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Synopsis
A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service
Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.
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From the Back Cover
Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.
About the Author
STEPHANIE G. SHERMAN is executive vice president of ManagementHouse, Inc. and is the author of Make Yourself Memorable, which wasadopted by the Newbridge Executive Program.
V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bassbook Creating the New American Hospital.
"About this title" may belong to another edition of this title.
- PublisherJossey-Bass
- Publication date1998
- ISBN 10 0787943924
- ISBN 13 9780787943929
- BindingPaperback
- Edition number1
- Number of pages400
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Softcover. Condition: Good. 1. A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas.--Irwin Press, president, Press, Ganey Associates, Inc.Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer ServiceTotal Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization. Seller Inventory # SONG0787943924
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TOTAL CUSTOMER SATISFACTION: A COMPREHENSIVE APPROACH FOR HEALTH CARE PROVIDERS
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Jossey-Bass Publishers, San Francisco, 1999
ISBN 10: 0787943924
ISBN 13: 9780787943929
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