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| Preface | ||
| Acknowledgments | ||
| Ch. 1 | The Revolution Has Begun | 1 |
| Ch. 2 | Customer Service: The Next Battleground | 11 |
| Ch. 3 | Managed Care's Monetary Measures | 27 |
| Ch. 4 | Competing Means Satisfying Patients | 41 |
| Ch. 5 | Angry Patients Want Dramatic Improvements | 51 |
| Ch. 6 | Indifference Causes Its Own Kind of Pain | 65 |
| Ch. 7 | Patient Satisfaction as a Low Priority for Most Providers | 81 |
| Ch. 8 | Excellence through a Cultural Conversion: A Case Study: Bradley Memorial Hospital | 107 |
| Ch. 9 | Unleashing Customer Service through Servant Leadership | 117 |
| Ch. 10 | Focus on Customer Service | 135 |
| Ch. 11 | Sanction Employees to Serve - Mind, Body, and Soul | 149 |
| Ch. 12 | Guaranteed Service: Lake Forest Hospital's Approach to Customer Satisfaction | 167 |
| Ch. 13 | CQI and Patient Satisfaction | 177 |
| Ch. 14 | An "Aloha" Approach to Patient Relations: The Queen's Medical Center | 183 |
| Ch. 15 | Customer Service Commandos: Holy Cross Hospital's War to Improve Patient Satisfaction | 195 |
| Epilogue | 205 | |
| Index | 207 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Graciela Brown
reviewed The Customer Service Revolution in Health Care on March 04, 2017 The Customer Service Revolution in Health Care
A very short but incredibly insightful text on management. This book does tells the story of how Jack Welch turned G.E. into a business powerhouse, explaining how he did it. The takeaways that come to mind are removing wasteful bureaucracy, empowering every worker and harnessing everyone's ideas, only sticking in industries where you can be either number 1 or 2, and not letting the past dictate the future. Welch wasn't afraid to change something that wasn't broken, and in doing so, he made a great thing even better. On a more personal level, I really enjoyed thinking about these lessons as applied to my own life: focus only on what is important and gives you the most outcome. Don't waste time on things that never really get you anything. I found that when I looked at my life in that light, I found a lot of unnecessary things in it that were stealing time and not adding benefit.
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Add The Customer Service Revolution in Health Care, In the summer of 1995, a group of representatives of some of the country's largest employers and purchasers of health insurance agreed to pursue a fundamental shift in emphasis in the nation's managed healthcare systems: now that costs have begun to be co, The Customer Service Revolution in Health Care to the inventory that you are selling on WonderClubX
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Add The Customer Service Revolution in Health Care, In the summer of 1995, a group of representatives of some of the country's largest employers and purchasers of health insurance agreed to pursue a fundamental shift in emphasis in the nation's managed healthcare systems: now that costs have begun to be co, The Customer Service Revolution in Health Care to your collection on WonderClub |
