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.