Customer Reviews

Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager (AHA Press) (J-B AHA Press)

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I'm C.O.O at a rehab hospital. I've been reading Wendy's books on service improvement in healthcare for years. This newest one is really terrific, because the strategies she describes are ones I can use as an administrator and also get my managers to use...without the need for training. This book is a manual really...a real "how-to" book. It's worth buying one for every manager.

This is clearly a well researched volume based on accepted current business practices and their trappings. As a reference source on viable methods of addressing specific areas of non clinical service delivery, it is thorough and quite useful. However the me(physician/administrator) vs them feeling, that is an ongoing problem in practices, and which comes through repeatedly with the word "behavior" as one example, is bothersome. (The book might be more aptly titled: "Staff Selection and Motivation in Non Clinical Service") Still for Customer Service to be truly effective and continuing, it has to come from within and cannot be imposed from without. Training and service objectives need to resonate with each individual to be smoothly integrated and become more than a mechanical reaction to job performance requirements. Further Customer Service needs to be differentiated from clinical services such as explaining an IV. The prospect of a physician sitting down, reading this book and saying he/she is going to implement this, in all its complexity, is remote. He needs custom-tailored guidance and systems that run themselves as much as possible. The conclusion of the final chapter says, in essence, "you've got to do SOMETHING!" But what, which?