How to increase economic returns and reduce liability exposure: Part 1--Patient satisfaction as an economic tool.

This two-part article outlines a process whereby practices can enhance profitability and reduce malpractice risks. The key is involvement of all parties. First, providers at all levels, including physicians, must understand the factors that promote patient satisfaction. Next, patients must become incorporated into the diagnostic and therapeutic process. That they be allowed to do so requires a shift in providers' attitudes from one of authority figure to co-manager of care. Various methods are described to help staff, providers and patients communicate better. Specific tools to increase patient involvement are outlined.