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Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
Stephanie G. Sherman , and V. Clayton Sherman Manufacturer: Jossey-Bass ProductGroup: Book Binding: Paperback  General
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ASIN: 0787943924 |
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.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
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Making It Right: Healthcare Service Recovery Tools, Techniques, And Best Practices (Press Ganey) (Press Ganey) (Press Ganey) (Press Ganey)
Paul Alexander Clark , and Mary P. Malone Manufacturer: HCPro, Inc. ProductGroup: Book Binding: Paperback Health Care Delivery
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ASIN: 1578397243 |
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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.
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Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager
Wendy Leebov , Gail Scott , and Lolma Olson Manufacturer: American Hospital Association ProductGroup: Book Binding: Paperback General
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ASIN: 1556482302 |
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An AHA Press/Jossey-Bass PublicationCustomer Reviews:
Well researched and quite useful but a complex application........1999-06-25
Great book. Chock full of service strategies for healthcare.......1998-12-26
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Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees (Ache Management Series)
Thom A. Mayer , and Robert J. Cates Manufacturer: Health Administration Press ProductGroup: Book Binding: Paperback General
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ASIN: 1567932282 |
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.
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Resolving Patient Complaints, Second Edition: A Step-By-Step Guide to Service Recovery
Liz A. Osborne Manufacturer: Jones and Bartlett Publishers, Inc. ProductGroup: Book Binding: Spiral-bound Customer Service
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ASIN: 0763726222 |
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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.
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The Satisfied Patient: A Guide to Preventing Malpractice Claims by Providing Excellent Customer Service,
James Saxton Manufacturer: Hcpro ProductGroup: Book Binding: Paperback Medical Law & Legislation
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ASIN: 1578392705 |
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Achieving Service Excellence: Strategies for Healthcare
Myron D. Fottler , Robert C. Ford , and Cherrill P. Heaton Manufacturer: Health Administration Press ProductGroup: Book Binding: Paperback Social Services & Welfare
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ASIN: 1567931901 |
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
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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 Management
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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
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Healthcare Customer Service Revolution: the Growing Impact of Managed Care on Patient Satisfaction
David H. Zimmerman , Peggy Zimmerman , Charles Lund , and David Zimmerman Manufacturer: McGraw-Hill Publishing Co ProductGroup: Book Binding: Hardcover Customer Service
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ASIN: 0786308931 |
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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.
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Resolving Complaints for Professionals in Health Care
Manufacturer: Authors Choice Press ProductGroup: Book Binding: Paperback Customer Service
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ASIN: 0595283616 |
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: