Item 6635

By Kevin Sullivan and Meryl Luallin

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Have you ever wondered what the high-scoring practices do to ensure that patients and their family members feel valued and important? In fact, these satisfied patients are so loyal that if you move across town, they’ll drive the extra 20 minutes and still refer others to your practice! In this highly readable book, authors and patient satisfaction experts Kevin Sullivan and Meryl Luallin share more than 20 years of experience with single- and multispecialty practices in nearly every U.S. marketplace, facing the same challenges you do. Real life case studies and real live practice examples make this book a must-read!

Inside is a practical six-step process used by the high-scorers to improve customer service, increase patient satisfaction and word-of-mouth referrals. Each chapter is a how-to roadmap for involving your physicians and staff in a team effort to protect your existing revenue base and generate new market share.

You'll learn about a proven management system that produces immediate improvement and ongoing results. In addition, we’ve included real-life accounts of people who walk where you walk and meet the same challenges that make your life both interesting and difficult and help explain why simply hoping to improve has nothing to do with actually improving.

This is a book about service — or, more to the point, how to meet the service expectations of patients and caregivers while preserving the fulfillment and career enthusiasm you expected when you entered the medical field.

Published by MGMA, 2007, 151 pp., ISBN-13 978-1-56829-281-6

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This book is part of the Core Learning Series. The Core Learning Series includes Web-based education programs, interactive assessment tools and books.