Wendy Leebov's Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results [Paperback]

Wendy Leebov (Author)

Book Description

ISBN-10: 155648352X | ISBN-13: 978-1556483523 | Publication Date: April 21, 2008 | Edition: 1

Achieve better results and more satisfaction, while delivering exceptional patient care experiences! Looking for quick help in solving daily workforce problems that demoralize both you and your staff, and lead to less-than-perfect patient satisfaction outcomes? Here is a book that will help you lead and inspire, and elevate the opinions your patients and their families have of your institution. The book contains exercises, checklists, meeting plans, question guides, scripts, and coaching techniques, plus an appendix of additional resources that you can use to quickly reverse the common conflicts, miscommunications, and bad performances that stifle happiness and achievement at work. It is an easy, quick read designed to accommodate tight work schedules and just-in-time management schedules. It addresses specific, daily problems that afflict most organizations and contains proven solutions you can apply immediately, so you get immediate results.

Editorial Reviews

Review

Excellent! We finally have a how to book with great examples, tools, and scripts for every level of employee who might touch our patients. This hands-on book equips health care providers with specific information they can use to improve the patient s experience. --Ann Campbell, CNO, Virtua Health, Marlton, NJ

Dr. Leebov has identified the crucial issues of service excellence in health care and provided the tools for addressing them. If every provider incorporated her simple techniques into every patient encounter, we would not have service problems in health care. --Thomas Anderson, M.D., M.B.A., VP, Medical Affairs, Summit Health, Chambersburg, PA

…keeps those of us who work in health care improvement and cultural change inspired to keep going…proves once again
that there is always something new to learn and share with direct health care providers and those who support them. Everyone who leads a team, nursing unit, or department in a health care setting would benefit from the concepts and tools in this book. --Sandra Geiger, VP, Performance Excellence, South Shore Hospital, South Weymouth, MA

Dr. Leebov has identified the crucial issues of service excellence in health care and provided the tools for addressing them. If every provider incorporated her simple techniques into every patient encounter, we would not have service problems in health care. --Thomas Anderson, M.D., M.B.A., VP, Medical Affairs, Summit Health, Chambersburg, PA

…keeps those of us who work in health care improvement and cultural change inspired to keep going…proves once again
that there is always something new to learn and share with direct health care providers and those who support them. Everyone who leads a team, nursing unit, or department in a health care setting would benefit from the concepts and tools in this book. --Sandra Geiger, VP, Performance Excellence, South Shore Hospital, South Weymouth, MA

About the Author

Wendy Leebov, Ed.D., is an independent consultant and author. She served as VP, Human Resources, with the Albert Einstein Healthcare Network in Philadelphia, and she was also the founder and president of the Einstein Consulting Group, nationally respected for helping more than 300 health care providers institute strategies to achieve service excellence and leadership effectiveness.

Product Details

• Paperback: 140 pages
• Publisher: American Hospital Association; 1 edition (April 21, 2008)
• Language: English
• ISBN-10: 155648352X
• ISBN-13: 978-1556483523
• Product Dimensions: 9.9 x 6.9 x 0.4 inches
• Shipping Weight: 9.6 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #317,031 in Books (See Top 100 in Books)

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