The Total Service Medical Practice: 17 Steps to Satisfying Your Internal and External Customers

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9781557386458: The Total Service Medical Practice: 17 Steps to Satisfying Your Internal and External Customers
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Managed care has forced physicians to become more service orientated. Not only are they concerned with the day-to-day activities such as payments for insurance companies and providing care for patients, but they are also concerned with maintaining quality service. This practical guide provides information on maintaining quality service in a physician's office. The text offers a model which explains the process for developing a service-driven medical practice. It expands the definition of customer to include both internal and external and examines identifying customers, creating a service promise, implementing specific processes, evaluating systems, and establishing a service recovery approach.

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Bradford, Vicky, Ph.D.
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Bradford, Vicky, Ph.D.
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