Patient satisfaction understanding and managing the experience of care - Press, Irwin (Health Administration Press, 2006)
Previous ed. has subtitle: Defining, measuring, and improving the experience of care
Includes bibliographical references
Machine generated contents note: 1. Justifying the effort : patient satisfaction and the quality of care -- 2. Justifying the effort : patient satisfaction and organizational effectiveness -- 3. The basics of patient satisfaction -- 4. Digging deeper : patient versus clinical cultures -- 5. Dealing with cultural diversity -- 6. From theory to method : using your survey data effectively -- 7. Mining the data for insights -- 8. From data to action -- 9. From action to satisfaction -- creating a culture, not just a program -- 10. Fifty nifty ideas for improving patient satisfaction / Mary Malone -- 11. The emergency department : a special case