A variety of tools--including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition--demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.
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Editorial Reviews
Review
"This book is for every manager—CEO to first line supervisor. The many 'how to' lists and graphic illustrations pertain as much to my own executive staff members as they do to the staff on the tray line and at the bedside. This book says it like it is, clear and to the point—how to get, and keep, excellence in your unit, section, department, or hospital." (William G. Gonzalez, president and CEO, Butterworth Health System)
From the Inside Flap
A variety of tools—including self-tests, policy examples, worksheets, flow charts, skill-building modules for staff development, and sample tools for reward and recognition—demonstrate how to build and maintain an organizational culture of service quality improvement. The authors of this practical manual present the next important step in helping health care institutions align programs, departments, and cultural practices with their service mission.
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Key Phrases - Statistically Improbable Phrases (SIPs):
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cooperative care, indicate areas that need improvement, ongoing service improvement, service improvement strategy, service excellence strategy, continuous service improvement, strategy for service excellence, service improvement teams, service improvement strategies, departmental alignment, service quality audit, internal customer relationships, service improvement efforts, winning department, service improvement initiatives, key customer groups, physician liaisons, model for process improvement, breakthrough objectives, turf lines, paycheck stuffers, service quality improvement, weak pillars, most health care organizations, strategy coordinator Key Phrases - Capitalized Phrases (CAPs): (learn more)
True False, Medical Center, New York City, Albert Einstein Healthcare Foundation, The Einstein Consulting Group, House Rules, Healthcare Forum, People First, San Francisco, The Health Care Manager's Guide, American Hospital Publishing, Healthcare Advisory Board, Luther Hospital, New Jersey, Physician Involvement, Continuous Quality Improvement, The Grapevine, Eau Claire, Riveredge Hospital, Making Service Improvement, Alliant Health System, Accountability Figure, House Rule of the Month, Clean Team, Service Management Essentials Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
cooperative care, indicate areas that need improvement, ongoing service improvement, service improvement strategy, service excellence strategy, continuous service improvement, strategy for service excellence, service improvement teams, service improvement strategies, departmental alignment, service quality audit, internal customer relationships, service improvement efforts, winning department, service improvement initiatives, key customer groups, physician liaisons, model for process improvement, breakthrough objectives, turf lines, paycheck stuffers, service quality improvement, weak pillars, most health care organizations, strategy coordinator Key Phrases - Capitalized Phrases (CAPs): (learn more)
True False, Medical Center, New York City, Albert Einstein Healthcare Foundation, The Einstein Consulting Group, House Rules, Healthcare Forum, People First, San Francisco, The Health Care Manager's Guide, American Hospital Publishing, Healthcare Advisory Board, Luther Hospital, New Jersey, Physician Involvement, Continuous Quality Improvement, The Grapevine, Eau Claire, Riveredge Hospital, Making Service Improvement, Alliant Health System, Accountability Figure, House Rule of the Month, Clean Team, Service Management Essentials Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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