Messner, Roberta L.
Increasing patient satisfaction : a guide for nurses / Roberta L. Messner and Susan J. Lewis. - New York : Springer Publishing, c1996. - xvi, 255 pages : 24 cm.
Includes bibliographical references and index.
Contents: Chapter 1 What do patients really want? (it may be different than you think) -- Chapter 2 The changing american healthcare scene and patient satisfaction -- Chapter 3 Quality isn't a coincidence -- Chapter 4 Yes, patients do have rights -- Chapter 5 Patient education: a key to increased satisfaction -- Chapter 6 Creating a hospitable and healing environment -- Chapter 7 How to handle a customer complaint -- Chapter 8 Measuring and evaluating patient satisfaction findings: looking for the lesson -- Chapter 9 Be kind to yourself and your co workers: a plan for enhanced morale and patient satisfaction.
English
0826192505 [hardbound]
Nursing--Quality control.
Patient satisfaction .
Nurse and patient.
Patient Satisfaction--nurses' instruction.
Quality of Health Care--nurses' instruction.
Increasing patient satisfaction : a guide for nurses / Roberta L. Messner and Susan J. Lewis. - New York : Springer Publishing, c1996. - xvi, 255 pages : 24 cm.
Includes bibliographical references and index.
Contents: Chapter 1 What do patients really want? (it may be different than you think) -- Chapter 2 The changing american healthcare scene and patient satisfaction -- Chapter 3 Quality isn't a coincidence -- Chapter 4 Yes, patients do have rights -- Chapter 5 Patient education: a key to increased satisfaction -- Chapter 6 Creating a hospitable and healing environment -- Chapter 7 How to handle a customer complaint -- Chapter 8 Measuring and evaluating patient satisfaction findings: looking for the lesson -- Chapter 9 Be kind to yourself and your co workers: a plan for enhanced morale and patient satisfaction.
English
0826192505 [hardbound]
Nursing--Quality control.
Patient satisfaction .
Nurse and patient.
Patient Satisfaction--nurses' instruction.
Quality of Health Care--nurses' instruction.