TY  - BOOK
AU  - Fottler,Myron D.
AU  - Ford,Robert C.
AU  - Heaton,Cherrill P.
TI  - Achieving service excellence: strategies for healthcare 
T2  - ACHE management series
SN  - 9781441638915
PY  - 2010///
CY  - Chicago, IL
PB  - Health Administration Press
KW  - Medical care
KW  - Customer services
KW  - Patient satisfaction
KW  - Customer relations
KW  - Quality control
KW  - Clinical competence
KW  - Health services administration
KW  - Medical personnel
KW  - Consumer satisfaction
KW  - Vocational qualifications
KW  - Organization
KW  - Patient compliance
KW  - Health attitudes
KW  - Public relations
KW  - Quality Assurance, Health Care
KW  - Clinical Competence
KW  - Health Services Administration
KW  - Efficiency, Organizational
KW  - Patient Satisfaction
KW  - Primary Health Care
KW  - Health Occupations
KW  - Comprehensive Health Care
KW  - Consumer Behavior
KW  - Quality of Health Care
KW  - Health Care Quality, Access, and Evaluation
KW  - Professional Competence
KW  - Organization and Administration
KW  - Delivery of Health Care
KW  - Health Care Evaluation Mechanisms
KW  - Patient Acceptance of Health Care
KW  - Attitude to Health
KW  - Public Relations
KW  - Educational Measurement
KW  - Patient Care Management
KW  - Disciplines and Occupations
KW  - Education
KW  - Anthropology, Education, Sociology and Social Phenomena
N1  - Includes bibliographical references (pages 411-429) and index; 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
N2  - 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
UR  - https://search.ebscohost.com/login.aspx?custid=ns123844&authtype=ip,shib&direct=true&scope=site&db=nlebk&db=nlabk&AN=309553
ER  -