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Assessing satisfaction in health and long term care [[electronic resource] ] : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron
| Assessing satisfaction in health and long term care [[electronic resource] ] : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron |
| Pubbl/distr/stampa | New York, : Springer, c2000 |
| Descrizione fisica | 1 online resource (153 p.) |
| Disciplina | 362.1 |
| Altri autori (Persone) |
ApplebaumRobert
GeronScott <1952-> StrakerJane K |
| Soggetto topico |
Patient satisfaction
Medical care - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-281-80617-X
9786611806170 0-8261-1689-2 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Acknowledgments; Part I: Examining Consumer Satisfaction: Context and Methods; 1 Why the Growing Interest in Consumer Satisfaction?; 2 Theory of Consumer Satisfaction; 3 Approaches to Measuring Consumer Satisfaction; 4 Implementing a Consumer Data Collection Strategy; Part II: Approaches to Measuring Consumer Satisfaction; 5 Measuring Consumer Satisfaction with In-Home Care; 6 Resident Satisfaction in Nursing Homes and Assisted Living; 7 Measuring Consumer Satisfaction with Health Care; 8 Using Consumer Survey Results: Completing the Quality Cycle
Appendix: Selected Internet Resources for Consumer Satisfaction EffortsReferences; Index; A; B; C; D; E; F; G; H; I; J; L; M; N; O; P; Q; R; S; T; V; W |
| Record Nr. | UNINA-9910454355703321 |
| New York, : Springer, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing satisfaction in health and long term care [[electronic resource] ] : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron
| Assessing satisfaction in health and long term care [[electronic resource] ] : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron |
| Pubbl/distr/stampa | New York, : Springer, c2000 |
| Descrizione fisica | 1 online resource (153 p.) |
| Disciplina | 362.1 |
| Altri autori (Persone) |
ApplebaumRobert
GeronScott <1952-> StrakerJane K |
| Soggetto topico |
Patient satisfaction
Medical care - Evaluation |
| ISBN |
1-281-80617-X
9786611806170 0-8261-1689-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Acknowledgments; Part I: Examining Consumer Satisfaction: Context and Methods; 1 Why the Growing Interest in Consumer Satisfaction?; 2 Theory of Consumer Satisfaction; 3 Approaches to Measuring Consumer Satisfaction; 4 Implementing a Consumer Data Collection Strategy; Part II: Approaches to Measuring Consumer Satisfaction; 5 Measuring Consumer Satisfaction with In-Home Care; 6 Resident Satisfaction in Nursing Homes and Assisted Living; 7 Measuring Consumer Satisfaction with Health Care; 8 Using Consumer Survey Results: Completing the Quality Cycle
Appendix: Selected Internet Resources for Consumer Satisfaction EffortsReferences; Index; A; B; C; D; E; F; G; H; I; J; L; M; N; O; P; Q; R; S; T; V; W |
| Record Nr. | UNINA-9910782676503321 |
| New York, : Springer, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Assessing satisfaction in health and long term care : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron
| Assessing satisfaction in health and long term care : practical approaches to hearing the voices of consumers / / Robert A. Applebaum, Jane K. Straker, Scott M. Geron |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, : Springer, c2000 |
| Descrizione fisica | 1 online resource (153 p.) |
| Disciplina | 362.1 |
| Altri autori (Persone) |
ApplebaumRobert
GeronScott <1952-> StrakerJane K |
| Soggetto topico |
Patient satisfaction
Medical care - Evaluation |
| ISBN |
1-281-80617-X
9786611806170 0-8261-1689-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Acknowledgments; Part I: Examining Consumer Satisfaction: Context and Methods; 1 Why the Growing Interest in Consumer Satisfaction?; 2 Theory of Consumer Satisfaction; 3 Approaches to Measuring Consumer Satisfaction; 4 Implementing a Consumer Data Collection Strategy; Part II: Approaches to Measuring Consumer Satisfaction; 5 Measuring Consumer Satisfaction with In-Home Care; 6 Resident Satisfaction in Nursing Homes and Assisted Living; 7 Measuring Consumer Satisfaction with Health Care; 8 Using Consumer Survey Results: Completing the Quality Cycle
