| Doctor, Take Your Hand off the Doorknob! | |
| Follow-up and Follow-through for Satisfied Patients | |
| Doctor's Office, Please Hold | |
| Dealing with the Waiting Room Dilemma | |
| My Time Is Important, Too! | |
| Scheduling for Patient Satisfaction | |
| Can We Talk? | |
| The Patient Is Your Partner | |
| Continuity: Get it, Keep it, Grow it | |
| Quality Is a Moving Target | |
| Standards: Minimum Requirements for Maximum Service | |
| Monitoring Techniques: How To Know What's Working | |
| Service Recovery: When Things Go Wrong, Make Them Right | |
| What Your Patient Wants To Know | |
| Compliance Is Good for Patients and Good for You | |
| Special Attention to Special Populations | |
| Benchmarking: What You Can Learn from Others | |
| Final Thoughts and Comments | |
| A Round-Up of Thoughts and Suggestions for Quality Service | |
| Take the First Step to Practice Success | |
| Table of Contents provided by Publisher. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
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