Achieving service excellence : (Record no. 89634)

MARC details
000 -LEADER
fixed length control field 04639cam a2200973Ia 4500
001 - CONTROL NUMBER
control field ocn608533153
003 - CONTROL NUMBER IDENTIFIER
control field OCoLC
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20221128211221.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION
fixed length control field m d
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cnu---unuuu
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 100422s2010 ilu ob 001 0 eng d
040 ## - CATALOGING SOURCE
Original cataloging agency N$T
019 ## -
-- 609819048
-- 961674993
-- 962656776
-- 995770725
-- 1058381286
-- 1059055716
-- 1060195692
-- 1096236356
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN 9781441638915
Qualifying information (electronic bk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
ISBN 1441638911
Qualifying information (electronic bk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Cancelled/invalid ISBN 9781567933277
Qualifying information (alk. paper)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Cancelled/invalid ISBN 1567933270 (alk. paper)
035 ## - SYSTEM CONTROL NUMBER
System control number 309553
-- (N$T)
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)608533153
Canceled/invalid control number (OCoLC)609819048
-- (OCoLC)961674993
-- (OCoLC)962656776
-- (OCoLC)995770725
-- (OCoLC)1058381286
-- (OCoLC)1059055716
-- (OCoLC)1060195692
-- (OCoLC)1096236356
072 #7 - SUBJECT CATEGORY CODE
Subject category code MED
Subject category code subdivision 002000
Source bisacsh
072 #7 - SUBJECT CATEGORY CODE
Subject category code MED
Subject category code subdivision 095000
Source bisacsh
049 ## - LOCAL HOLDINGS (OCLC)
Holding library MAIN
100 1# - MAIN ENTRY--PERSONAL NAME
Personal author Fottler, Myron D.
245 10 - TITLE STATEMENT
Title Achieving service excellence :
Subtitle strategies for healthcare
Statement of responsibility, etc
Medium [E-Book]
250 ## - EDITION
Edition statement 2nd ed.
260 ## - PUBLICATION INFORMATION
Place of publication Chicago, IL :
Publisher Health Administration Press,
Date 2010.
300 ## - PHYSICAL DESCRIPTION
Physical description 1 online resource (xv, 440 pages).
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
490 1# - SERIES TITLE
Series statement ACHE management series
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc Includes bibliographical references (pages 411-429) and index.
505 0# - CONTENTS
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.
546 ## - LANGUAGE NOTE
Language note English.
520 ## - ABSTRACT
Abstract 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.
590 ## - LOCAL NOTE (RLIN)
Local note WorldCat record variable field(s) change: 650
650 #0 - SUBJECT HEADINGS
Subject term Medical care
General subdivision Customer services.
650 #0 - SUBJECT HEADINGS
Subject term Patient satisfaction.
650 #0 - SUBJECT HEADINGS
Subject term Customer relations.
650 #0 - SUBJECT HEADINGS
Subject term Medical care
General subdivision Quality control.
650 #0 - SUBJECT HEADINGS
Subject term Clinical competence.
650 #0 - SUBJECT HEADINGS
Subject term Health services administration.
650 #0 - SUBJECT HEADINGS
Subject term Medical personnel.
650 #0 - SUBJECT HEADINGS
Subject term Consumer satisfaction.
650 #0 - SUBJECT HEADINGS
Subject term Vocational qualifications.
650 #0 - SUBJECT HEADINGS
Subject term Organization.
650 #0 - SUBJECT HEADINGS
Subject term Medical care.
650 #0 - SUBJECT HEADINGS
Subject term Patient compliance.
9 (RLIN) 7342
650 #0 - SUBJECT HEADINGS
Subject term Health attitudes.
650 #0 - SUBJECT HEADINGS
Subject term Public relations.
9 (RLIN) 7625
650 #2 - SUBJECT HEADINGS
Subject term Quality Assurance, Health Care
650 #2 - SUBJECT HEADINGS
Subject term Clinical Competence
650 #2 - SUBJECT HEADINGS
Subject term Health Services Administration
650 #2 - SUBJECT HEADINGS
Subject term Efficiency, Organizational
650 #2 - SUBJECT HEADINGS
Subject term Patient Satisfaction
650 #2 - SUBJECT HEADINGS
Subject term Primary Health Care
650 #2 - SUBJECT HEADINGS
Subject term Health Occupations
650 #2 - SUBJECT HEADINGS
Subject term Comprehensive Health Care
650 #2 - SUBJECT HEADINGS
Subject term Consumer Behavior
650 #2 - SUBJECT HEADINGS
Subject term Quality of Health Care
650 #2 - SUBJECT HEADINGS
Subject term Health Care Quality, Access, and Evaluation.
650 #2 - SUBJECT HEADINGS
Subject term Professional Competence
650 #2 - SUBJECT HEADINGS
Subject term Organization and Administration
650 #2 - SUBJECT HEADINGS
Subject term Delivery of Health Care
650 #2 - SUBJECT HEADINGS
Subject term Health Care Evaluation Mechanisms
650 #2 - SUBJECT HEADINGS
Subject term Patient Acceptance of Health Care
9 (RLIN) 7337
650 #2 - SUBJECT HEADINGS
Subject term Attitude to Health
650 #2 - SUBJECT HEADINGS
Subject term Public Relations
9 (RLIN) 7625
650 #2 - SUBJECT HEADINGS
Subject term Educational Measurement
650 #2 - SUBJECT HEADINGS
Subject term Patient Care Management
650 #2 - SUBJECT HEADINGS
Subject term Disciplines and Occupations.
650 #2 - SUBJECT HEADINGS
Subject term Education
650 #2 - SUBJECT HEADINGS
Subject term Anthropology, Education, Sociology and Social Phenomena.
700 1# - ADDED PERSONAL NAME
Added personal author Ford, Robert C.
700 1# - ADDED PERSONAL NAME
Added personal author Heaton, Cherrill P.
830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE
Uniform title Management series (Ann Arbor, Mich.)
856 40 - ONLINE RESOURCE
Uniform Resource Identifier <a href="https://search.ebscohost.com/login.aspx?custid=ns123844&authtype=ip,shib&direct=true&scope=site&db=nlebk&db=nlabk&AN=309553">https://search.ebscohost.com/login.aspx?custid=ns123844&authtype=ip,shib&direct=true&scope=site&db=nlebk&db=nlabk&AN=309553</a>
Link text Kingston Hospital NHS Foundation Trust OpenAthens account holders click here for access
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Suppress in OPAC Do not Suppress in OPAC
588 0# - SOURCE OF DESCRIPTION NOTE
Source of description note Print version record.
938 ## -
-- Books 24x7
-- B247
-- bkb00034383
938 ## -
-- EBSCOhost
-- EBSC
-- 309553
938 ## -
-- YBP Library Services
-- YANK
-- 3290644
994 ## -
-- 92
-- N$T
Holdings
Withdrawn status Lost status Damaged status Not for loan Home library Current library Shelving location Date acquired Source of acquisition Total Checkouts Date last seen Uniform Resource Identifier Price effective from Koha item type
        Stenhouse Library Stenhouse Library   28/11/2022 eBook EBSCO clinical collection   28/11/2022 https://search.ebscohost.com/login.aspx?custid=ns123844&authtype=ip,shib&direct=true&scope=site&db=nlebk&db=nlabk&AN=309553 28/11/2022 Electronic book
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