TY  - BOOK
AU  - Messner,Roberta L.
AU  - Lewis,Susan
TI  - Increasing patient satisfaction: a guide for nurses
SN  - 0826192505
PY  - 1996///
CY  - New York
PB  - Springer Pub. Co.
KW  - Nursing
KW  - Patient satisfaction
KW  - Nurse and patient
KW  - Patient Satisfaction
KW  - Quality of Health Care
N1  - Includes bibliographical references and index
N2  - This manual guides the nurse and those associated with quality improvement in the health care setting through the fundamentals of ensuring a satisfied "customer". It presents the many components of quality patient care, including communication skills, individualized care, patient education, creating a hospitable environment, handling complaints efficiently, and designing and utilizing surveys of client satisfaction. The authors draw from the principles of Continuous Quality Improvement and other lessons learned from the business world, in addition to nursing's rich tradition of service. Written with warmth, sensitivity, and clarity, the book is an excellent resource for nursing students and practicing nurses. Health care institutions seeking good client relations will find this a suitable text for in-service training.
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ER  -