Book Description
A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer Service
Total Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.
Customer Reviews:
An Excellent Book!.......2000-04-07
An Excellent Book For All The Managers In Every Organisation....... A Must Read
Product Description
Introducing Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices, an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves high patient satisfaction, profitable financial returns, regulatory compliance, and measurable results. This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.
Book Description
An AHA Press/Jossey-Bass Publication
A comprehensive array of detailed, useful strategies to improve customer service are presented in this easy-to-use manual. Health care administrators, managers, and supervisors in any provider organization, regardless of size, will benefit from core service strategies like:
- Establishing high standards of customer service
- Helping staff hear the voice of the customer
- Hiring customer service pros
- Helping staff cope better in a stressful atmosphere
- Reducing anxiety to increase satisfaction
- and more!
Customer Reviews:
Well researched and quite useful but a complex application........1999-06-25
This is clearly a well researched volume based on accepted current business practices and their trappings. As a reference source on viable methods of addressing specific areas of non clinical service delivery, it is thorough and quite useful. However the me(physician/administrator) vs them feeling, that is an ongoing problem in practices, and which comes through repeatedly with the word "behavior" as one example, is bothersome. (The book might be more aptly titled: "Staff Selection and Motivation in Non Clinical Service") Still for Customer Service to be truly effective and continuing, it has to come from within and cannot be imposed from without. Training and service objectives need to resonate with each individual to be smoothly integrated and become more than a mechanical reaction to job performance requirements. Further Customer Service needs to be differentiated from clinical services such as explaining an IV. The prospect of a physician sitting down, reading this book and saying he/she is going to implement this, in all its complexity, is remote. He needs custom-tailored guidance and systems that run themselves as much as possible. The conclusion of the final chapter says, in essence, "you've got to do SOMETHING!" But what, which?
Great book. Chock full of service strategies for healthcare.......1998-12-26
I'm C.O.O at a rehab hospital. I've been reading Wendy's books on service improvement in healthcare for years. This newest one is really terrific, because the strategies she describes are ones I can use as an administrator and also get my managers to use...without the need for training. This book is a manual really...a real "how-to" book. It's worth buying one for every manager.
Book Description
Your organization can have a top-notch customer service plan fully supported by management, but if the bedside staff does not embrace the approach, it may as well not exist. The authors of this unique book suggest that the best way to get buy-in from provider staff is to show them how customer service can make their difficult job of clinical care easier.
Read this book to learn expert strategies and advice about connecting with your staff on their level. Use the stories, quotations, and training exercises to build a fully supported customer service program.
Ideas the book explores include:
Just as patients have a technical, clinical diagnosis, they also have a customer service diagnosis
The more patients know what to expect, the more they feel in control-and the happier they are
Complaint and compliment analysis (with trending over time) and instant feedback to the staff are essential
Because there is frequently a difference between provider expectations and the patient's expectation, leaders need to help staff learn to negotiate more effectively
Predetermined scripts help guide staff through predictable, frequent, and even problem-prone areas in your organization
The book's numerous examples can be used as scripts for many common situations. Share these examples with your staff to use as is or to spark the development of new scripts for situations that commonly arise at your organization.
Book Description
A step-by-step guide providing managers, physicians, and employees with the skills and tools necessary to respond to and review patient complaints and concerns about quality of care.
Average customer rating:
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Service Quality Improvement: The Customer Satisfaction Strategy for Health Care (J-B AHA Press)
Wendy Leebov , and
Gail Scott
Manufacturer: Jossey-Bass
ProductGroup: Book
Binding: Paperback
 Customer Service
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ASIN: 1556481101 |
Book Description
A variety of tools--including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition--demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.
Book Description
On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows.
Keep your customers from defecting to competing providers. Improve your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing first-rate service.
