| Edition |
2nd ed. |
| Description |
1 online resource (xv, 440 pages). |
|
text txt rdacontent |
|
computer c rdamedia |
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online resource cr rdacarrier |
| Series |
ACHE management series |
|
Management series (Ann Arbor, Mich.)
|
| Bibliography |
Includes bibliographical references (pages 411-429) and index. |
| Note |
Print version record. |
| Contents |
Healthcare service strategy -- Healthcare and the new consumerism -- Customer as a guest -- Meeting customer expectations through planning -- Creating a healing environment -- Developing a culture of customer service -- Healthcare service staff -- Staffing for customer service -- Training for customer service -- Motivation and empowerment -- Involving the patient and family in coproduction -- Healthcare service systems -- Communicating information to customers -- Delivering the service -- Waiting for healthcare service -- Fixing healthcare service problems -- Measuring the quality of the healthcare experience -- Leading the way to healthcare excellence. |
| Language |
English. |
| Summary |
This book offers a plan for successfully competing in today's competitive healthcare marketplace by presenting the theories, methods, and techniques behind delivering an excellent healthcare experience. |
| Subject |
Medical care -- Customer services.
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Patient satisfaction.
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Customer relations.
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Medical care -- Quality control.
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Clinical competence.
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Health services administration.
|
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Medical personnel.
|
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Consumer satisfaction.
|
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Vocational qualifications.
|
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Organization.
|
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Medical care.
|
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Patient compliance.
|
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Health attitudes.
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Public relations.
|
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Quality Assurance, Health Care |
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Clinical Competence |
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Health Services Administration |
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Efficiency, Organizational |
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Patient Satisfaction |
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Primary Health Care |
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Health Occupations |
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Comprehensive Health Care |
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Consumer Behavior |
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Quality of Health Care |
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Health Care Quality, Access, and Evaluation. |
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Professional Competence |
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Organization and Administration |
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Delivery of Health Care |
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Health Care Evaluation Mechanisms |
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Patient Acceptance of Health Care |
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Attitude to Health |
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Public Relations |
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Educational Measurement |
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Patient Care Management |
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Disciplines and Occupations. |
|
Education |
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Anthropology, Education, Sociology and Social Phenomena. |
|
Patient Care |
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Patients -- Satisfaction.
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Soins médicaux -- Qualité -- Contrôle.
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Compétence clinique.
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Services de santé -- Administration.
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Soins de santé primaires.
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Personnel médical.
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Consommateurs -- Satisfaction.
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Qualifications professionnelles.
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Organisation.
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Prestation de soins.
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Patients -- Coopération.
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Attitudes à l'égard de la santé.
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Relations publiques.
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Soins médicaux -- Service à la clientèle.
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Soins médicaux.
|
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public relations.
|
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MEDICAL -- Administration.
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MEDICAL -- Practice Management & Reimbursement.
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Vocational qualifications
|
|
Public relations
|
|
Patient compliance
|
|
Organization
|
|
Medical personnel
|
|
Medical care -- Quality control
|
|
Medical care
|
|
Health services administration
|
|
Health attitudes
|
|
Consumer satisfaction
|
|
Clinical competence
|
|
Customer relations
|
|
Patient satisfaction
|
|
Medical Professional Practice.
|
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Medicine.
|
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Health & Biological Sciences.
|
| Added Author |
Ford, Robert C. (Robert Clayton), 1945-
|
|
Heaton, Cherrill P.
|
| Other Form: |
Print version: Fottler, Myron D. Achieving service excellence. 2nd ed. Chicago : Health Administration Press, ©2010 9781567933277 (DLC) 2009037788 (OCoLC)454359558 |
| ISBN |
9781441638915 (electronic bk.) |
|
1441638911 (electronic bk.) |
|
9781567933277 (alk. paper) |
|
1567933270 (alk. paper) |
| Standard No. |
AU@ 000051428165 |
|
DEBBG BV043082937 |
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DEBSZ 421899034 |
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GBVCP 803140932 |
