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Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
Stephanie G. Sherman
€ 137.38
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Description for Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
Paperback. Num Pages: 400 pages, illustrations. BIC Classification: JNRV; KJSU; KJU; MBP. Category: (G) General (US: Trade); (P) Professional & Vocational; (UP) Postgraduate, Research & Scholarly; (UU) Undergraduate. Dimension: 238 x 177 x 25. Weight in Grams: 636.
A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service
Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service
Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.
Product Details
Format
Paperback
Publication date
1998
Publisher
John Wiley & Sons Inc United States
Number of pages
400
Condition
New
Number of Pages
400
Place of Publication
New York, United States
ISBN
9780787943929
SKU
V9780787943929
Shipping Time
Usually ships in 7 to 11 working days
Ref
99-50
About Stephanie G. Sherman
STEPHANIE G. SHERMAN is executive vice president of ManagementHouse, Inc. and is the author of Make Yourself Memorable, which wasadopted by the Newbridge Executive Program. V. CLAYTON SHERMAN is the author of the bestselling Jossey-Bassbook Creating the New American Hospital.
Reviews for Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers
"This is must reading for all individuals who want to capture theessence of customer service and the hearts of their employees. Theadditional reward will be improved operational performance."
QuintStuder, president, Baptist Hospital, Inc. "A totally inclusive book with example after example of how toprioritize your customer satisfaction actions that will give thegreatest return on your investment. After using these helpfulhow-to's for the past year and experiencing the result, I highlyrecommAnd it. Total Customer Satisfaction works!"
John Schwartz,chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas."
Irwin Press, president, Press, Ganey Associates,Inc. "Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book."
Mark C. Clement, president and CEO,Holy Cross Hospital, and winner of the 1994 AHA Great ComebacksAward, the 1996 International Enterprise Award for CustomerSatisfaction, and the 1998 Global Best Practices Award for CustomerService "This timely book drives the point home and provides a structure tohelp health care organizations go beyond just measuring; to movefrom listening to responding."
Jerry Seibert, president, ParksideAssociates
QuintStuder, president, Baptist Hospital, Inc. "A totally inclusive book with example after example of how toprioritize your customer satisfaction actions that will give thegreatest return on your investment. After using these helpfulhow-to's for the past year and experiencing the result, I highlyrecommAnd it. Total Customer Satisfaction works!"
John Schwartz,chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas."
Irwin Press, president, Press, Ganey Associates,Inc. "Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book."
Mark C. Clement, president and CEO,Holy Cross Hospital, and winner of the 1994 AHA Great ComebacksAward, the 1996 International Enterprise Award for CustomerSatisfaction, and the 1998 Global Best Practices Award for CustomerService "This timely book drives the point home and provides a structure tohelp health care organizations go beyond just measuring; to movefrom listening to responding."
Jerry Seibert, president, ParksideAssociates