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The
Indispensable Health Care Manager: Success Strategies for a Changing
Environment Leebov and Scott; Hardcover;
288 pages; $40. ACHE 2003 Health Care Book of the Year! Identifies
ten role shifts needed by managers who want to add significant value
to their organizations and enhance their employability. Self-assessments,
case situations and concrete tools that build key leadership competencies.
Great for individual coaching or leadership development. |
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Achieving
Impressive Customer Service: Seven Strategies for the Health Care
Manager Leebov, Scott, and Olson; paper;
312 pages; $35.95 Best Seller! Seven powerful strategies critical
to effective service management. Easy-to-use tools for hiring for
customer service, removing barriers, soliciting customer feedback,
installing standards, scripts and protocols, and much more. |
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Service
Savvy Health Care: One Goal at a Time
Leebov, Afriat, and Presha; Paper; 276 pages. $34.95. All the
specifics you need to pursue three “breakthrough” service
improvement objectives. Toolkits focus on “creating great first
impressions”, “great explanations”, and “effective
service recovery/complaint management.” |
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Service
Quality Improvement: The Customer Satisfaction Strategy for Health
Care Leebov and Scott; Paper; 362 pages.
$52.95. A goldmine of approaches to help you build a service-oriented
culture and focus all employees on service excellence and continuous
service improvement. |
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Series
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Customer Service Guides for Frontline Employees by
Wendy Leebov.
Great standalone resources on specific
customer service skills; terrific texts for employee development.
Scripts, protocols and mind-stretching exercises. |
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Assertiveness
Skills for Professionals in Health Care paper;
53 pages; $11.95. Helps employees be effectively assertive
in interactions with patients, families, physicians, and coworkers.
Clarifies assertiveness, aggressiveness and passivity. Case situations,
self-assessment tools and practice exercises. Great for individuals/groups. |
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Customer
Service for Professionals in Health Care paper;
65 pages. $12.95. Reinforces a customer orientation and develops
key customer-oriented behaviors. Self-assessment and practice exercises
make employees more conscious of customer needs and adept at meeting
these needs daily. Terrific text for staff development. |
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Telephone
Skills for Professionals in Health Care paper;
62 pages. $12.95. How to handle the phone with professionalism,
tact and impressive customer service. Scripts, self-assessment tools
and practice exercises. Great for staff development. |
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Resolving
Complaints for Professionals in Health Care paper;
58 pages. $11.95. For frontline employees, shows that customer
complaints are a second chance to make things right. Builds tact,
compassion, creative problem-solving and follow through. Case situations,
self-assessments and practice exercises for sharpening complaint-handling.
Great for individuals and groups. |
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Working
Together for Professionals in Health Care paper;
48 pages. $9.95. How you can personally influence the quality
of your relationships with others to enhance job satisfaction, customer
satisfaction and workplace harmony. Scripts, self-assessments, and
practice exercises. A great gift for individuals and terrific for
training and team-building. |
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End of series |
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Health
Care Managers in Transition: Shifting Roles for Changing Organizations
Leebov and Scott; Hardcover; 232 pages; Best-Seller;
$40.95. An easy read for managers that explains critical demands
of their jobs in today’s challenging, turbulent environment.
Self-assessment devices, case examples and concrete tools for making
critical role shifts. |
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Patient
Satisfaction: The Practice Enhancement Guide for Physicians
Leebov, Vergare, and Scott; Medical Economics
Books; 1990, $54.95. Concrete tools for creating a medical
practice that attracts, pleases and retains patients and their families.
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The
Health Care Manager’s Guide to Continuous Quality Improvement
Leebov, and Ersoz; Paper; 234 pages, $24.95.
How to manage for continuous improvement in clinical and service processes.
Models and tools for customer-driven management and process improvement
teams. |
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Service
Excellence: The Customer Relations Strategy for Health Care
Leebov; Paper; 349 pages. 1988. Reprinted 2003.
$21.95. Originally called “the bible of service excellence”.
Tools and strategies that align everyday practices with your service
priority. How to strengthen “Ten Pillars of Service Excellence”
including leadership, accountability, customer feedback, training,
recognition, communication, physician performance, and employee satisfaction. |
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| Tools |
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The Language of Empathy: 77
Practice Exercises for Healthcare Employees Leebov
and Hensler-Cullen; 2003; notebook with reproducible worksheets
and facilitator’s guide. $29. Collection of 5-minute
practice situations that help caregivers expand their feeling vocabularies
and express empathy to patients and families. Great with individuals
and groups for quick coaching and practice. |
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Service Improvement
Toolkits for Healthcare Managers Leebov.
2003. Ready-to-use tools for managers and service improvement
teams determined to institute improvements in key dimensions of
customer service; overall strategy, thorough explanations of each
tool, templates and worksheets. Each toolkit alos has a 90 minute
plan for a manager "briefing" that orients managers to
the toolkit.
Manager’s
Toolkit on Improving Explanations to Patients and Other Customers$50
Manager’s Toolkit for Improving
Customer Service on the Phone $50
Manager’s Toolkit for Improving
the Way Staff Members Handle Complaints $50
Manager’s Toolkit on “First
Impressions Last” $50
Manager’s Toolkit on Strengthening
Interdepartmental Cooperation $50 |
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