Achieving service excellence : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.
Material type:
TextSeries: Management series (Ann Arbor, Mich.)Publication details: Chicago, IL : Health Administration Press, ©2010.Edition: 2nd edDescription: 1 online resource (xv, 440 pages)Content type: - text
- computer
- online resource
- 9781441638915
- 1441638911
- 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
- Patients -- Satisfaction
- Soins médicaux -- Qualité -- Contrôle
- Compétence clinique
- Services de santé -- Administration
- Soins de santé primaires
- Personnel médical
- Consommateurs -- Satisfaction
- Qualifications professionnelles
- Organisation
- Prestation de soins
- Patients -- Coopération
- Attitudes à l'égard de la santé
- Relations publiques
- public relations
- MEDICAL -- Administration
- MEDICAL -- Practice Management & Reimbursement
- Customer relations
- Patient satisfaction
- Medical Professional Practice
- Medicine
- Health & Biological Sciences
- 362.1068 22
- R727 .F684 2010eb
| Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds | |
|---|---|---|---|---|---|---|---|---|
eBook
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e-Library | EBSCO Medical | Available |
Includes bibliographical references (pages 411-429) and index.
Print version record.
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.
English.
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.
WorldCat record variable field(s) change: 650