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Beziehungsmanagement im Arzt-Patient-Verhltnis
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Die in den letzten Jahren angestoenen Reformprojekte im Gesundheitswesen zielen auf die Frderung von Qualitt und Effizienz in der bundesdeutschen Gesundheitsversorgung ab und verndern die Anforderungen an das betriebswirtschaftliche Praxismanagement niedergelassener rzte. Mit der Absicht, eine hohe Patientenbindung zu erreichen, liegt die Herausforderung des rztlichen Dienstleistungserstellungsprozesses in der Bereitstellung einer qualitativ hochwertigen, den Bedrfnissen der Patienten entsprechenden Versorgungsleistung. Thomas Keller analysiert den Zusammenhang zwischen der Qualitt und den Ergebnisgren des rztlichen Dienstleistungsprozesses. Anhand einer empirischen Untersuchung berprft er den Einfluss der Potential-, Interaktions- und Prozessqualitt auf die Ergebnisqualitt, Patientenzufriedenheit und -bindung in verschiedenen Patientengruppen.
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