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1. |
Record Nr. |
UNINA9910459815503321 |
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Autore |
Baird Kristin |
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Titolo |
Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird |
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Pubbl/distr/stampa |
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San Francisco : , : Jossey-Bass |
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Chicago : , : Health Forum, , [2000] |
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©2000 |
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ISBN |
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Descrizione fisica |
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1 online resource (179 p.) |
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Collana |
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Disciplina |
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Soggetti |
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Medical care - Customer services |
Patient satisfaction |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence; Contents; List of Figures and Tables; About the Author; Preface; Acknowledgments; Chapter One: Why Customer Service?; What Are the Standards of Behavior?; The Golden Rule with a New Twist; Expectations Are Higher in Health Care; The Direct and Indirect Costs of a Bad Experience; A Look at Revenue Loss; What Reputation Can Do; Don't Just Satisfy Them, Get Them Talking!; Satisfaction or Excellence?; What Would You Like Them to Say about You?; Customer Service as It Relates to Business Development |
SummaryReferences; Chapter Two: Setting Your Course-Senior Leadership Takes the Wheel; Top-Down Communication; Articulating Core Values; Articulating Organizational Values; What Message Have You Given Managers?; Leadership Skills Assessment; Do You Have the Right People in Management?; Leading toward a Corporate Culture of Service Excellence; Making Sure All the Leadership Team Are on the Same Page; Today's Health Care Managers; Mentor, Monitor, and Measure; Clarify What Is Expected of Managers; Bottom-Line Results; Reinforcing Positive Behavior; Eliminating Problem Behavior |
It's Not a Program-It's a Way of LifeSummary; References; Chapter |
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Three: Championing Buy-In and Ownership- You Can't Do It Alone; The Customer Service Champion; Creating a Customer Service Team; Lessons Learned from Team Member Selection; Getting Support from the Top; Creating a Team Mission Statement; Defining Expectations of Team Members; Ground Rules; Team Goals; Summary; Chapter Four: Where Are You Now?-Establishing Your Baseline; Gathering Baseline Data; Baseline-the Patients' Perspective; Baseline-the Employees' Perspective; Baseline-the Medical Staff's Perspective |
Seeing the Big PictureSummary; Reference; Chapter Five: Creating Meaningful Standards to Live By; Why Create Standards for Customer Service Performance?; Who Should Define the Standards?; Look for Role Models; Make It Their Idea; Focus Group Objectives and Discussion Guide; Conducting Focus Groups; Scheduling the Groups; Extending a Welcome; Setting the Ground Rules; Summarizing the Results; Moving from Discussion to Specific Behaviors; Summary; References; Chapter Six: The Training Sessions-Getting Everyone on the Same Page; Seek First to Understand, Then to Be Understood |
One Size Doesn't Fit All-Understanding Unique Training NeedsManagement Training; Tie the Message to Existing Policy; Keep It Interesting; Rethink the New-Employee Orientation; Corporatewide Training; Make Training Accessible and Diversified; Who Should Be Included in the Training Sessions?; Session Evaluations; Graduating to a Second-Generation Customer Service Team; Summary; References; Chapter Seven: Keeping the Effort Alive; The Real Work Begins; Departmental Action Plans; Make Your Promise Visible; Provide Patient Satisfaction Data; Coach the Coaches; Communication; Employee Newsletters |
Bulletin Boards |
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Sommario/riassunto |
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Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence. Customer Service in Health Care is designed to provide readers with the fundamental information and skills to start or strengthen a customer service initiative within a health care organization. This book concentrates on action as opposed to theory. It offers a practical, step-by-step process for creating a culture shift toward customer service excellence at all levels of an organization, and |
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2. |
