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作者 Baird, Kristin
書名 Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellence
出版項 Somerset : John Wiley & Sons, Incorporated, 2000
©2000
國際標準書號 9781119020318 (electronic bk.)
9780787952518
book jacket
版本 1st ed
說明 1 online resource (179 pages)
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
系列 J-B AHA Press Ser
J-B AHA Press Ser
附註 Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence -- Contents -- List of Figures and Tables -- About the Author -- Preface -- Acknowledgments -- Chapter One: Why Customer Service? -- What Are the Standards of Behavior? -- The Golden Rule with a New Twist -- Expectations Are Higher in Health Care -- The Direct and Indirect Costs of a Bad Experience -- A Look at Revenue Loss -- What Reputation Can Do -- Don't Just Satisfy Them, Get Them Talking! -- Satisfaction or Excellence? -- What Would You Like Them to Say about You? -- Customer Service as It Relates to Business Development -- Summary -- References -- Chapter Two: Setting Your Course-Senior Leadership Takes the Wheel -- Top-Down Communication -- Articulating Core Values -- Articulating Organizational Values -- What Message Have You Given Managers? -- Leadership Skills Assessment -- Do You Have the Right People in Management? -- Leading toward a Corporate Culture of Service Excellence -- Making Sure All the Leadership Team Are on the Same Page -- Today's Health Care Managers -- Mentor, Monitor, and Measure -- Clarify What Is Expected of Managers -- Bottom-Line Results -- Reinforcing Positive Behavior -- Eliminating Problem Behavior -- It's Not a Program-It's a Way of Life -- Summary -- References -- Chapter Three: Championing Buy-In and Ownership- You Can't Do It Alone -- The Customer Service Champion -- Creating a Customer Service Team -- Lessons Learned from Team Member Selection -- Getting Support from the Top -- Creating a Team Mission Statement -- Defining Expectations of Team Members -- Ground Rules -- Team Goals -- Summary -- Chapter Four: Where Are You Now?-Establishing Your Baseline -- Gathering Baseline Data -- Baseline-the Patients' Perspective -- Baseline-the Employees' Perspective -- Baseline-the Medical Staff's Perspective
Seeing the Big Picture -- Summary -- Reference -- Chapter Five: Creating Meaningful Standards to Live By -- Why Create Standards for Customer Service Performance? -- Who Should Define the Standards? -- Look for Role Models -- Make It Their Idea -- Focus Group Objectives and Discussion Guide -- Conducting Focus Groups -- Scheduling the Groups -- Extending a Welcome -- Setting the Ground Rules -- Summarizing the Results -- Moving from Discussion to Specific Behaviors -- Summary -- References -- Chapter Six: The Training Sessions-Getting Everyone on the Same Page -- Seek First to Understand, Then to Be Understood -- One Size Doesn't Fit All-Understanding Unique Training Needs -- Management Training -- Tie the Message to Existing Policy -- Keep It Interesting -- Rethink the New-Employee Orientation -- Corporatewide Training -- Make Training Accessible and Diversified -- Who Should Be Included in the Training Sessions? -- Session Evaluations -- Graduating to a Second-Generation Customer Service Team -- Summary -- References -- Chapter Seven: Keeping the Effort Alive -- The Real Work Begins -- Departmental Action Plans -- Make Your Promise Visible -- Provide Patient Satisfaction Data -- Coach the Coaches -- Communication -- Employee Newsletters -- Bulletin Boards -- Annual Education Day -- Recognize, Reinforce, and Reward -- Coupons and Prizes -- Public Praise -- Formal Recognition Programs -- Cues to Signal One Another -- Hiring for Optimal Customer Service -- Summary -- Reference -- Chapter Eight: Customer Service Pointers for Physicians -- What Customer Service Means to Your Bottom Line -- Perception Is Reality -- Lip Service Just Won't Cut It with Your Staff -- Taking Small, Consistent Steps -- Are You a Patient Advocate? -- Customer Service and Risk Management -- Don't Forget Your Other Customers -- Colleagues -- Nurses -- Summary -- References
Chapter Nine: A Message for Nurses -- The Role of the Nurse in Influencing Patient Perceptions -- Communication-Make It GREAT! -- Greet with an Introduction -- Recap Previous Encounters or Treatments -- Explain What to Expect Next -- Ask for Questions -- Tell Them When They Can Expect to See You Again -- Rating Your Performance-You Be the Judge -- Promptness -- Empathy -- Information -- Respect -- Privacy -- Attitude -- Moments of Truth -- Applause, Applause -- Don't Forget Your Other Customers -- Phone Etiquette -- Summary -- Chapter Ten: Measuring Results -- Back to the Beginning-Quantifiable Data -- Patient Satisfaction -- Employee Satisfaction -- Physician Satisfaction -- Sharing the Results -- Qualitative Indicators of Success -- Small Steps Will Take You Miles -- Olympic Moments -- Who Else Should See Your Results? -- Summary -- Conclusion -- Index -- End User License Agreement
"A wonderful guide that every manager can use. Kristin Baird's advice helps health care leaders understand the need for great customer satisfaction." -Stephanie G. Sherman, author, Total Customer Satisfaction "Combines the inspiration of 'why to focus' on customer services with the real-life 'how-tos'. An excellent road map for health care leaders that provides direction and milestones in the journey toward a great customer service!" -Quint Studer, president, Baptist Hospital, Inc., of Pensacola, FL "The challenge of creating a thoroughly customer-orientated culture in a health care organization is so more fundamental than sAnding a few people off to the 'Disneyfied'.... The challenge, however, can be met-as this book demonstrates-if leadership appreciates the key role of middle managers and, as the author so wonderfully says, builds the culture 'from the ground up.' Filled with examples, techniques, and tips, the author comes from and speaks to the real world." -Terrence J. Rynne, president, Rynne Marketing Group, author of Healthcare Marketing in Transition
Description based on publisher supplied metadata and other sources
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2020. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries
鏈接 Print version: Baird, Kristin Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellence Somerset : John Wiley & Sons, Incorporated,c2000 9780787952518
主題 Medical care -- Customer services.;Patient satisfaction
Electronic books
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