Autore	Baird Kristin
Pubbl/distr/stampa	San Francisco : , : Jossey-Bass
Descrizione fisica	1 online resource (179 p.)
Disciplina	362.1/068
Collana	J-B AHA Press
Soggetto topico	Medical care - Customer services Patient satisfaction
Soggetto genere / forma	Electronic books.
ISBN	1-119-02031-X
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	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 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
Record Nr.	UNINA-9910459815503321

Pubbl/distr/stampa	San Francisco, : Health Forum, 1999-©2003
Soggetto topico	Hospitals Hospitals - Administration Medical care Medical economics Health Services Administration Delivery of Health Care - economics Delivery of Health Care - organization & administration Hospital Administration
Soggetto genere / forma	Periodical Periodicals.
Formato	Materiale a stampa
Livello bibliografico	Periodico
Lingua di pubblicazione	eng
Altri titoli varianti	Journal of the Health Forum
Record Nr.	UNISA-996336232203316

Edizione	[5th ed.]
Pubbl/distr/stampa	San Francisco, : Jossey-Bass
Descrizione fisica	1 online resource (287 p.)
Disciplina	651.5/04261
Altri autori (Persone)	SkurkaMargaret Flettre
Collana	J-B AHA Press
Soggetto topico	Medical records - Management Information storage and retrieval systems - Hospitals
Soggetto genere / forma	Electronic books.
ISBN	1-280-67358-3 9786613650511 0-470-42956-9
Formato	Materiale a stampa
Livello bibliografico	Monografia
Lingua di pubblicazione	eng
Nota di contenuto	Health information management and the health care institution -- Content and structure of the health record / Faye Pickett -- The emergence of electronic patient record systems / Linda Kiger -- Information-capture design and principles / Desla Mancilla -- Health record analysis / Linda Kiger -- Numbering and filing systems / Nancy Coffman-Kadish -- Secondary health data / Nancy Coffman-Kadish -- Coding, compliance and reimbursement / Nancy Coffman-Kadish -- Health care databases and statistics / Elizabeth Contant -- Quality management and performance improvement / Nancy Coffman-Kadish -- Preservation of health records / Linda Kiger -- Location, space, and equipment requirements / Linda Kiger.
Record Nr.	UNINA-9910461694403321