Achieving service excellence: strategies for healthcare
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Chicago, IL
Health Administration Press
©2002
|
| Series: | Management series (Ann Arbor, Mich.)
|
| Subjects: | |
| Online Access: | FAW01 FAW02 Volltext |
| Item Description: | 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 Annotation |
| Physical Description: | 1 Online-Ressource (xxiii, 422 pages) |
| ISBN: | 0585426392 1567931901 9780585426396 9781567931907 |
Staff View
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| 500 | |a Includes bibliographical references | ||
| 500 | |a 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 | ||
| 500 | |a Annotation | ||
| 650 | 4 | |a Health Services Administration | |
| 650 | 4 | |a Quality Assurance, Health Care / methods | |
| 650 | 4 | |a Clinical Competence | |
| 650 | 4 | |a Efficiency, Organizational | |
| 650 | 4 | |a Patient Satisfaction | |
| 650 | 4 | |a Primary Health Care / methods | |
| 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 | |
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Record in the Search Index
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| dewey-full | 362.1/068 |
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| dewey-ones | 362 - Social problems and services to groups |
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| isbn | 0585426392 1567931901 9780585426396 9781567931907 |
| language | English |
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| publisher | Health Administration Press |
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| 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 Chicago, IL Health Administration Press ©2002 1 Online-Ressource (xxiii, 422 pages) txt rdacontent c rdamedia cr rdacarrier Management series (Ann Arbor, Mich.) 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 Annotation Health Services Administration Quality Assurance, Health Care / methods Clinical Competence Efficiency, Organizational Patient Satisfaction Primary Health Care / methods 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=72546 Aggregator Volltext |
| spellingShingle | Fottler, Myron D. Achieving service excellence strategies for healthcare Health Services Administration Quality Assurance, Health Care / methods Clinical Competence Efficiency, Organizational Patient Satisfaction Primary Health Care / methods 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 | Health Services Administration Quality Assurance, Health Care / methods Clinical Competence Efficiency, Organizational Patient Satisfaction Primary Health Care / methods MEDICAL / Administration bisacsh MEDICAL / Practice Management & Reimbursement bisacsh Medizin Medical care Customer services Patient satisfaction Customer relations |
| topic_facet | Health Services Administration Quality Assurance, Health Care / methods Clinical Competence Efficiency, Organizational Patient Satisfaction Primary Health Care / methods 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=72546 |
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