| Document Type
|
:
|
BL
|
| Record Number
|
:
|
1013500
|
| Doc. No
|
:
|
b767870
|
| Main Entry
|
:
|
Fottler, Myron D.
|
| Title & Author
|
:
|
Achieving service excellence : : strategies for healthcare /\ Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.
|
| Edition Statement
|
:
|
2nd ed.
|
| Publication Statement
|
:
|
Chicago, IL :: Health Administration Press,, ©2010.
|
| Series Statement
|
:
|
ACHE management series
|
| Page. NO
|
:
|
1 online resource (xv, 440 pages).
|
| ISBN
|
:
|
1441638911
|
|
|
:
|
: 9781441638915
|
|
|
:
|
1567933270 (alk. paper)
|
|
|
:
|
9781567933277
|
| Bibliographies/Indexes
|
:
|
Includes bibliographical references (pages 411-429) and index.
|
| 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.
|
| Abstract
|
:
|
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.
|
| Subject
|
:
|
Customer relations.
|
| Subject
|
:
|
Medical care-- Customer services.
|
| Subject
|
:
|
Patient satisfaction.
|
| Subject
|
:
|
Anthropology, Education, Sociology and Social Phenomena.
|
| Subject
|
:
|
Attitude to Health.
|
| Subject
|
:
|
Clinical Competence.
|
| Subject
|
:
|
Comprehensive Health Care.
|
| Subject
|
:
|
Consumer Behavior.
|
| Subject
|
:
|
Delivery of Health Care.
|
| Subject
|
:
|
Disciplines and Occupations.
|
| Subject
|
:
|
Education.
|
| Subject
|
:
|
Educational Measurement.
|
| Subject
|
:
|
Efficiency, Organizational.
|
| Subject
|
:
|
Health Care Evaluation Mechanisms.
|
| Subject
|
:
|
Health Care Quality, Access, and Evaluation.
|
| Subject
|
:
|
Health Occupations.
|
| Subject
|
:
|
Health Services Administration.
|
| Subject
|
:
|
Organization and Administration.
|
| Subject
|
:
|
Patient Acceptance of Health Care.
|
| Subject
|
:
|
Patient Care Management.
|
| Subject
|
:
|
Patient Satisfaction.
|
| Subject
|
:
|
Primary Health Care.
|
| Subject
|
:
|
Professional Competence.
|
| Subject
|
:
|
Public Relations.
|
| Subject
|
:
|
Quality Assurance, Health Care.
|
| Subject
|
:
|
Quality of Health Care.
|
| Subject
|
:
|
Customer relations.
|
| Subject
|
:
|
Health Biological Sciences.
|
| Subject
|
:
|
Medical Professional Practice.
|
| Subject
|
:
|
MEDICAL-- Administration.
|
| Subject
|
:
|
MEDICAL-- Practice Management Reimbursement.
|
| Subject
|
:
|
Medicine.
|
| Subject
|
:
|
Patient satisfaction.
|
| Dewey Classification
|
:
|
362.1068
|
| LC Classification
|
:
|
R727.F684 2010eb
|
| Added Entry
|
:
|
Ford, Robert C., (Robert Clayton),1945-
|
|
|
:
|
Heaton, Cherrill P.
|