Service Quality Improvement: The Customer Satisfaction Strategy for Health Care - Couverture souple

Leebov, Wendy; Scott, Gail

Couverture souple

ISBN 10 : 1556481101 ISBN 13 : 9781556481109

Editeur : Jossey-Bass Inc.,U.S., 1993

Synopsis

A variety of tools - including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition - demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.

A propos du livre

À propos de l'auteur

WENDY LEEBOV, is associate vice--president of human resources in charge of organization and staff development for the Albert Einstein Healthcare Network in Philadelphia. The founder of The Einstein Consulting Group, Dr. Leebov is a nationally recognized expert on service and quality improvement in health care. She has appeared in three teleconferences on customer--oriented management and quality improvement sponsored by the American Hospital Association and has coathured a number of books: with C. J. Ersoz, The Health Care Manager's Guide to Continuous Quality Improvement (American Hospital Publishing, 1991); with Gail Scott, Health Care Managers in Transition: Shifting Roles and Changing Organizations (Jossey--Bass, 1990); and with Michael Vergare and Gail Scott, Patient Satisfaction: A Guide to Practice Enhancement (Medical Economics Books, 1989). In addition, her booklet series on customer relations (American Hospital Publishing, 1990--1991) has achieved great popularity as workbooks for staff training and development on such topics as customer relations, complaint management, telephone tactics, practical assertiveness, and coworker relationships. Dr. Leebov is also editor of The Service/Quality Connection, a national subscription newsletter published by the National Society for Patient Representation and Consumer Affairs. She has a doctorate in human development from Harvard University. GAIL SCOTT,, is currently president of The Einstein Consulting Group, a subsidiary of the Albert Einstein Healthcare Foundation in Philadelphia. She has more than 20 years' experience in training and organizational change and currently provides a variety of consulting and training services to health care organizations and businesses nationwide. An organization development expert, Ms. Scott has helped more than 300 hospitals, ambulatory care centers, and nursing homes nationwide to institute service and quality improvement strategies and management development systems that extAnd beyond the classroom to improve on--the--job performance. With WAndy Leebov, she has authored two books (Health Care Managers in Transition, 1990, and Patient Satisfaction: A Guide to Practice Enhancement, 1989). Ms. Scott earned her MA degree in communications from Beaver College (Glenside, Pennsylvania).

Détails de l'édition

• Éditeur: Jossey-Bass Inc.,U.S.
• Date d'édition: 1993
• Langue: anglais
• ISBN 10: 1556481101
• ISBN 13: 9781556481109
• Reliure: Broché
• Nombre de pages: 380
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible