Managing Patient Expectations

Managing patient expectations has become a critical part of every healthcare organization's strategy. In a highly competitive environment, organizations must be sensitive to the needs of patients from both the clinical and interpersonal perspectives. To accomplish this, clinicians and those who work with them must not only be concerned about the quality of care given to patients, but must also be able to honor realistic wishes and respond appropriately to unrealistic and unmet expectations.

Baker theorizes that patients value experiences in which their unique preferences are identified and respected. Unmet expectations often lead to frustration, which increases anxiety and creates anger. In reading Managing Patient Expectations, clinicians and their support staffs will find inspiring, realistic strategies that they can begin using immediately. The book (ISBN # 0-7879-4158-1) can be ordered through bookstores, Amazon or directly from the publisher at 1-800-956-7739.