Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Excellence (AHA Press)
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More About This Title Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Excellence (AHA Press)
English
List of Figures and Tables About the Author Preface Acknowledgements
1. Why Customer Service
2. Setting Your Course - Senior Leadership that Takes the Wheel
3. Championing Buy-In and Ownership - You Can't Do It Alone
4. Where Are You Now? - Establishing Your Baseline
5. Creating Meaningful Standards to Live By
6. The Training Sessions - Getting Everyone on the Same Page
7. Keeping the Effort Alive
8. Customer Service Pointers for Physicians
9. A Message for Nurses
10. Measuring Results
Index
1. Why Customer Service
2. Setting Your Course - Senior Leadership that Takes the Wheel
3. Championing Buy-In and Ownership - You Can't Do It Alone
4. Where Are You Now? - Establishing Your Baseline
5. Creating Meaningful Standards to Live By
6. The Training Sessions - Getting Everyone on the Same Page
7. Keeping the Effort Alive
8. Customer Service Pointers for Physicians
9. A Message for Nurses
10. Measuring Results
Index
English
"The challenge of creating a thoroughly customer-orientated culture in a health care organization is so more fundamental than sending a few people off to the 'Disneyfied'. . . The challenge, however, can be met--as this book demonstrates--if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filled with examples, techniques, and tips, the author comes from and speaks to the real world." —Terrence J. Rynne, president, Rynne Marketing Group, author of Healthcare Marketing in Transition
