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Bestseller
BestsellerE-book
Author Fottler, Myron D.

Title Achieving service excellence : strategies for healthcare / Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton.

Publication Info. Chicago, IL : Health Administration Press, [2010]
©2010
Online access
Online eBook. Access restricted to current Rider University students, faculty, and staff.
Instructions for reading/downloading this eBook

Item Status

Edition 2nd ed.
Description 1 online resource (xv, 440 pages).
Physical Medium polychrome
Description text file
Series ACHE management series
Management series (Ann Arbor, Mich.)
Bibliography Includes bibliographical references (pages 411-429) and index.
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.
Local Note eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America
Subject Medical care -- Customer services.
Medical care.
Customer services.
Patient satisfaction.
Patient satisfaction.
Customer relations.
Customer relations.
Genre/Form Electronic books.
Subject Medical care.
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 book)
1441638911 (electronic book)
9781567933277 (alkaline paper)

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