Title Achieving service excellence : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton

Edition 2nd ed Published Chicago, IL : Health Administration Press, ©2010

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Description 1 online resource (xv, 440 pages) Series ACHE management series Management series (Ann Arbor, Mich.) Contents Healthcare service strategy -- Healthcare and the new consumerism -- Customer as a guest -- Meeting customer expectations through planning -- Creating a healing environment -- Developing a culture of customer service -- Healthcare service staff -- Staffing for customer service -- Training for customer service -- Motivation and empowerment -- Involving the patient and family in coproduction -- Healthcare service systems -- Communicating information to customers -- Delivering the service -- Waiting for healthcare service -- Fixing healthcare service problems -- Measuring the quality of the healthcare experience -- Leading the way to healthcare excellence Summary This book offers a plan for successfully competing in today's competitive healthcare marketplace by presenting the theories, methods, and techniques behind delivering an excellent healthcare experience Bibliography Includes bibliographical references (pages 411-429) and index Notes English Print version record Subject Medical care -- Customer services Patient satisfaction. Customer relations. Medical care -- Quality control. Clinical competence. Health services administration. Medical personnel. Consumer satisfaction. Vocational qualifications. Organization. Medical care. Patient compliance. Health attitudes. Public relations. Quality Assurance, Health Care Clinical Competence Health Services Administration Efficiency, Organizational Patient Satisfaction Primary Health Care Health Occupations Comprehensive Health Care Consumer Behavior Quality of Health Care Health Care Quality, Access, and Evaluation Professional Competence Organization and Administration Delivery of Health Care Health Care Evaluation Mechanisms Patient Acceptance of Health Care Attitude to Health Public Relations Educational Measurement Patient Care Management Disciplines and Occupations Education Anthropology, Education, Sociology and Social Phenomena Patient Care public relations. MEDICAL -- Administration. MEDICAL -- Practice Management & Reimbursement. Vocational qualifications Public relations Patient compliance Organization Medical personnel Medical care -- Quality control Medical care Health services administration Health attitudes Consumer satisfaction Clinical competence Customer relations Patient satisfaction Medical Professional Practice. Medicine. Health & Biological Sciences. Form Electronic book Author Ford, Robert C. (Robert Clayton), 1945- Heaton, Cherrill P. LC no. 2009037788 ISBN 9781441638915 1441638911

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