Achieving service excellence [electronic resource] : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.
by
Fottler, Myron D.
ISBN
:
9781441638915
Title
:
Achieving service excellence [electronic resource] : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.
Author
:
Fottler, Myron D.
Personal Author
:
Fottler, Myron D.
Edition
:
2nd ed.
Publication Information
:
Chicago, IL : Health Administration Press, ©2010.
Physical Description
:
1 online resource (xv, 440 pages).
Series
:
ACHE management series
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.
Local Note
:
eBooks on EBSCOhost
Subject Term
:
Medical care -- Customer services.
Patient satisfaction.
Customer relations.
Added Author
:
Ford, Robert C. (Robert Clayton), 1945-
Heaton, Cherrill P.
Format
:
Electronic Resources
Electronic Access
:
Publication Date
:
2010
Publication Information
:
Chicago, IL : Health Administration Press, ©2010.
Shelf Number | Material Type | Copy | Shelf Location | Status |
---|
362.1068 22 | 1:E-BOOK | 1 | 1:ONLINE | Available for online access and/or download |