Managing Patient Centered Care : The Art Of Finding And Keeping Loyal Patients
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Managing Patient Centered Care : The Art Of Finding And Keeping Loyal Patients

Managing Patient Centered Care : The Art Of Finding And Keeping Loyal Patients


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About the Book

?Written keeping in mind the patient’s point-of-view.
?Provides insight into how the hospital can become more patient-centered by improving the experience of care.
?The book is an attempt to interlink between key drivers of marketing of healthcare services, i.e. service quality, trust and patient satisfaction to patient loyalty.
?The chapters discuss in detail how quality of services, trust of patient in health care setting plays an important role in patient satisfaction and loyalty.
?Includes statistical diagrams, flow charts and tables.

About the Author

Seema Mehta PhD (Marketing)



Table of Contents:
Contents 1. Overview: Understanding Healthcare Consumer 1 Healthcare Consumers: What are they Looking for? 3 2. Key Drivers Influence Health-seeking Behavior 7 Service Quality 7 Trust 10 Customer Satisfaction 12 Patient Satisfaction in Healthcare 14 Customer Loyalty 14 Patient Loyalty 16 3. Maximizing Value through Retention: Concept and Review of Literature 18 Definition of Service Quality 18 Measurement of Service Quality 21 Trust 29 Customer Satisfaction 39 4. Research Methodology 57 Objectives of the Study 57 Tools Used for Data Collection 60 Tools Used for Data Analysis 61 5. Understanding Patient Satisfaction 68 Consistency Measure 68 Reliability Measure 72 Factor Analysis 74 Z-Test 83 Regression Analysis 94 Prelims.indd 11 20-01-2015 14:38:46 Managing Patient Centered Care: The Art of Finding and Keeping Loyal Patients xii 6. The Path Model for Developing Patient Loyalty 107 Model Testing 107 Measurement Model 108 Model Evaluation 117 7. Helping the Hospital Become Patient-oriented 120 8. Forging Ahead 127 Bibliography 129 Index 149 Prelims.indd 12 20-01-2015 14:38:46


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Product Details
  • ISBN-13: 9789351526827
  • Publisher: Jaypee Brothers Medical Publishers Pvt. Ltd.
  • Publisher Imprint: Jaypee
  • Edition: 1
  • Language: English
  • Width: 216 mm
  • ISBN-10: 9351526828
  • Publisher Date: 2015
  • Binding: Paperback
  • Height: 140 mm
  • No of Pages: 162

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Managing Patient Centered Care : The Art Of Finding And Keeping Loyal Patients
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Managing Patient Centered Care : The Art Of Finding And Keeping Loyal Patients
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