Achieving service excellence strategies for healthcare - Fottler, Myron D. (Health Administration Press, 2002)
Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002
Includes bibliographical references
The Principles of Achieving Service Excellence -- - The Healthcare Service Strategy -- - Healthcare and the New Consumerism -- - The Rise of the New Customer -- - Market Trends -- - Lessons from Benchmark Organizations -- - Three Fundamental Concepts -- - The Customer As Guest -- - What is Guestology? -- - The Nature of Service -- - The Nature of Service Products -- - The Healthcare Experience -- - Quality, Cost, and Value -- - Meeting Customer Expectations Through Planning -- - The Healthcare Planning Process -- - External Assessment -- - Internal Assessment -- - The Service Strategy -- - The Action Plans -- - Creating a Healing Environment -- - The Importance of the Service Setting -- - Environmental Dimensions -- - The Servicescape -- - The Healing Environment -- - Developing a Culture of Customer Service -- - The Role of Leaders in Defining and Teaching a Customer-Focused Culture -- - The Importance of the Culture -- - Basic Elements of Culture -- - Communicating the Culture -- - Teaching the Culture -- - Changing the Culture -- - The Healthcare Service Staff -- - Staffing for Customer Service -- - The Importance of Employees -- - Worker Shortage -- - Service Lovers -- - Selection Process -- - Recruitment Process -- - Screening and Interviewing Applicants -- - Other Staffing Considerations -- - Training for Customer Service -- - Employee Training -- - Elements of Training -- - Development of a Training Program -- - Training Methods -- - Employee Development -- - Motivation and Empowerment -- - Motivating Employees -- - Work Teams -- - Empowering Employees -- - Involving the Patient and Family in Coproduction
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