Achieving Service Excellence: Strategies for Healthcare / Edition 1

Achieving Service Excellence: Strategies for Healthcare / Edition 1

by Myron D. Fottler, Robert C. Ford, Cherrill Heaton
     
 

ISBN-10: 1567931901

ISBN-13: 9781567931907

Pub. Date: 08/01/2002

Publisher: Health Administration Press

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

Overview

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.

Product Details

ISBN-13:
9781567931907
Publisher:
Health Administration Press
Publication date:
08/01/2002
Edition description:
AMERICAN COLLEGE OF HEALTHCARE EXEC
Pages:
421

Table of Contents

Forewordxv
Prefacexix
Acknowledgmentsxxii
The Principles of Achieving Service Excellencexxiv
IThe Healthcare Service Strategy1
1.Healthcare and the New Consumerism3
The Rise of the New Customer4
Market Trends7
Lessons from Benchmark Organizations13
Three Fundamental Concepts16
Conclusion19
Lessons Learned19
2.The Customer As Guest23
What is Guestology?24
The Nature of Service29
The Nature of Service Products33
The Healthcare Experience35
Quality, Cost, and Value41
Conclusion44
Lessons Learned45
3.Meeting Customer Expectations Through Planning49
The Healthcare Planning Process50
External Assessment53
Internal Assessment60
The Service Strategy65
The Action Plans68
Conclusion69
Lessons Learned71
4.Creating a Healing Environment73
The Importance of the Service Setting74
Environmental Dimensions82
The Servicescape87
The Healing Environment92
Conclusion97
Lessons Learned99
5.Developing a Culture of Customer Service103
The Role of Leaders in Defining and Teaching a Customer-Focused Culture104
The Importance of the Culture108
Basic Elements of Culture113
Communicating the Culture118
Teaching the Culture121
Changing the Culture125
Conclusion127
Lessons Learned128
IIThe Healthcare Service Staff131
6.Staffing for Customer Service133
The Importance of Employees134
Worker Shortage134
Service Lovers135
Selection Process137
Recruitment Process146
Screening and Interviewing Applicants154
Other Staffing Considerations158
Conclusion161
Lessons Learned161
7.Training for Customer Service167
Employee Training168
Elements of Training169
Development of a Training Program175
Training Methods179
Other Considerations187
Employee Development190
Conclusion192
Lessons Learned193
8.Motivation and Empowerment195
Motivating Employees195
Work Teams203
Empowering Employees211
Conclusion219
Lessons Learned220
9.Involving the Patient and Family in Coproduction223
Customers as Quasi-Employees223
Strategies for Involving Customers225
Advantages and Disadvantages of Coproduction230
Determining When Participation Makes Sense234
Conclusion240
Lessons Learned240
IIIThe Healthcare Service Systems243
10.Communicating Information to Customers245
The Value of Information Systems245
Information and the Service Product254
Information and the Service Setting255
Information and the Service Delivery System256
Advanced Information Systems260
Problems with Information Systems268
The Healthcare Organization as an Information System272
Conclusion275
Lessons Learned276
11.Delivering the Service279
Check the System First280
Analyze the System284
System Planning Techniques287
Cross-Functional Organizations304
Conclusion307
Lessons Learned307
12.Waiting for Healthcare Service309
The Importance of the Wait310
Capacity and Psychology311
The Reality of the Wait319
The Perception of the Wait327
Conclusion333
Lessons Learned333
13.Fixing Healthcare Service Problems337
Elements of a Service Problem338
Dissatisfied Customers' Response341
Handling of the Recovery345
Sources and Strategies346
Service Recovery354
Conclusion361
Lessons Learned362
14.Measuring the Quality of the Healthcare Experience367
Qualitative Methods368
Quantitative Methods377
Determining the Measure That Fits391
Conclusion393
Lessons Learned394
15.Leading the Way to Healthcare Excellence397
Strategy398
Staffing404
Systems409
Healthcare and the Future411
The Role of Leaders413
Conclusion419
Lessons Learned420
About the Authors421

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