LITERATURE OF MEDICINE
Reviews and Notes: Patient Satisfaction Pays: Quality Service for Practice Success
1 May 1995 | Volume 122 Issue 9 | Page 733
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Patient Satisfaction Pays: Quality Service for Practice Success
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Stephen W. Brown, Anne-Marie Nelson, Sheryl J. Bronkesh, and Steven D. Wood. 410 pages. Frederick, Maryland: Aspen; 1993. $59.00.
Two of the authors have MBAs. Medical practice depends on patients, and all four authors believe that much can be done to achieve, improve, and maintain patient satisfaction. They tell all in 33 chapters with section headings, including "If the Patient Isn't Your Customer, Who Is?" and "If You Don't Show Commitment, Will Your Staff?" Issues such as patient scheduling, recruiting the best staff, empowering employees, and measuring patients' expectations are addressed. Indexed.
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