The quality connection in health care : integrating patient satisfaction and risk management /

The quality connection in health care : integrating patient satisfaction and risk management /

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Bibliographic Details
Author / Creator:	Cunningham, Lynne
Edition:	1st ed.
Imprint:	San Francisco : Jossey-Bass Publishers, 1991.
Description:	xvii, 161 p. : ill. ; 24 cm.
Language:	English
Series:	Jossey-Bass health series
Subject:	Medical care -- Quality control Patient satisfaction Medical care -- Evaluation Consumer satisfaction Health Facilities -- organization & administration Quality of Health Care Risk management Medical care -- Evaluation. Medical care -- Quality control. Patient satisfaction.
Format:	E-Resource Print Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/1318149

Hidden Bibliographic Details
ISBN:	1555423329 (alk. paper)
Notes:	Includes bibliographical references (p. 155) and index.

Table of Contents:

Part 1. Patient-Driven Satisfaction: A Mandate for Change
1. Assessing Patient Satisfaction
2. The Patient2s Definition of Quality
3. Maintaining the Status Quo is Risky
Part 2. The Connection
4. Accessibility and Responsiveness: Stick Around and Listen
5. Delay in Action: ""I Want It Now22
6. Realistic Expectations: It Is Okay to Say ""I Don2t Know22
7. Communication: It Takes Two
8. Professionalism: Look Right and Treat Me with Dignity
9. Continuity of Care: Too Many Assumptions
10. Reducing