The Best Patient Experience: Helping Physicians Improve Care, Satisfaction, and Scores

In today's healthcare environment, satisfying patients is essential to good medical care and business success. But physicians' chances of moving the needle on patient satisfaction are much higher if they have the support of their healthcare organization's leadership team. The Best Patient Experience: Helping Physicians Improve Care, Satisfaction, and Scores explains how healthcare leaders can help physicians improve their interactions with patients and achieve higher patient satisfaction scores. Written in a conversational style, the book is filled with tips, tools, templates, and resources leaders can employ to support physicians in their relationships with patients. Recognizing that the process for building a better patient experience is not easy, the book intersperses practical advice with anecdotes from the author and other healthcare leaders to provide context for working through these challenges. The resulting transformation creates an environment of personal gratification and professional pride that galvanizes not just the physicians but the entire organization. Features of the book include: A case study of a physician group that improved its patient satisfaction scores from the 20th percentile to the 99th percentile A dozen reasons leaders should care about patient satisfaction A six-step process for getting physicians to engage on patient satisfaction Typical objections of skeptical physicians and how to respond to them Advice on helping doctors sustain behavior changes to ensure success Tips on using patient satisfaction data A DIY approach to shadow coaching physicians

About the Author

Bo Snyder, FACHE, is a healthcare consultant, speaker, and coach. He began his career with Bronson Healthcare Group, serving in several administrative roles for 18 years. In his last few years with the organization, Snyder was deeply involved in efforts that led to Bronson's receipt of the Malcolm Baldrige National Quality Award in 2005. Inspired by the dramatic impact of the changes there, he formed his own consulting firm, Bo Snyder Consulting, Inc., to help other organizations similarly transform.

Snyder volunteers his time as a Baldrige examiner at the national and state levels, and he has led Baldrige teams and site visits. He has a passion for helping C-suite executives make decisions that have big impacts, and he is equally energized on the front line with the doctors, nurses, and others who directly benefit patients.