Achieving Service Excellence: Strategies for Healthcare / Edition 1

Hardcover (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 97%)
Other sellers (Hardcover)
  • All (7) from $1.99   
  • New (2) from $24.95   
  • Used (5) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$24.95
Seller since 2005

Feedback rating:

(153)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
2002 Trade paperback New. No dust jacket as issued. New Softcover print. Book is from Bookstore Inventory and might have Slight shelfwear, Page edge Dinginess from being shelved ... or a Remainder mark. Book has been Bookstore Displayed: CRM Trade paperback (US). Glued binding. 422 p. Contains: Illustrations. Audience: General/trade. Read more Show Less

Ships from: Evans, GA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$50.00
Seller since 2014

Feedback rating:

(162)

Condition: New
Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by

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.
Read More Show Less

Editorial Reviews

Doody's Review Service
Reviewer: 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.
From The Critics
Combining real-world examples with recent research on service management, this guide presents information for executives and managers who want to implement a customer-focused service strategy and improve their customer service efforts. The book cites examples of how the best customer service organizations perform, and identifies how they measure and deliver an experience that exceeds customer expectations. The three main components of strategy, staff, and systems are examined. Fottler is director of Programs in Health Services Administration in the College of Health and Public Affairs at the University of Central Florida. Annotation c. Book News, Inc., Portland, OR

3 Stars from Doody
Read More Show Less

Product Details

  • ISBN-13: 9781567931907
  • Publisher: Health Administration Press
  • Publication date: 8/1/2002
  • Edition description: AMERICAN COLLEGE OF HEALTHCARE EXEC
  • Edition number: 1
  • Pages: 421

Table of Contents

Foreword xv
Preface xix
Acknowledgments xxii
The Principles of Achieving Service Excellence xxiv
I The Healthcare Service Strategy 1
1. Healthcare and the New Consumerism 3
The Rise of the New Customer 4
Market Trends 7
Lessons from Benchmark Organizations 13
Three Fundamental Concepts 16
Conclusion 19
Lessons Learned 19
2. The Customer As Guest 23
What is Guestology? 24
The Nature of Service 29
The Nature of Service Products 33
The Healthcare Experience 35
Quality, Cost, and Value 41
Conclusion 44
Lessons Learned 45
3. Meeting Customer Expectations Through Planning 49
The Healthcare Planning Process 50
External Assessment 53
Internal Assessment 60
The Service Strategy 65
The Action Plans 68
Conclusion 69
Lessons Learned 71
4. Creating a Healing Environment 73
The Importance of the Service Setting 74
Environmental Dimensions 82
The Servicescape 87
The Healing Environment 92
Conclusion 97
Lessons Learned 99
5. Developing a Culture of Customer Service 103
The Role of Leaders in Defining and Teaching a Customer-Focused Culture 104
The Importance of the Culture 108
Basic Elements of Culture 113
Communicating the Culture 118
Teaching the Culture 121
Changing the Culture 125
Conclusion 127
Lessons Learned 128
II The Healthcare Service Staff 131
6. Staffing for Customer Service 133
The Importance of Employees 134
Worker Shortage 134
Service Lovers 135
Selection Process 137
Recruitment Process 146
Screening and Interviewing Applicants 154
Other Staffing Considerations 158
Conclusion 161
Lessons Learned 161
7. Training for Customer Service 167
Employee Training 168
Elements of Training 169
Development of a Training Program 175
Training Methods 179
Other Considerations 187
Employee Development 190
Conclusion 192
Lessons Learned 193
8. Motivation and Empowerment 195
Motivating Employees 195
Work Teams 203
Empowering Employees 211
Conclusion 219
Lessons Learned 220
9. Involving the Patient and Family in Coproduction 223
Customers as Quasi-Employees 223
Strategies for Involving Customers 225
Advantages and Disadvantages of Coproduction 230
Determining When Participation Makes Sense 234
Conclusion 240
Lessons Learned 240
III The Healthcare Service Systems 243
10. Communicating Information to Customers 245
The Value of Information Systems 245
Information and the Service Product 254
Information and the Service Setting 255
Information and the Service Delivery System 256
Advanced Information Systems 260
Problems with Information Systems 268
The Healthcare Organization as an Information System 272
Conclusion 275
Lessons Learned 276
11. Delivering the Service 279
Check the System First 280
Analyze the System 284
System Planning Techniques 287
Cross-Functional Organizations 304
Conclusion 307
Lessons Learned 307
12. Waiting for Healthcare Service 309
The Importance of the Wait 310
Capacity and Psychology 311
The Reality of the Wait 319
The Perception of the Wait 327
Conclusion 333
Lessons Learned 333
13. Fixing Healthcare Service Problems 337
Elements of a Service Problem 338
Dissatisfied Customers' Response 341
Handling of the Recovery 345
Sources and Strategies 346
Service Recovery 354
Conclusion 361
Lessons Learned 362
14. Measuring the Quality of the Healthcare Experience 367
Qualitative Methods 368
Quantitative Methods 377
Determining the Measure That Fits 391
Conclusion 393
Lessons Learned 394
15. Leading the Way to Healthcare Excellence 397
Strategy 398
Staffing 404
Systems 409
Healthcare and the Future 411
The Role of Leaders 413
Conclusion 419
Lessons Learned 420
About the Authors 421
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)