physician and patient

Susan Keane Baker has so much knowledge in this important area of health care and she shares with us her many insights and suggestions in an interesting, easy-to-read manner. This is definitely a book for all health care professionals and executives to keep on a nearby shelf as a ready reference over the years. Susan covers so many topics that are essential for patient retention, such as anticipating patient needs and preferences and making sure that patient complaints are dealt with in a timely and caring manner. As a longtime consultant in patient communication myself, I can testify that my colleague Susan has done a superb job with this book. Its all there - which makes this 5 stars for sure. It's easy to see why this book is a top seller!

There is so much valuable, pragmatic and helpful information in this book! The woefully underestimated value of listening, the best way to handle a patient complaint, creating a "patient -friendly" environment. It's all here...presented in an engaging, well organized and insightful manner. Satisfying patients goes far beyond taking surveys. I recommend this book to all my clients!

I bought this book after Press Ganey recommended it in their October 1999 client advisory newsletter. It's full of practical ideas that anyone working in a health care setting can use. Excellent!