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Understanding Patient Perceptions

  Are They Patients or Are They Customers  
  Only Angry Patients Return Surveys, Right?  
  Our Ageing Population  
  Patients Want Information and Compassion  
  Satisfaction in Aged Care  
  The Magic of Mystery Shopping  
  Understanding Your Patients Moments of Truth  

Surveying Fundamentals

  Communicating With Staff About Satisfaction  
  Reliability and Validity of Survey Tools  
  Satisfaction Research - Responding to the Naysayers  

Service Improvement Strategies

  18 Commandments for Service Improvement  
  Achieving Success in Day Surgery Services  
  Best Practice in Day Surgery Satisfaction  
  Best Practices in the Discharge Process  
  Complaints Management (After the Oops)  
  Coordination of Inpatient to Home Health  
  Criteria for Performance Excellence  
  Dealing with Difficult-for-Me People  
  Easing The Wait For Patients  
  Emotional Support Through Technology  
  Empowered Patients are More Satisfied  
  Encouraging Patients to Ask  
  Its not the Facility - Its the Care - ED Case Study in Satisfaction  
  Maintaining Excellence During Construction and Renovation  
  Practical Applications in Cultural Competence  
  Putting Community into Community Health  
  Words the Most Powerful Drug  

Workplace Culture Improvement Strategies

  Developing the New Frontline Manager  
  Employee Empowerment Fact or Folklore  
  Employee Partnerships The Key to Developing Employee Relationships  
  Finding Your Champions  
  Measuring Your Workplace Culture of Engagement  
  Mid-Career Nurses Show Decreased Satisfaction  
  My People Were Trained - Why Don't They Act That Way  
  Nurturing Your Safety Culture  
  Recognition Best Practice  
  Reward and Recognition Best Practice  
  Roadmap For Behaviour Accountability  
  Stimulating Innovation in Health Care Services  
  Tale of Two Generations  
  When Doctors and Nurses become Partners  

Improvement Through Technology

  Electronic Medical Records - Tips for Successful Implementation  
  There's an App for That  
  Using Technology to Connect With Patients  

Quantifying Return on Investment in Satisfaction Improvement

  Cardiac Mortality and Patient Satisfaction  
  Improving Patient Satisfaction - Quantifying the Return on Investment 1  
  Improving Patient Satisfaction - Quantifying the Return on Investment 2  
  Linking Patient Satisfaction and Malpractice Risk  
Satisfaction Snapshot Archive