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From The CriticsReviewer: Mike Stoecklein, BS, BA, MA (American Society For Quality)
Description: This book provides an overview of some of the major considerations for healthcare organizations regarding the strategies to improve the "service side" of quality.
Purpose: This book is an attempt to organize and present the best available practices and information related to providing patients with a superb total healthcare experience. This is a worthy objective, which the book meets.
Audience: The book is written for healthcare management practitioners with adminstrative responsibilities. The authors have adequate credibility in the subject.
Features: This book covers a broad number of topics related to providing excellent service in healthcare institutions. The broad approach is appropriate because many systemic factors influence the experience of patients and their families. Two attributes of this book stand out: the scope of topics covered and examples of organizations that have made progress to improve the level of service that they provide.
Assessment: The book is of high quality and should be a valuable supplement to other books that address strategies to improve the healthcare experience for customers. It should be particularly helpful to senior-level executives who understand their unique (and undelegatable) responsibility to make certain that patients and families recieve the highest levels of service excellence.