Service Delivery vs. Service Excellence: Opposing Forces during the Patient Encounter and How to Overcome Them - Couverture souple

Johnson, Cra, Fahra, Mba, William R.

 
9781304497703: Service Delivery vs. Service Excellence: Opposing Forces during the Patient Encounter and How to Overcome Them
Couverture souple
ISBN 10 : 1304497704 ISBN 13 : 9781304497703
Editeur : Lulu.com, 2010

Synopsis

In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented-calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety. Patients, however, assess the care they receive from a right-brain perspective-intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience. Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented-calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety. Patients, however, assess the care they receive from a right-brain perspective-intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience. Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Lulu.com
Date d'édition
2010
Langue
anglais
ISBN 10 
1304497704
ISBN 13 
9781304497703
Reliure
Broché
Nombre de pages
62
Coordonnées du fabricant
non disponible
Personne responsable
HACHETTE LIVRE SA
https://www.hachette.fr/

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France