Achieving Service Excellence: Strategies for Healthcare, Second Edition
Myron D. Fottler, PhD Robert C. Ford, PhD Cherrill P. Heaton, PhD
Book Description
To request an exam copy of this title, please send an email to hapbooks@ache.org along with your name and mailing address, the name of your course, the course number, the term the course is expected to be delivered, expected enrollment, and whether it would be used as a primary or secondary resource.
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: