The implications of advance directives on the health care institution

Article Abstract:

The Patient Self-Determination Act of 1990 (PSDA), requiring all health care services participating in Medicaid or Medicare to ask patients about the existence advance directives such as living wills or durable power of attorneys, or advance directives, will have far-reaching effects on the medical community. The PSDA will increase communication among patients, their families and health care industries. It empowers patients to make their own treatment decisions. Nearly 80% of physicians in a recent survey advocated advance directives.

Laws, regulations and rules, Physician and patient, Physician-patient relations, Advance directives (Medicine)

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Service recovery in health services organizations

Article Abstract:

Service recovery is a quality-management function whose aim is to change dissatisfied customers' negative perceptions and to maintain business relationships with those customers. Service recovery methods can be psychological or tangible, and they can be applied preventively, concurrently or post hoc. Psychological service-recovery methods include apologizing for poor service and explaining why it occurred.

Methods, Services, Health care industry, Consumer confidence

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