Appendix: Selected Internet Resources for Consumer Satisfaction EffortsReferences; Index; A; B; C; D; E; F; G; H; I; J; L; M; N; O; P; Q; R; S; T; V; W |
| Record Nr. | UNINA-9910812398003321 |
| New York, : Springer, c2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Ce que soigner veut dire : repenser le libre choix du patient
| Ce que soigner veut dire : repenser le libre choix du patient |
| Autore | Mol Annemarie |
| Pubbl/distr/stampa | Presses des Mines, 2009 |
| Descrizione fisica | 1 online resource (200 pages) |
| Collana | Collection Sciences sociales |
| Soggetto topico |
Medical care - Quality control
Medical care - Evaluation Patient satisfaction |
| Soggetto non controllato |
médecine
patients santé |
| ISBN | 2-35671-183-X |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | fre |
| Record Nr. | UNINA-9910133548803321 |
Mol Annemarie
|
||
| Presses des Mines, 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird
| Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird |
| 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 |
|
Baird Kristin
|
||
| San Francisco : , : Jossey-Bass | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird
| Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird |
| Autore | Baird Kristin |
| Pubbl/distr/stampa | San Francisco : , : Jossey-Bass |
| Descrizione fisica | 1 online resource (179 pages) : illustrations |
| Disciplina | 362.1/068 |
| Soggetto topico |
Medical care - Customer services
Patient satisfaction |
| ISBN |
111902031X
9781119020318 |
| Classificazione | 498.16 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910796075503321 |
|
Baird Kristin
|
||
| San Francisco : , : Jossey-Bass | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird
| Customer service in health care : a grassroots approach to creating a culture of service excellence / / Kristin Baird |
| Autore | Baird Kristin |
| Pubbl/distr/stampa | San Francisco : , : Jossey-Bass |
| Descrizione fisica | 1 online resource (179 pages) : illustrations |
| Disciplina | 362.1/068 |
| Soggetto topico |
Medical care - Customer services
Patient satisfaction |
| ISBN |
111902031X
9781119020318 |
| Classificazione | 498.16 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910820705703321 |
|
Baird Kristin
|
||
| San Francisco : , : Jossey-Bass | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit
| L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit |
| Autore | Benôit Christine |
| Pubbl/distr/stampa | Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 |
| Descrizione fisica | 1 online resource (206 pages) |
| Disciplina | 610.696 |
| Soggetto topico | Patient satisfaction |
| Soggetto genere / forma | Electronic books. |
| ISBN | 2-89603-700-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | fre |
| Record Nr. | UNINA-9910467650003321 |
|
Benôit Christine
|
||
| Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit
| L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit |
| Autore | Benôit Christine |
| Pubbl/distr/stampa | Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 |
| Descrizione fisica | 1 online resource (206 pages) |
| Disciplina | 610.696 |
| Soggetto topico | Patient satisfaction |
| ISBN | 2-89603-700-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | fre |
| Record Nr. | UNINA-9910793214303321 |
|
Benôit Christine
|
||
| Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit
| L'expérience patient : La levée d'un tabou pour une meilleure prise en charge des patients / / Christine Benoit |
| Autore | Benôit Christine |
| Pubbl/distr/stampa | Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 |
| Descrizione fisica | 1 online resource (206 pages) |
| Disciplina | 610.696 |
| Soggetto topico | Patient satisfaction |
| ISBN | 2-89603-700-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | fre |
| Record Nr. | UNINA-9910806956403321 |
|
Benôit Christine
|
||
| Boucherville, Quebec Canada ; ; Paris : , : Franel éditions, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
