Customer Service In Health Care

Author : Kristin Baird
Publisher : John Wiley & Sons
Page : 176 pages
File Size : 41,7 Mb
Release : 2014-07-25
Category : Health & Fitness
ISBN : 9781119020318

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Customer Service in Health Care by Kristin Baird Pdf

Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing

Author : Daniel Farb
Publisher : UniversityOfHealthCare
Page : 171 pages
File Size : 51,7 Mb
Release : 2005
Category : Medical
ISBN : 9781594912375

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Customer Care in Healthcare Guidebook by Daniel Farb Pdf

The Customer Care in Healthcare Guidebook the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines 4 Customer Care in Healthcare titles into one package. Titles included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version. Contact hour credits are available.

Author : Wendy Leebov,Wendy Leebov Ed D
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 51,7 Mb
Release : 2012-10-29
Category : Medical personnel and patient
ISBN : 1479364053

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Customer Service for Professionals in Health Care by Wendy Leebov,Wendy Leebov Ed D Pdf

Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.

Author : Mario A. Pfannstiel,Christoph Rasche
Publisher : Springer
Page : 535 pages
File Size : 52,6 Mb
Release : 2018-12-28
Category : Medical
ISBN : 9783030007492

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Service Design and Service Thinking in Healthcare and Hospital Management by Mario A. Pfannstiel,Christoph Rasche Pdf

This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.

Author : David H. Zimmerman,David R. Zimmerman,Peggy Zimmerman,Charles Lund
Publisher : Irwin Professional Publishing
Page : 217 pages
File Size : 51,6 Mb
Release : 1996-01
Category : Medical
ISBN : 0786308931

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The Healthcare Customer Service Revolution by David H. Zimmerman,David R. Zimmerman,Peggy Zimmerman,Charles Lund Pdf

Consumer groups, and officials of such major employers as American Express, the Minnesota Mining and Manufacturing Company, the Ameritech Corporation, and PepsiCo. All together they represented an estimated 80 million consumers of health insurance. Measuring the quality of care is the focus of The Healthcare Customer Service Resolution. It reports what patients currently think about the quality of the healthcare they receive. This book explores what employers, managed.

Author : David W Johnson
Publisher : McGraw Hill Professional
Page : 256 pages
File Size : 44,9 Mb
Release : 2019-09-02
Category : Business & Economics
ISBN : 9781260455588

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The Customer Revolution in Healthcare: Delivering Kinder, Smarter, Affordable Care for All by David W Johnson Pdf

Customer-centric, market-driven solutions for fixing America’s broken healthcare system—from one of the industry’s most innovative thought leaders. Healthcare accounts for nearly a fifth of the U.S. economy. Everyone agrees that the current system is broken and in desperate need of repair. It should cost less, tackle chronic disease, and promote health. It requires a massive shift in resources from acute services to better care management, behavioral health, and primary care services. The question isn’t what to do. It’s how to do it. The revolution starts by meeting and supporting consumers’ real health needs. It’s time for American healthcare to serve the people. This is The Customer Revolution in Healthcare. Written by leading healthcare strategist and commentator David W. Johnson, this groundbreaking book is more than a wake-up call. It’s a point-by-point action plan to: • Blow up the “Healthcare Industrial Complex” • Liberate data and empower consumers with technology • Promote agile, innovative, and customer-centric “platform” companies • Reduce costs, improve service, and generate superior outcomes • Deliver personalized care with precisions and compassion • Explain and address America’s self-created opioid crisis • Provide affordable and accessible health insurance for all • Turbocharge the U.S. economy • Foster healthier communities Revolutionary healthcare empowers patients and providers alike. Competitive healthcare companies reconfigure inefficient business models to deliver appropriate, accessible, holistic, and reliable care at lower costs. Caregivers engage patients with insight and compassion informed by real-time data and analytics. Payers reward health companies that deliver great outcomes and great service at competitive prices while keeping members as healthy as possible. Investors fund innovative companies whose products and services delight customers. And consumers receive compassionate, affordable, convenient healthcare that meets their needs. Most important, The Customer Revolution in Healthcare provides a robust framework for aligning economic incentives with patient needs to deliver better outcomes at lower costs with superior customer service. The future of healthcare belongs to innovative customer-centric health companies that deliver kinder, smarter, more affordable care—to all.

Author : Liz Osborne
Publisher : Jones & Bartlett Learning
Page : 234 pages
File Size : 42,6 Mb
Release : 1995
Category : Health facilities
ISBN : 9780834206748

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Resolving Patient Complaints by Liz Osborne Pdf

A comprehensive volume for establishing a patient service recovery program to handle both everyday & serious complaints, this guide offers a system that adapts many successful customer service techniques from other service industries to a health care setting.

