Synopses & Reviews
For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service weaknesses that cut across all work teams. It provides the tools needed to engage all staff in accomplishing significant results by adopting and focusing on one service improvement goal at a time.
A detailed model helps you plan for and implement service improvement to increase patient and staff satisfaction. The model is applied in the form of step-by-step, do-it-yourself tool kits that offer detailed guidance and concrete resources needed to achieve three specific objectives:
- Improving first impressions (meeting and greeting)
- Providing excellent explanations to customers
- Improving service recovery (effective complaint handling)
Review
"WAndy and her colleagues have designed an approach that really works!" (Winifred H. Schmeling, RN, PhD)
"Service Savvy Health Care addresses one of the most important issues in today's chaotic health care world: making sure the customer remains the focus of the organization." (Ron Zemke)
About the Author
WENDY LEEBOV is currently associate vice president of human resources for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for organizational learning and performance enhancement strategies.Previously, WAndy was founder and president of the Einstein Consulting Group, a subsidiary of Albert Einstein Healthcare Network that received international recognition for leadership and expertise on service and quality improvement stategies in health care. WAndy is a nationally recognized speaker, author, and consultant, having written five books on service and quality improvement, including The Healthcare Manager's Guide to Continuous Quality Improvement (with Clara Jean Ersoz, MD), Service Quality Improvement: The Customer Satisfaction Strategy for Health Care and Healthcare Managers in Transition (with Gail Scott), and Patient Satisfaction: A Guide to Practice Enhancement (with Gail Scott and Michael Vergare, MD). WAndy has her BA degree from Oberlin College, as well as her master's and doctoral degrees in education from the Harvard Graduate School of Education. SUSAN AFRIAT is currently director of organization development and team services for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for quality-improvement team support, organization development, and team-building strategies for the multihospital system's Department of Organization and Staff Development (a part of human resources).Susan was formerly senior consultant with the Einstein Consulting Group, responsible for design and implementation of comprehensive service quality improvement programs in hospitals, ambulatory care facilities, and managed care organizations. Before that, she was training specialist for ambulatory care facilities in a regional training program serving five states. Susan coauthored with WAndy Leebov "Customer Service Excellence in Ambulatory Care Organizations," Journal of Healthcare Marketing, 1989.Susan has her BA degree in social welfare and her MEd in health education from Temple University. JEANNE PRESHA is currently director of performance enhancement in the department of human resources for the Albert Einstein Healthcare Network in Philadelphia, where she directs adult basic education and literacy programs, on-site college programs, and alignment of performance management tools with the network's values. She also manages values alignment initiatives and develops and implements train-the-trainer and management development programs. In addition, Jeanne created the "At Your Service" training program for frontline employees.An experienced manager in health care and other service industries, Jeanne has developed a comprehensive system of work redesign and skill-building strategies to help health care employees tool up for effectiveness in the dynamic health care environment. Previously, Jeanne worked at Thomas Jefferson University Hospital in Philadelphia for three years, where she consulted to university and hospital departments on internal organization development, designed and implemented hospitalwide education programs, and provided management and supervisory development programs.Jeanne has her BS degree in marketing education from Temple University and her MS degree in organizational behavior from the University of Pennsylvania.
Table of Contents
About the Authors.
Preface.
About This Book.
Acknowledgments.
THE PURSUIT OF SERVICE IMPROVEMENT.
1. Using Breakthrough Objectives to Drive Service Improvement.
2. Tools for Planning Your Service Improvement Pursuits.
3. The 10-Step Service Improvement Process.
DO-IT-YOUSELF KITS FOR PURSUING THREE SPECIFIC SERVICE OBJECTIVES.
4. Do-It-Yourself Kit for Improving First Impressions.
5. Do-It-Yourself Kit for Improving Explanations to Customers.
6. Do-It-Yourself Kit for Improving Service Recovery.
HELP CLINIC.
7. Special Considerations for Large Health Care Organizations.
8. Special Considerations for Medical Practices.
9. Your Questions Answered.
Index.