The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience, by Judy Capko, Cheryl Bisera
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The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience, by Judy Capko, Cheryl Bisera
Best Ebook PDF Online The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience, by Judy Capko, Cheryl Bisera
For the first time medical practices and organizations are about to see their income either increase or decline based on regulations that directly measure patient care and satisfaction. CMS has now made the patient experience its business. The patient experience is critical to the future of healthcare and the cost of care. Practices that have paid little attention to this in the past can learn how to improve the patient visit through the environment, culture and the actions of physicians and staff. Learn the steps your practice can take to reap the many payoffs of achieving high patient-centered standards without having to make a big financial investment. In their book, Judy Capko and Cheryl Bisera describe how the patient-centered movement has changed the practice of medicine and offers insights into the opportunities this new environment provides to practices. What the book covers: * How create an impressive image * Identity: Knowing who you are and expressing it with conviction * Defining your online presence and protecting your online reputation * Developing a patient-centric office culture * How to live and measure your adherence to your mission * How to speak the language of patients * Evaluating your patient's experience (a look in the mirror!) * Making patients feel at home when they visit your facility Benefits: *Discover how to succeed in the rapidly growing patient-centered care movement. *Includes carefully chosen case studies that highlight successes in building a patient-centric medical practice. * Learn how to deliver customer service that delights patients. *Gain valuable insight into how practices should claim and take control of their online presence. * Take advantage of a list of twenty one things you can do now without breaking the bank. * Leverage tools to evaluate your existing office culture and transform it into one that creates an exceptional environment for patients and staff. Fortunately, there are many steps a practice can take to develop an attractive, engaging presence without making a big financial investment. In this book, doctors and medical practice administrators get a practical guide to creating a positive image which grows a loyal, referring patient base. It includes advice on how to measure performance and maintain accountability; how to define your practice image and express it with conviction; and how to manage your online and social media presence. It also offers a list of twenty-one steps practices can take right away without breaking the bank. This book provides all the tools healthcare providers need to begin reaping the many benefits to running a profitable patient-centered organization. By following these recommendations by Capko and Bisera, medical practices will improve their competitive position, gain financial incentives with payer reimbursement, and grow a loyal patient base. Table of Contents Introduction Chapter 1 Being Best Chapter 2 Unhappy Patients are Costly Chapter 3 From Identity Crisis to Brand Recognition Chapter 4 The 24x7 Patient Relationship Chapter 5 What s Wrong With This Picture? Chapter 6 Cultural Differences: When Hospitals Own Practices Chapter 7 Conflicts on the Patient-Centered Journey Chapter 8 Mirror, Mirror: An Honest Look Within Chapter 9 How Facility Design Impacts the Patient Experience Chapter 10 Voices from the Field Chapter 11 Twenty-One Things You Can Do Now (Without Breaking the Bank) Chapter 12 The Patient-Centered Practice Now and in the Future
The Patient-Centered Payoff: Driving Practice Growth Through Image, Culture, and Patient Experience, by Judy Capko, Cheryl Bisera- Amazon Sales Rank: #1500648 in eBooks
- Published on: 2015-06-08
- Released on: 2015-06-08
- Format: Kindle eBook
Review If you are a practice leader who is not content to just wait and see what happens next, The Patient-Centered Payoff is for you. Elizabeth W. Woodcock, MBA, FACMPE, CPC
Judy Capko and Cheryl Bisera's straightforward and practical style provides commonsense ways for doctors to successfully navigate the turbulent health care times ahead. Kevin Pho, MD KevinMD.com
The chapter, The Twenty-One Things You Can Do Now (Without Breaking the Bank) has helped our practice make changes that have resulted in marked differences in patient satisfaction. Kimberly Weis Avery, MBA, JD Administrator and General Counsel Mid-South Pulmonary Specialists, PC
I can't tell you the number of times I have walked into a practice only to be amazed at the mixed messages that the practice atmosphere, staff and communication give...I highly recommend this book. Peter Blanchard, MHL Director of Network Development Bethany Healthcare Services
Capko and Bisera have developed a prescription that works because it is a holistic approach that injects common sense back into the process of delivering care for better health. Debbie Donovan Director of Communications and Corporate Identity EndoGastric Solutions
Our job is to not only ensure high quality but excellent patient service as well. This book captures this element perfectly and could not be timelier. It is very practical. It should be required reading for all doctors. A.H. (Trey) Chandler, III MD Division Chief of Cardiology Greenville Health System
Only buy this book if you want your patients to refer other patients, if you hope to improve your patient satisfaction and engagement ratings, if you are determined to feel proud of the work you and your staff do every day, and if you want your competitors to ask, "How do they do it?" Betsy Nicoletti, MS, CPC Founder, Codapedia.com --Manuscript ReviewsIf you are a practice leader who is not content to just wait and see what happens next, The Patient-Centered Payoff is for you. Elizabeth W. Woodcock, MBA, FACMPE, CPC
Judy Capko and Cheryl Bisera's straightforward and practical style provides commonsense ways for doctors to successfully navigate the turbulent health care times ahead. Kevin Pho, MD KevinMD.com
The chapter, The Twenty-One Things You Can Do Now (Without Breaking the Bank) has helped our practice make changes that have resulted in marked differences in patient satisfaction. Kimberly Weis Avery, MBA, JD Administrator and General Counsel Mid-South Pulmonary Specialists, PC
I can't tell you the number of times I have walked into a practice only to be amazed at the mixed messages that the practice atmosphere, staff and communication give...I highly recommend this book. Peter Blanchard, MHL Director of Network Development Bethany Healthcare Services
Capko and Bisera have developed a prescription that works because it is a holistic approach that injects common sense back into the process of delivering care for better health. Debbie Donovan Director of Communications and Corporate Identity EndoGastric Solutions
Our job is to not only ensure high quality but excellent patient service as well. This book captures this element perfectly and could not be timelier. It is very practical. It should be required reading for all doctors. A.H. (Trey) Chandler, III MD Division Chief of Cardiology Greenville Health System
Only buy this book if you want your patients to refer other patients, if you hope to improve your patient satisfaction and engagement ratings, if you are determined to feel proud of the work you and your staff do every day, and if you want your competitors to ask, "How do they do it?" Betsy Nicoletti, MS, CPC Founder, Codapedia.com --Manuscript Reviews
About the Author Judy Capko is the founder of Capko & Morgan, a national healthcare management and marketing consulting firm. She specializes in medical practice operations and practice building techniques and focuses on maximizing resources, building patient-centered strategies and valuing staff contribution. Judy believes we achieve our greatest results by raising others up. Thousands of physicians and administrators have benefited from her advice and innovative, energetic approach to organizational management and strategic planning for more than 30 years. Judy is the author of the 2nd edition of Secrets of the Best-Run Practices, and Take Back Time Bringing Time Management to Medicine. She is featured and published in more than 50 prestigious national medical journals. She has also written by-line articles for the Journal of Medical Practice Management, Urology Times, Eye World, Repertoire, Physicians Practice and Practice Link.
Cheryl Bisera is an author, speaker, and the founder and leader of Cheryl Bisera Consulting, an image development and marketing firm focused on the healthcare industry. Her firm's key differentiators are attention to internal marketing, practice branding, and patient experience training. Cheryl firmly believes marketing is not only an external activity it's also the influence every staff member has on each patient's experience and perception of the practice or healthcare organization. A passion for excellence in developing the patient experience and practice image has earned Cheryl impressive testimonials from clients. She speaks for regional medical management organizations and conducts customer-service workshops and training sessions for her clients. She is published in leading industry journals, including Podiatry Management, Physician Magazine, and the Journal of Medical Practice Management, and has also been featured on the popular KevinMD blog.
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Most helpful customer reviews
0 of 0 people found the following review helpful. Empowering book to take back control of your practice By Diane Brzezinski The book is a must read not just for the physician and office manager but the whole staff as well. As a solo physician struggling to stay above water in the never ending times of change in medicine, I found the book extremely helpful. I was introduced to Judy and Cheryl at a convention in Las Vegas. I found them so intriguing and enlightening to listen to that I just had to have my own copy (and autographed, of course!). I began reading on my long journey home. I also began highlighting chapters for my staff to read and they are passing the book around currently. Patient satisfaction is becoming even more important and there were many toxic things that I found that needed to be corrected immediately. Those individuals who read the chapters actually stepped up to the plate so far. I feel like this book has empowered me to make the much needed change in my practice. This book and the principles may be applied to all specialties of medicine. Good job to Judy and Cheryl for an extremely well written and empowering book. My patients are thanking you daily I'm sure!
0 of 0 people found the following review helpful. Want to get paid more?... Then pay attention!!! By DrProactive Randy Gilbert This is another excellent book by Judy Capko... and she's picked the right co-author in Cheryl Bisera. Together they've taken a very proactive approach to being Patient Centered. They certainly provide sound prescriptive advice, but what I enjoyed most was the fact that they give the 'why' behind each principle and build a great foundation for understanding what to do in your own situation.I agree with their premise that unhappy patients are more likely to be non-compliant... and when non-compliant, they are far more 'expensive' to serve and will drive your profit into the ground. Judy and Cheryl provide solid ways to learn what might make your patients unhappy, and then how to deal with it.If you agree with this statement... that it’s become very unclear in medical practices, given all of the conflicting information floating around in the industry, as to who to listen to on advice for how to improve revenues and how to serve patients better... then you owe it to yourself to read this book.
0 of 0 people found the following review helpful. This book is a MUST-READ! By Dr. Mitchell E. Kusy As a seasoned culture change consultant, I found myself nodding, smiling, and cheering when I read this book! Seriously, Capko and Bisera have nailed the essential components of patient-centered work with evidence-based research, case studies that hit home, and corroborating the many "lessons learned" in my own consulting practice. Their research statistics are truly robust but presented in user-friendly ways. Their case studies and "payoff" sections hit the mark. I could not put this book down! I am using it already and will share with others who are concerned as to how to create patient-centered cultures that work and pay off! BRAVA, Capko and Bisera! Dr. Mitchell Kusy, ZIA Healthcare Consultants and co-author with Dr. Elizabeth Holloway: "Toxic Workplace! Managing Toxic Personalities and Their Systems of Power."
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