TY  - BOOK
AU  - Messner, Roberta L.
AU  - Lewis, Susan J.
TI  - Increasing patient satisfaction: a guide for nurses 
SN  - 0826192505 [hardbound]
PY  - 1996///
CY  - New York
PB  - Springer Publishing
KW  - Nursing
KW  - Quality control
KW  - Patient satisfaction
KW  - Nurse and patient
KW  - Patient Satisfaction
KW  - nurses' instruction
KW  - Quality of Health Care
N1  - 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
ER  -