Home > Business & Economics > Business & management > Business innovation > Achieving Service Excellence: Strategies for Healthcare
40%
Achieving Service Excellence: Strategies for Healthcare

Achieving Service Excellence: Strategies for Healthcare

          
5
4
3
2
1

Available


Premium quality
Premium quality
Bookswagon upholds the quality by delivering untarnished books. Quality, services and satisfaction are everything for us!
Easy Return
Easy return
Not satisfied with this product! Keep it in original condition and packaging to avail easy return policy.
Certified product
Certified product
First impression is the last impression! Address the book’s certification page, ISBN, publisher’s name, copyright page and print quality.
Secure Checkout
Secure checkout
Security at its finest! Login, browse, purchase and pay, every step is safe and secured.
Money back guarantee
Money-back guarantee:
It’s all about customers! For any kind of bad experience with the product, get your actual amount back after returning the product.
On time delivery
On-time delivery
At your doorstep on time! Get this book delivered without any delay.
Add to Wishlist

About the Book

Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect.

This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems.

Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure.

This second edition has been completely updated. Concepts have been expanded to include information on:

Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations

Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.


About the Author: Myron D. Fottler, PhD, is professor emeritus of health services administration at the University of Central Florida. Previously, he served as director of the PhD program in health services administration at the University of Alabama at Birmingham. He has presented more than 100 papers at professional meetings and authored more than 150 journal articles, 60 book reviews, 45 book chapters, and 28 books. His most recent coauthored books include Human Resources in Healthcare: Managing for Success (Health Administration Press, 2015); Achieving Service Excellence: Strategies for Healthcare, second edition (Health Administration Press, 2010); The Retail Revolution in Healthcare (Praeger, 2010); Strategic Human Resource Management in Healthcare (Emerald, 2010); Human Resource Management Applications, seventh edition (South-Western Cengage, 2011); Advances in Healthcare Management: Biennial Review (Emerald, 2012); and Handbook of Healthcare Management (Elgar, 2015). Over his career, Dr. Fottler has been active in the Health Care Management Division of the Academy of Management and in the Association of University Programs in Health Administration. He was also the cofounder and coeditor of Advances in Healthcare Management, an annual book series featuring both empirical and review papers; served on the editorial review board for many major journals in the field; and mentored more than 50 doctoral students. He earned his master's in business administration from Boston University and his doctorate in business from Columbia University. Books published by Health Administration Press: Fundamentals of Human Resources in Healthcare, Second Edition


Best Sellers



Product Details
  • ISBN-13: 9781567933277
  • Publisher: Health Administration Press
  • Publisher Imprint: Health Administration Press
  • Depth: 25
  • Height: 251 mm
  • No of Pages: 456
  • Series Title: ACHE Management
  • Sub Title: Strategies for Healthcare
  • Width: 178 mm
  • ISBN-10: 1567933270
  • Publisher Date: 01 Dec 2009
  • Binding: Paperback
  • Edition: 2
  • Language: English
  • Returnable: Y
  • Spine Width: 23 mm
  • Weight: 779 gr


Similar Products

How would you rate your experience shopping for books on Bookswagon?

Add Photo
Add Photo

Customer Reviews

REVIEWS           
Click Here To Be The First to Review this Product
Achieving Service Excellence: Strategies for Healthcare
Health Administration Press -
Achieving Service Excellence: Strategies for Healthcare
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Achieving Service Excellence: Strategies for Healthcare

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book
    Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!