Achieving Service Excellence, Second Edition

Author: Myron D. Fottler
Edition: Second
Binding: Paperback
ISBN: 1567933270

Achieving Service Excellence, Second Edition (Ache Management)

Information about customer service hits and misses is now more accessible to healthcare consumers.
Fottler (health services administration, U. of Central Florida) et al. explore the principles and best practices of quality service in the healthcare industry in relation to strategy, staffing, and the service system. They aim to help executives and managers implement a customer-focused service strategy and address service principles for creating a patient-centered environment, building a culture in which customers are treated like guests, strategic planning, training, motivating and empowering staff, measuring service quality, managing waits, and recovering from a service failure, as well as concepts like health information systems, measurement and feedback methods, and a service excellence model. Updated, this edition includes information on the significance of aligning strategy, staffing, and systems; evidence-based service management and design principles; customer relationship management; internet-based opportunities for various purposes, including communication information, marketing, recruitment, feedb
Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today s competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among

Achieving Service Excellence, Second Edition (Ache Management)

Achieving Service Excellence, Second Edition (Ache Management) - Cherrill P. Heaton, Myron D. Fottler, Robert C. Ford

Download Achieving Service Excellence, Second Edition

Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today s competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems
Among