Coverart for item
The Resource Achieving service excellence : strategies for healthcare, Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton

Achieving service excellence : strategies for healthcare, Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton

Label
Achieving service excellence : strategies for healthcare
Title
Achieving service excellence
Title remainder
strategies for healthcare
Statement of responsibility
Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton
Creator
Contributor
Subject
Genre
Language
eng
Summary
This book offers a plan for successfully competing in today's competitive healthcare marketplace by presenting the theories, methods, and techniques behind delivering an excellent healthcare experience
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Fottler, Myron D
Dewey number
362.1068
Index
index present
Language note
English
LC call number
R727
LC item number
.F684 2010eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1945-
http://library.link/vocab/relatedWorkOrContributorName
  • Ford, Robert C.
  • Heaton, Cherrill P
Series statement
ACHE management series
http://library.link/vocab/subjectName
  • Medical care
  • Patient satisfaction
  • Customer relations
  • Quality Assurance, Health Care
  • Clinical Competence
  • Health Services Administration
  • Efficiency, Organizational
  • Patient Satisfaction
  • Primary Health Care
  • Health Occupations
  • Comprehensive Health Care
  • Consumer Behavior
  • Quality of Health Care
  • Health Care Quality, Access, and Evaluation
  • Professional Competence
  • Organization and Administration
  • Delivery of Health Care
  • Health Care Evaluation Mechanisms
  • Patient Acceptance of Health Care
  • Attitude to Health
  • Public Relations
  • Educational Measurement
  • Patient Care Management
  • Education
  • MEDICAL
  • MEDICAL
  • Customer relations
  • Patient satisfaction
  • Medical Professional Practice
  • Medicine
  • Health & Biological Sciences
Label
Achieving service excellence : strategies for healthcare, Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 411-429) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Healthcare service strategy -- Healthcare and the new consumerism -- Customer as a guest -- Meeting customer expectations through planning -- Creating a healing environment -- Developing a culture of customer service -- Healthcare service staff -- Staffing for customer service -- Training for customer service -- Motivation and empowerment -- Involving the patient and family in coproduction -- Healthcare service systems -- Communicating information to customers -- Delivering the service -- Waiting for healthcare service -- Fixing healthcare service problems -- Measuring the quality of the healthcare experience -- Leading the way to healthcare excellence
Control code
608533153
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (xv, 440 pages).
File format
unknown
Form of item
online
Isbn
9781441638915
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)608533153
Label
Achieving service excellence : strategies for healthcare, Myron D. Fottler, Robert C. Ford, Cherrill P. Heaton
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references (pages 411-429) and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Healthcare service strategy -- Healthcare and the new consumerism -- Customer as a guest -- Meeting customer expectations through planning -- Creating a healing environment -- Developing a culture of customer service -- Healthcare service staff -- Staffing for customer service -- Training for customer service -- Motivation and empowerment -- Involving the patient and family in coproduction -- Healthcare service systems -- Communicating information to customers -- Delivering the service -- Waiting for healthcare service -- Fixing healthcare service problems -- Measuring the quality of the healthcare experience -- Leading the way to healthcare excellence
Control code
608533153
Dimensions
unknown
Edition
2nd ed.
Extent
1 online resource (xv, 440 pages).
File format
unknown
Form of item
online
Isbn
9781441638915
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
(OCoLC)608533153

Library Locations

    • Thomas Jefferson LibraryBorrow it
      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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