Author : Wendy Leebov,Gail Scott,Lolma Olson,Wendy Leebov Ed D
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 54,5 Mb
Release : 2012-09-30
Category : Consumer satisfaction
ISBN : 1480100498

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Achieving Impressive Customer Service by Wendy Leebov,Gail Scott,Lolma Olson,Wendy Leebov Ed D Pdf

Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: - Managers of service lines, ancillary services and support service in hospitals and systems - Administrators who want to provide managers with powerful tools for making improvements - Managers in managed care, ambulatory care, medical practices, home care and long-term care - Administrative physicians - Professionals in training, education, and organization development - Change agents and consultants - Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you!

Author : Institute of Medicine,Board on Health Care Services,Committee on the Health Professions Education Summit
Publisher : National Academies Press
Page : 191 pages
File Size : 41,6 Mb
Release : 2003-07-01
Category : Medical
ISBN : 9780309133197

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Health Professions Education by Institute of Medicine,Board on Health Care Services,Committee on the Health Professions Education Summit Pdf

The Institute of Medicine study Crossing the Quality Chasm (2001) recommended that an interdisciplinary summit be held to further reform of health professions education in order to enhance quality and patient safety. Health Professions Education: A Bridge to Quality is the follow up to that summit, held in June 2002, where 150 participants across disciplines and occupations developed ideas about how to integrate a core set of competencies into health professions education. These core competencies include patient-centered care, interdisciplinary teams, evidence-based practice, quality improvement, and informatics. This book recommends a mix of approaches to health education improvement, including those related to oversight processes, the training environment, research, public reporting, and leadership. Educators, administrators, and health professionals can use this book to help achieve an approach to education that better prepares clinicians to meet both the needs of patients and the requirements of a changing health care system.

Author : Myron D. Fottler,Robert Clayton Ford,Cherrill P. Heaton
Publisher : Unknown
Page : 452 pages
File Size : 42,7 Mb
Release : 2002
Category : Business & Economics
ISBN : CORNELL:31924090163167

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Achieving Service Excellence by Myron D. Fottler,Robert Clayton Ford,Cherrill P. Heaton Pdf

On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. Compete successfully in today's customer-driven market. Enhance your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing superior service.

Author : Thom Mayer
Publisher : ACHE Management
Page : 0 pages
File Size : 41,6 Mb
Release : 2014
Category : Medical
ISBN : 1567936423

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Leadership for Great Customer Service by Thom Mayer Pdf

Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Author : Leebov,Wendy Leebov, Ed.D.
Publisher : Mosby Elsevier Health Science
Page : 60 pages
File Size : 48,7 Mb
Release : 1995-01-01
Category : Medical personnel and patient
ISBN : 0815153139

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Customer Service in Health Care by Leebov,Wendy Leebov, Ed.D. Pdf

Author : Regina E. Herzlinger
Publisher : John Wiley & Sons
Page : 930 pages
File Size : 52,9 Mb
Release : 2004-03-22
Category : Medical
ISBN : 0787972169

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Consumer-Driven Health Care by Regina E. Herzlinger Pdf

Professor Herzlinger documents how the consumer-driven health caremovement is being implemented and its impact on insurers,providers, new intermediaries, and governments. With additionalcontributions by health care's leading strategists,innovators, regulators and scholars, Consumer-Driven HealthCare presents a compelling vision of a health care system builtto satisfy the people it serves. This comprehensive resource includes the most important thinkingon the topic and compelling case studies of consumer-driven healthcare (CDHC) in action, here and abroad, including newconsumer-driven intermediaries for information and support; typesof insurance plans; focused factories for delivering health care;personalized drugs and devices; and government roles.

Author : Stephanie G. Sherman,V. Clayton Sherman
Publisher : Jossey-Bass
Page : 400 pages
File Size : 42,9 Mb
Release : 1998-12-18
Category : Business & Economics
ISBN : IND:30000061223909

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Total Customer Satisfaction by Stephanie G. Sherman,V. Clayton Sherman Pdf

Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance." --Quint Studer, president, Baptist Hospital, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates

Author : Charles McConnell
Publisher : Jones & Bartlett Learning
Page : 619 pages
File Size : 53,8 Mb
Release : 2010-10-25
Category : Business & Economics
ISBN : 9780763766214

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Umiker's Management Skills for the New Health Care Supervisor by Charles McConnell Pdf

Todays healthcare supervisors are continuously faced with smaller budgets, fewer workers, greater responsibilities and time pressure. The all new Fifth Edition of Umikers Management Skills for the New Health Care Supervisor continues to provide valuable information for future health care managers and supervisors who must address these challenges daily. Written primarily for those who have little to no management training, Umikers offers practical suggestions for improving effectiveness both as a supervisor and as an organization. Ideal for students in junior undergraduate, community, and career college programs, author Charles McConnell maintains Bill Umikers clear, jargon-free writing style.