Achieving Service Excellence: Strategies for Healthcare / Edition 1

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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.
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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
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Product Details

  • ISBN-13: 9781567931907
  • Publisher: Health Administration Press
  • Publication date: 8/1/2002
  • 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
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