Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital / Rhonda Dishongh [and others]
Front Cover; Contents; Dedications and Acknowledgments; Preface; About the Authors; The Story-What Really Happened ... ; Chapter 1 -- Begin to Spark; Chapter 2 -- Personalize to Motivate; Chapter 3 -- Serve to Lead; Chapter 4 -- Connect to Engage; Chapter 5 -- Fail, Then Account; Chapter 6 -- Succeed, Then Recognize; Chapter 7 -- Inject Fun to Release Pressure; Chapter 8 -- Measure to Coach; Chapter 9 -- Action Program Spirit to Achieve Excellence; Chapter 10 -- Get Help to Be Independent; Epilogue: One Year Later-Making It Stick Even When It Gets Sticky; Back Cover
Notes
Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success. Demonstrating how Community G
