MARC record from Internet Archive

LEADER: 03247cam 2200613 a 4500
001 ocm38603032
003 OCoLC
005 20180825015551.0
008 980302s1998 cau b 001 0 eng
010 $a 98015900
040 $aDNLM/DLC$beng$cDLC$dNLM$dC#P$dBAKER$dBTCTA$dYDXCP$dVMC$dOCLCF$dOCLCO$dOCLCQ$dOCLCA
016 7 $a9804530$2DNLM
020 $a0787941581$q(hc. ;$qalk. paper)
020 $a9780787941581$q(hc. ;$qalk. paper)
035 $a(OCoLC)38603032
050 00 $aR727.3$b.B28 1998
060 00 $a1998 J-953
060 10 $aW 85$bB168m 1998
082 00 $a610.69/6$221
100 1 $aBaker, Susan Keane.
245 10 $aManaging patient expectations :$bthe art of finding and keeping loyal patients /$cSusan Keane Baker.
260 $aSan Francisco :$bJossey Bass Publishers,$c1998.
300 $axv, 281 pages ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 261-269) and index.
505 0 $a1. Introduction -- pt. 1. Creating Expectations. 2. Prior Experiences. 3. Word of Mouth. 4. Advertising, Media, and Managed Care. 5. First Impressions -- pt. 2. Identifying Expectations. 6. Listening Skills. 7. Patient Feedback -- pt. 3. Managing Patient Expectations. 8. Moments of Truth. 9. Staff Strategies. 10. Informed Consent. 11. Patient Education. 12. Best Practices -- pt. 4. Responding to Unmet Expectations. 13. Complaints. 14. Patient Follow-Through. 15. Adverse Patient Outcomes. 16. When Patients Leave -- pt. 5. Exceeding Expectations. 17. Respecting Patient Preferences. 18. Building Loyal Relationships.
650 0 $aPatient satisfaction.
650 0 $aPhysician and patient.
650 0 $aAmbulatory medical care.
650 0 $aConsumer satisfaction.
650 12 $aPatient Satisfaction.
650 22 $aHealth Knowledge, Attitudes, Practice.
650 22 $aOutpatients$xpsychology.
650 22 $aPatient Participation.
650 22 $aPhysician-Patient Relations.
650 7 $aAmbulatory medical care.$2fast$0(OCoLC)fst00806815
650 7 $aConsumer satisfaction.$2fast$0(OCoLC)fst00876403
650 7 $aPatient satisfaction.$2fast$0(OCoLC)fst01055027
650 7 $aPhysician and patient.$2fast$0(OCoLC)fst01062819
776 08 $iOnline version:$aBaker, Susan Keane.$tManaging patient expectations.$dSan Francisco : Jossey Bass Publishers, 1998$w(OCoLC)607139656
776 08 $iOnline version:$aBaker, Susan Keane.$tManaging patient expectations.$dSan Francisco : Jossey Bass Publishers, 1998$w(OCoLC)608890157
856 41 $3Table of contents$uhttp://catdir.loc.gov/catdir/toc/onix06/98015900.html
856 42 $3Contributor biographical information$uhttp://catdir.loc.gov/catdir/bios/wiley042/98015900.html
856 42 $3Publisher description$uhttp://catdir.loc.gov/catdir/description/wiley034/98015900.html
938 $aBaker & Taylor$bBKTY$c48.00$d48.00$i0787941581$n0003140200$sactive
938 $aBaker and Taylor$bBTCP$n98015900
938 $aYBP Library Services$bYANK$n1504898
029 1 $aAU@$b000013784744
029 1 $aNLM$b9804530
029 1 $aYDXCP$b1504898
994 $aZ0$bP4A
948 $hNO HOLDINGS IN P4A - 165 OTHER HOLDINGS