Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients

"Winning teams depAnd on the loyalty and enthusiasm of everymember. Here, in one place, is all you need to know about creatingthat same kind of loyalty and enthusiasm in your patients andstaff." (Lou Holtz, former head football coach, University of NotreDame)

"Malpractice claims are often the result of unmet and sometimesunrealistic patient expectations? with an overlay ofmiscommunication. Baker's book gives practical advice that easilytranslates into loss prevention lessons." (Peggy Berry Martin,director of education, Harvard Risk Management Foundation)

"This book fills a huge void in the areas of medical education andthe delivery of patient service. The clear advice about how toidentify and respond to patient needs and preferences is essentialreading for physicians and those who work with them. If thepersonal rewards of medicine are important to you, read this book."(Joseph A. Lieberman, III, M.D., M.P.H., chairman, department offamily and community medicine, clinical professor of familymedicine, Thomas Jefferson University)