ITEMS IN FPM ON TOPIC:

Service quality

Jan 2003 Issue
Open Access as an Alternative to Patient Combat [Improving Patient Care]

The author explains how he made himself more available to patients (by handing our his home phone number, taking his own call and implementing "open access" scheduling) and shares the positive results he has seen (improved patient satisfaction, improved financial performance and a shorter physician work week).


Jun 2002 Issue
Achieving a More Minority-Friendly Practice [Feature]

Starting from an overview of the culture biases that exist in the health care community, the article suggests ways for family physicians to evaluate their practices and create a more "minority-friendly" environment.


Apr 2002 Issue
Building a Mind-Set of Service Excellence [Feature]

This article will explain the importance of good service in health care, and it will offer tools and tips for assessing and improving a pra ctice's current level of service.


Feb 2001 Issue
Getting the Most From Your Phone System [Feature]

The author describes how practices can determine whether they should updgrade their phone systems to better meet patient demand, what an upgrade might involve, and how to go about it.


Nov-Dec 2000 Issue
Making Quality and Service Pay: Part 2, The External Environment [Feature]

The article will explain how physicians can pursue quality improvement (improving their practice systems and patient outcomes) without losing their shirts.


Oct 2000 Issue
Making Quality and Service Pay: Part 1, The Internal Environment [Feature]

The article will explain how physicians can pursue quality improvement (improving their practice systems and patient outcomes) without losing their shirts.


Jul-Aug 2000 Issue
'Problem Patients:' A Fresh Look at an Old Vexation [Feature]

This article offers instruction on how to identify difficult patients and how to deal with them constructively and with compassion and respect.


Jan 2000 Issue
The Emergence of Consumer-Driven Health Care [Feature]

The author reviews the health care landscape at the turn of the century, identifying challenges facing family physicians today.


Jun 1999 Issue
Improve Quality by Understanding Your Care Process [Improving Patient Care]

The article argues that a good process yields good outcomes. It shows how practices can use patient input to map out the patient care process and find ways to improve.


Jun 1999 Issue
Big Business and Bad Medicine [Editorial]

Editorial arguing that efforts to make medicine into big business are doomed to failure because they are economically unsound and because medicine is an art, not a business, and an art that depends on the doctor being set apart as special, not shoved into a slot with other "providers."


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