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Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital

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Title: Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital
Author: Gregory D. Erickson, Kalina Janevska, Qaalfa Dibeehi, Rhonda Dishongh
ISBN: 1466583088 / 9781466583085
Format: Hard Cover
Pages: 137
Publisher: Productivity Press
Year: 2013
Availability: 2 to 3 weeks
     
 
  • Description
  • Contents

Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success.

Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a range of industries, including healthcare, telecom, and financial services. Each chapter begins with a case study that describes the experiences of the authors—the director of customer experience design, the director of imaging services, a consultant, and a business psychologist—allowing readers to learn from their success and struggles.

Each chapter also includes a management learning section that provides practical advice and helpful tips for healthcare managers on their journey towards achieving excellence in the patient experience. Representing decades of battle-tested experience, this book will not only help you understand the components required to build a customer-centric culture, but will also provide the mindset you will need to strike the ideal balance between patient (aka customer) satisfaction and business benefit.

Preface

Chapter 1 : The Story : What Really Happened
Chapter 2 : Begin to Spark
Chapter 3 : Personalize to Motivate
Chapter 4 : Serve to Lead
Chapter 5 : Connect to Engage
Chapter 6 : Fail, then Account
Chapter 7 : Succeed, then Recognize
Chapter 8 : Inject Fun to Release Pressure
Chapter 9 : Measure to Coach
Chapter 10 : Action Program Spirit to Achieve Excellence
Chapter 11 : Get Help to Be Independent

Epilogue: One Year Later : Making It Stick Even When It Gets Sticky
Index

 
 
 
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