Find out how to:
Assess your organization to determine your core competencies
Empower patients and families to "coproduce" their own healthcare experience
Recruit and hire people who "love to serve"
Predict and plan the kinds of healthcare experiences customers will find satisfying
Train, motivate, and inspire employees to provide outstanding service
Manage the inevitable wait times for healthcare service
Prevent service failures and problems
Create and encourage a customer-focused culture
Develop action plans to implement customer service initiatives Use information technology to add quality and value to the healthcare experience
Average customer rating:
- The ultimate guide for achieving TQM patient satisfaction.
|
Ultimate Patient Satisfaction: Designing, Implementing, or Rejuvenating an Effective Patient Satisfaction and Tqm Program (HFMA Healthcare Financial Management)
John F. O'Malley
Manufacturer: McGraw-Hill Professional Publishing
ProductGroup: Book
Binding: Hardcover
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ASIN: 078631219X |
Book Description
Ultimate Patient Satisfaction: Designing, Implementing or Rejuvenating an Effective Patient Satisfaction and TQM Program is an in-depth, hands-on book which details the various approaches, steps and processes for creating an overall internal and external patient satisfaction program.
Written by healthcare consultant John F. O'Malley, Ultimate Patient Satisfaction gives you tools, tips, and techniques stressing such internal and external satisfaction points as: Focusing on your forgotten customer - Visitors!
Employee attitude can cost you
How to turn testimonials into referrals
Encouraging written complaints and how to deal with upset patients
Customer Reviews:
The ultimate guide for achieving TQM patient satisfaction........1997-06-13
Ultimate Patient Satisfaction propels one full steam into the real world of patient satisfaction and provides the mind set and tools for making a differentciating difference. No other book takes such a no holds barred approach to telling the truth about healthcare providers and their patient encounters. A must read for today's healthcare professionals and providers wanting to survive and thrive in a highly competitive world. Great source of information for rejuvenating an existing patient satisfaction program
Average customer rating:
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Healthcare Customer Service Revolution: the Growing Impact of Managed Care on Patient Satisfaction
DAVID ZIMMERMAN ,
Peggy Zimmerman , and
Charles Lund
Manufacturer: McGraw-Hill Book Company
ProductGroup: Book
Binding: Hardcover
Customer Service
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ASIN: 0786308931 |
Book Description
The Healthcare Customer Service Revolutionfocuses on measuring the quality of healthcare received by thousands of patients across the country. The number of discontented healthcare patients continues to increase, as does the number of employers and managed care payors who are willing to stand up for them and demand a better alternative. The provider who understands them importance of patient satisfaction will survive, and ones who do not, will not. This boo will be invaluable to you in your hospital's shift toward a more customer-focused healthcare setting.
Book Description
Raising awareness that customer complaints are a second chance to make things right for a customer, this short, practical, easy-to-read book helps healthcare employees who interact with patients, physicians, other customers and coworkers to handle complaints with courtesy, tact, creative problem-solving and follow-through. Highlighting the advantages of effective complaint handling or “service recovery”, this book provides a variety of case situations, self-assessment exercises and practice exercises for trying out and sharpening complaint-handling and complaint resolution skills. An excellent skill-builder for individual employees; also a great training tool for healthcare groups.
Books:
- Truth, Lies and Advertising : The Art of Account Planning
- Turning to One Another: Simple Conversations to Restore Hope to the Future
- Under the Radar: Talking to Today's Cynical Consumer
- What Clients Love: A Field Guide to Growing Your Business
- What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services
- What Your Doctor May Not Tell You About Children's Vaccinations
- Why We Buy: The Science Of Shopping
- Women & Money: Owning the Power to Control Your Destiny
- Working with Microsoft Dynamics(TM) CRM 3.0
- 2000 Miller Electronic Commerce Assurance Services: Electronic Paper and Reference Guide
Books Index
Books Home
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Patient Satisfaction: Understanding and Managing the Experience of Care, Second Edition (Management Series (Ann Arbor, Mich.).)
