Includes bibliographical references (pages 411-429) and index.
CONTENTS NOTE
Text of Note
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.
0
SUMMARY OR ABSTRACT
Text of Note
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.
OTHER EDITION IN ANOTHER MEDIUM
Title
Achieving service excellence.
International Standard Book Number
9781567933277
TOPICAL NAME USED AS SUBJECT
Customer relations.
Medical care-- Customer services.
Patient satisfaction.
Anthropology, Education, Sociology and Social Phenomena.