Service Savvy Health Care: One Goal at a Time (J-B AHA Press)

Type

Book

Authors

Wendy Leebov

Susan Afriat

Jeanne Presha

ISBN 10

1556482256

ISBN 13

9781556482250

Tags

Health, Fitness & Dieting, Hospital Administration, Practice Management & Reimbursement, Administration & Management

Description

For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service weaknesses that cut across all work teams. It provides the tools needed to engage all staff in accomplishing significant results by adopting and focusing on one service improvement goal at a time. A detailed model helps you plan for and implement service improvement to increase patient and staff satisfaction. The model is applied in the form of step-by-step, do-it-yourself tool kits that offer detailed guidance and concrete resources needed to achieve three specific objectives: Improving first impressions (meeting and greeting) Providing excellent explanations to customers Improving service recovery (effective complaint handling) - from Amzon

Number of Copies