Achieving service excellence : strategies for healthcare /

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.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Fottler, Myron D.
Otros Autores: Ford, Robert C. (Robert Clayton), 1945-, Heaton, Cherrill P.
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Chicago, IL : Health Administration Press, ©2010.
Edición:2nd ed.
Colección:Management series (Ann Arbor, Mich.)
Temas:
Medical care > Customer services.
Patient satisfaction.
Customer relations.
Medical care > Quality control.
Clinical competence.
Health services administration.
Medical personnel.
Consumer satisfaction.
Vocational qualifications.
Organization.
Medical care.
Patient compliance.
Health attitudes.
Public relations.
Quality Assurance, Health Care
Clinical Competence
Health Services Administration
Efficiency, Organizational
Patient Satisfaction
Primary Health Care
Health Occupations
Comprehensive Health Care
Consumer Behavior
Quality of Health Care
Health Care Quality, Access, and Evaluation.
Professional Competence
Organization and Administration
Delivery of Health Care
Health Care Evaluation Mechanisms
Patient Acceptance of Health Care
Attitude to Health
Public Relations
Educational Measurement
Patient Care Management
Disciplines and Occupations.
Education
Anthropology, Education, Sociology and Social Phenomena.
Patient Care
Patients > Satisfaction.
Soins médicaux > Qualité > Contrôle.
Compétence clinique.
Services de santé > Administration.
Soins de santé primaires.
Personnel médical.
Consommateurs > Satisfaction.
Qualifications professionnelles.
Organisation.
Prestation de soins.
Patients > Coopération.
Attitudes à l'égard de la santé.
Relations publiques.
Soins médicaux > Service à la clientèle.
Soins médicaux.
public relations.
MEDICAL > Administration.
MEDICAL > Practice Management & Reimbursement.
Vocational qualifications
Public relations
Patient compliance
Organization
Medical personnel
Medical care > Quality control
Medical care
Health services administration
Health attitudes
Consumer satisfaction
Clinical competence
Customer relations
Patient satisfaction
Medical Professional Practice.
Medicine.
Health & Biological Sciences.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

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