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Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients Prioritizing a culture of quality customer service is the best way to build lasting patient-provider relatioinships. Learn effective techniques for developing this culture with this widely lauded guide. The health care industry is already beginning what promises to be period of far-reaching transformation. In 2006, the leading-edge wave of baby boomers will begin turning sixty. Always known for approaching the world on their own terms, they still insist on the highest standards when it comes to customer service and satisfaction. These demands will soon dominate the health care industry as senior baby boomers receive necessary check-ups and treatment, and they will certainly influence how care is delivered to patients. Numerous surveys have shown that, to no one's surprise, they expect more of their health care providers than previous generations. They want customer service, as it exists in the retail world, to become standard in medical care. They look at their doctors as peers rather than authority figures, and ideally want a cooperative, communicative relationship with practitioners. They are likely to independently research their own medical concerns and question professional opinions. According to business research, it is six times more expensive to attract a new customer than to retain an existing one. A culture of service excellence is therefore the smartest, most cost-effective way to keep business flowing. But how can health care organizations promptly and effectively establish such a culture in time for the baby boomer influx? In Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients, Susan Keane Baker sets about helping providers do just that. With wise tips for finding out how patients really feel and what they're thinking, she explains in detail how health care professionals can develop and display understanding, empathy, and compassion that will establish lasting, positive relationships with patients. Cost-effective strategies for creating and maintaining loyalty and increasing referrals – themselves amounting to a cost-effective type of advertising – are discussed. The book has met with great enthusiasm from renowned professionals in the field. Joseph A. Lieberman III, Clinical Professor of Family Medicine at Thomas Jefferson University , has praised the book's "clear advice about how to identify and respond to patient needs and preferences" and called it "essential reading for physicians and those who work with them." Indeed, the insights offered will be of use not only to practitioners, but also administrators and industry marketers who have perceived the growing importance of quality service and customer loyalty in health care, and want to establish a precedent of patient-centered care. As the baby boomers become seniors and find themselves more often in search of respectful, attentive care, companies and providers who can convey an authentic belief in quality customer service will have the greatest edge. Back To Mature Market News → Go To The GenerationTarget.com Mature Market Bookstore → |
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