Service Quality Improvement: The Customer Satisfaction Strategy for Health Care

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9780595455584: Service Quality Improvement: The Customer Satisfaction Strategy for Health Care
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A goldmine of approaches to help you build a service-oriented culture and focus all employees on service excellence and continuous service improvement. Described as “the bible of service improvement strategy”. Tailored to the needs of administrators, strategy coaches, middle managers, consultants, teams and task force members, this book presents the nuts and bolts of a systems approach to service improvement. The best-practice tools and processes described help you align your organization’s cultural practices and every program, department and individual’s behavior with your service mission.

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A variety of tools—including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition—demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.

About the Author:

Wendy Leebov consults with healthcare organizations on how to build a culture of care with compassion and provide healing environments for patients. Wendy is president of Wendy Leebov Inc. Previously VP, Human Resources at Albert Einstein Healthcare Network, Wendy has written more than ten books and provides keynote speeches, leadership workshops and strategy consulting for health care organizations. She received her doctorate from the Harvard Graduate School of Education.

Gail Scott is president of Gail Scott Associates. An accomplished author and speaker, she consults with healthcare organizations on service quality improvement and leadership development. She received her M.A. degree from Beaver College and is currently on the faculty for the American College of Healthcare Executives.

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9781556481109: Service Quality Improvement: The Customer Satisfaction Strategy for Health Care (J-B AHA Press)

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ISBN 10:  1556481101 ISBN 13:  9781556481109
Publisher: Jossey-Bass, 1993
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