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Achieving patient satisfaction in a high stress health environment

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Authors
Callender, Guy
Meunier, C.
Rebolar-Lazaro, I.
Date
2011
Type
Conference Paper

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Citation
Callender, Guy and Meunier, Catherine and Rebollar-Lazaro, Itziar. 2011. Achieving patient satisfaction in a high stress health environment, in Nejdet, D. and Fuxman, L. and Victor, F. and Rivera-Solis, L. (ed), Fulfilling the worldwide sustainability challenge: Strategies, innovation and perspectives for forward momentum in turbulent times, Thirteenth annual international conference of the Global Business and Technology Association, Jul 12-16 2011, pp. 53-62. Istanbul, Turkey: EBSCO Publishing
Source Title
Proceedings of the thirteenth annual international conference of the Global Business and Technology Association
Source Conference
Global Business and Technology Association. Fulfilling the worldwide sustainability challenge: Strategies , innovation and perspectives for forward momentum in turbulent times
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CBS - Faculty Office
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Abstract

The development of in vitro fertilisation (IVF) has created a new branch of medical science that has the potential to bring great happiness to those who achieve successful pregnancies and long periods of misery to those who are unsuccessful. As a part of some wider research into the support needs of clients, this paper addresses some of the challenges of managing patient satisfaction in an area of health sciences that is associated with high levels of patient uncertainty and also high aspiration for positive outcomes. The authors have used the literature of the business sector, especially retailing and marketing, to explore the key parameters of patient satisfaction and the outcomes have relevance for both medical practice and customer service.