Record Nr. |
UNINA9910831023003321 |
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Titolo |
Chemical safety [[electronic resource] ] : international reference manual / / edited by Mervyn Richardson |
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Pubbl/distr/stampa |
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Weinheim ; ; New York, : VCH, c1994 |
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ISBN |
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1-281-75884-1 |
9786611758844 |
3-527-61603-9 |
3-527-61602-0 |
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Descrizione fisica |
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1 online resource (638 p.) |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Pollution - Environmental aspects |
Pollution - Risk assessment |
Chemicals - Safety measures |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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Chemical Safety; Table of Contents; List of Contributors; Section 1: Introductory Chapters; 1. Global Chemical Pollution - The UNEP View; 2. Principles of Risk Assessment and Risk Management of Chemicals; Section 2: Chemical Safety Information; 3. Information Retrieval, Validation and Interpretation; 4. UNIDO/lNTIB: An Energy and Environment Information System for Developing Countries; 5. International and National Governmental Information Activities Concerning the Environmental Effects of Chemicals; 6. Accessing Health and Safety Information; Section 3: Chemical Hazard Assessment |
7. Environmental Hazard Assessment of Chemicals8. Adverse Health Effects of Environmental Chemicals: Indian Scenario; 9. Parental Occupation and Childhood Cancer; 10. Comparative Genetic Toxicity of Some Pesticides; 11. Intake of Organochlorine Compounds and Levels in Population Groups; 12. Heavy Metal Dietary Intake: A European Comparison; 13. COMPACT and ENACT Procedures in Predicting the Formation of Reactive Intermediates by Cytochrome P450 Metabolism; Section 4: Monitoring; 14. Environmental Monitoring: Use of |
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Luminescent Bacteria; 15. Cytogenetic Monitoring in Hungary |
Section 5: Risk Assessment and Management16. Identification of Carcinogenic Risks - Qualitative Aspects; 17. New Approaches for the Evaluation of Carcinogenic Risk of Chemicals; 18. Risk Assessment of Chemicals, Contrast and Comparison - International Perspectives; 19. Assessment of Pesticide Action on Human Health and the Environment in the Ukraine; 20. Some Organochlorine Pollutants in the Water Environment and their Influence on Drinking Water Quality; 21. Regional Contamination of Soil and Biota with Heavy Metals Following an Explosion of an Ammunition Stockpile near Oštarije, Croatia |
22. Assessment and Management of Environmental Exposure to Colorants23. Fate of Pesticides in the Environment and the Quality of Drinking Water in Relation to Human Health; 24. Chlororganic Pesticides and Atrazine in the Environment of Lithuania: Retrospective Analysis and Management Evaluation; 25. Management of Halide Mined Water Discharges; Section 6: Safety; 26. Safety in the Use of Chemicals at the Workplace; 27. Poisoning and Safety; 28. Some Information Regarding Chemical Safety Both in Occupational and Environmental Medicine in China; 29. Environmental Chemical Safety |
30. Approaches to Identifying and Adverse Health Effects of Chemicals in UseSection 7: Legal Aspects; 31. Liability for Dangerous Industrial Activities and Damage to the Environment: Where Do We Stand After the Council of Europe Convention and the Commission Green Paper?; 32. Safety and Environmental Stewardship in the Single Market; 33. Chemical Regulation in Europe and the United States: International Implications; 34. Worldwide Regulatory Controls to Ensure Safety of Chemicals; 35. Epilogue; Annex 1 Dictionary of Substances and their Effects (DOSE) |
Annex 2 OECD Guidelines for Testing of Chemicals |
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Sommario/riassunto |
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How safe is safe enough? We live in a world that is totally dependent on chemicals, be they agrochemicals, pharmaceuticals, colorants - it is vitally important that we adopt a sustainable strategy for an environment containing some 11 million chemicals. This book provides a pragmatic guide to the basic tools of chemical safety assessment, from information retrieval, through hazard and risk assessment to safety evaluation and legal aspects. It is truly global in coverage with contributors drawn from East and West, North and South. It covers natural and artificial hazards to the environm |
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