Instructor Resources: Discussion questions and case studies with talking points.

This book offers a blueprint for successfully competing in today’s competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems.

 Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure.

This second edition has been completely updated. Concepts have been expanded to include information on: