Achieving service excellence: strategies for healthcare
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Chicago, IL
Health Administration Press
©2010
|
| Edition: | 2nd ed |
| Series: | Management series (Ann Arbor, Mich.)
|
| Subjects: | |
| Online Access: | FAW01 FAW02 Volltext |
| Item Description: | Includes bibliographical references (pages 411-429) and index 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 |
| Physical Description: | 1 Online-Ressource (xv, 440 pages) |
| ISBN: | 1441638911 9781441638915 9781567933277 |
Staff View
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV043082937 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 151126s2010 |||| o||u| ||||||eng d | ||
| 020 | |a 1441638911 |9 1-4416-3891-1 | ||
| 020 | |a 9781441638915 |9 978-1-4416-3891-5 | ||
| 020 | |a 9781567933277 |9 978-1-56793-327-7 | ||
| 035 | |a (OCoLC)608533153 | ||
| 035 | |a (DE-599)BVBBV043082937 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-1046 |a DE-1047 | ||
| 082 | 0 | |a 362.1068 |2 22 | |
| 100 | 1 | |a Fottler, Myron D. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Achieving service excellence |b strategies for healthcare |c Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton |
| 250 | |a 2nd ed | ||
| 264 | 1 | |a Chicago, IL |b Health Administration Press |c ©2010 | |
| 300 | |a 1 Online-Ressource (xv, 440 pages) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 490 | 0 | |a Management series (Ann Arbor, Mich.) | |
| 500 | |a Includes bibliographical references (pages 411-429) and index | ||
| 500 | |a 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 | ||
| 650 | 7 | |a MEDICAL / Administration |2 bisacsh | |
| 650 | 7 | |a MEDICAL / Practice Management & Reimbursement |2 bisacsh | |
| 650 | 4 | |a Medizin | |
| 650 | 4 | |a Medical care |x Customer services | |
| 650 | 4 | |a Patient satisfaction | |
| 650 | 4 | |a Customer relations | |
| 700 | 1 | |a Ford, Robert C. |e Sonstige |4 oth | |
| 700 | 1 | |a Heaton, Cherrill P. |e Sonstige |4 oth | |
| 856 | 4 | 0 | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 |x Aggregator |3 Volltext |
| 912 | |a ZDB-4-EBA | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-028507129 | ||
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 |l FAW01 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 |l FAW02 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
Record in the Search Index
| _version_ | 1804175476512522240 |
|---|---|
| any_adam_object | |
| author | Fottler, Myron D. |
| author_facet | Fottler, Myron D. |
| author_role | aut |
| author_sort | Fottler, Myron D. |
| author_variant | m d f md mdf |
| building | Verbundindex |
| bvnumber | BV043082937 |
| collection | ZDB-4-EBA |
| ctrlnum | (OCoLC)608533153 (DE-599)BVBBV043082937 |
| dewey-full | 362.1068 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 362 - Social problems and services to groups |
| dewey-raw | 362.1068 |
| dewey-search | 362.1068 |
| dewey-sort | 3362.1068 |
| dewey-tens | 360 - Social problems and services; associations |
| discipline | Soziologie |
| edition | 2nd ed |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>02608nmm a2200481zc 4500</leader><controlfield tag="001">BV043082937</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">151126s2010 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1441638911</subfield><subfield code="9">1-4416-3891-1</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781441638915</subfield><subfield code="9">978-1-4416-3891-5</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781567933277</subfield><subfield code="9">978-1-56793-327-7</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)608533153</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV043082937</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1046</subfield><subfield code="a">DE-1047</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">362.1068</subfield><subfield code="2">22</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Fottler, Myron D.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Achieving service excellence</subfield><subfield code="b">strategies for healthcare</subfield><subfield code="c">Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">2nd ed</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Chicago, IL</subfield><subfield code="b">Health Administration Press</subfield><subfield code="c">©2010</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (xv, 440 pages)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Management series (Ann Arbor, Mich.)</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references (pages 411-429) and index</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">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</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">MEDICAL / Administration</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">MEDICAL / Practice Management & Reimbursement</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Medizin</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Medical care</subfield><subfield code="x">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Patient satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Ford, Robert C.</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Heaton, Cherrill P.</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-028507129</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553</subfield><subfield code="l">FAW01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553</subfield><subfield code="l">FAW02</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV043082937 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:16:54Z |
| institution | BVB |
| isbn | 1441638911 9781441638915 9781567933277 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028507129 |
| oclc_num | 608533153 |
| open_access_boolean | |
| owner | DE-1046 DE-1047 |
| owner_facet | DE-1046 DE-1047 |
| physical | 1 Online-Ressource (xv, 440 pages) |
| psigel | ZDB-4-EBA ZDB-4-EBA FAW_PDA_EBA |
| publishDate | 2010 |
| publishDateSearch | 2010 |
| publishDateSort | 2010 |
| publisher | Health Administration Press |
| record_format | marc |
| series2 | Management series (Ann Arbor, Mich.) |
| spelling | Fottler, Myron D. Verfasser aut Achieving service excellence strategies for healthcare Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton 2nd ed Chicago, IL Health Administration Press ©2010 1 Online-Ressource (xv, 440 pages) txt rdacontent c rdamedia cr rdacarrier Management series (Ann Arbor, Mich.) Includes bibliographical references (pages 411-429) and index 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 MEDICAL / Administration bisacsh MEDICAL / Practice Management & Reimbursement bisacsh Medizin Medical care Customer services Patient satisfaction Customer relations Ford, Robert C. Sonstige oth Heaton, Cherrill P. Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 Aggregator Volltext |
| spellingShingle | Fottler, Myron D. Achieving service excellence strategies for healthcare MEDICAL / Administration bisacsh MEDICAL / Practice Management & Reimbursement bisacsh Medizin Medical care Customer services Patient satisfaction Customer relations |
| title | Achieving service excellence strategies for healthcare |
| title_auth | Achieving service excellence strategies for healthcare |
| title_exact_search | Achieving service excellence strategies for healthcare |
| title_full | Achieving service excellence strategies for healthcare Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton |
| title_fullStr | Achieving service excellence strategies for healthcare Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton |
| title_full_unstemmed | Achieving service excellence strategies for healthcare Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton |
| title_short | Achieving service excellence |
| title_sort | achieving service excellence strategies for healthcare |
| title_sub | strategies for healthcare |
| topic | MEDICAL / Administration bisacsh MEDICAL / Practice Management & Reimbursement bisacsh Medizin Medical care Customer services Patient satisfaction Customer relations |
| topic_facet | MEDICAL / Administration MEDICAL / Practice Management & Reimbursement Medizin Medical care Customer services Patient satisfaction Customer relations |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 |
| work_keys_str_mv | AT fottlermyrond achievingserviceexcellencestrategiesforhealthcare AT fordrobertc achievingserviceexcellencestrategiesforhealthcare AT heatoncherrillp achievingserviceexcellencestrategiesforhealthcare |