Author: Ralph Bell; Michael J. Krivich
In How to Use Patient Satisfaction Data to Improve Healthcare Quality, the authors demonstrate the relationship between patient satisfaction and total quality in healthcare organizations. This is not a book on how to improve patient satisfaction, but rather how to use the information relating to patient satisfaction to improve overall healthcare quality. A better understanding of this information will lead to better overall performance, which in turn will lead to improved customer satisfaction, repeat business, and ultimately, new business. The use of diagrams, charts, and examples throughout the book, clearly demonstrates how to begin using the data relating to patient satisfaction to improve total quality.
