Customer Care in Healthcare Program Library Edition: For All Members of a Healthcare Organization, Including Office Staff, Executives, Receptionists, ... Total Quality Management in Customer Service [Paperback]

Daniel Farb (Author)

Book Description

ISBN-10: 1594910340 | ISBN-13: 978-1594910340 | Publication Date: June 18, 2004

The Customer Care in Healthcare Program combines 4 Customer Care in Healthcare courses into one package. Courses included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. The courses are interactive and focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care and teach everyone the human side of healthcare. The principles behind the concepts are relevant to almost every business, not just healthcare.The manual accompanying the CD provides a summary of the major points of the CD in a handy format. 657 pages on CD. 101 pages in the manual. You must have Internet Explorer 4.0 or higher running on your computer. Supported operating systems are Windows 95, 98, 98 SE, ME, 2000, or XP. The CD is licensed to play once on any Windows computer; the borrower may purchase the program after that. One library reference activation is included in the price.

Editorial Reviews

Review

Four star review: "of use for everyone from top management to the front line." -- Foreword Reviews, October 2004

From the Publisher

Foreword Reviews gave the series a 4 star rating: While healthcare costs continually increase, satisfactory customer service in healthcare continues to be minimal. In Customer Care in Healthcare Certificate Program: Manual and CD author Farb provides advice to enable any health care organization, regardless of size, to change their organizational culture and deliver customer satisfaction. His inclusive approach makes this title of use for everyone from top management to the front line.

With visual, auditory, and kinesthetic presentations in the book and CD, Farb engages the reader on many levels. This combination of three primary senses accelerates the learning of hundreds of ideas about how a practice or hospital provider can improve the human side of healthcare based on Farb’s "20 years of experience with patients and not a single malpractice suit."

While the manual summarizes, the CD provides an interactive approach to learn customer and patient care techniques. "Reorganizing for Customer and Patient Care" defines what corporate culture is and reviews a sample assessment for management. The fifty items to implement for customer and patient care are also intended for management. The remaining chapters - "Customer and Patient Care," "Provider Patient Relationships," and Handling Difficult People" - are meaningful for all levels of healthcare staff.

True/false and multiple-choice questions are only on the CD. Additionally, the CD allows the reader to respond to questions that require comments by capturing their ideas on the keyboard and then printing the respective page for later reference.

Farb offers opportunities for exploration by management intended to help them assess their corporate culture. Provocative questions to determine this include, "Describe your dress code; What are the authority relationships? What are your rules and policies?" Questions are in list form in the book. The CD takes a workbook approach with the same questions.

Fairy tales, fables and real-life examples appear throughout the remaining CD chapters to emphasize a certain technique or idea. "Customer and Patient Care" suggests applying kindness and honest advice to build a long term-relationship. From Aesop’s Fable "The Crow and the Mussel," Farb concludes that healthcare workers should tell patients what is in their best interest, "not what will lead to greatest profit from the relationship."

Customer Care in Healthcare techniques, ideas and practice examples are practical and if applied in any health care organization, can help that organization achieve improved results in the delivery of satisfactory customer care. The CD assures a more complete understanding with the story like approach throughout.

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Product Details

• Paperback: 101 pages
• Publisher: University Of Health Care (June 18, 2004)
• Language: English
• ISBN-10: 1594910340
• ISBN-13: 978-1594910340
• Product Dimensions: 8.8 x 5.9 x 0.5 inches
• Shipping Weight: 8 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #5,309,437 in Books (See Top 100 in Books)