In this classic, Wendy describes a “systems”
approach to service excellence designed to help healthcare strategists
and leaders to change the organizational culture from provider-oriented
to customer-oriented.
Chapters present rationales and specific tools related to the “Ten
Pillars of Service Excellence”:
- Management Philosophy and Commitment
- Accountability
- Input and Evaluation
- Problems-Solving and Complaint Management
- Downward Comm8unciation
- Staff Development and Training
- Physician Involvement
- Reward and Recognition
- Employee as Customer
- Reminders, Refreshers and Attention Grabbers
Wendy proceeds to provide Operational Strategies that help in
- Planning for Service Excellence
- Staffing for Service Excellence, and
- Handling Resistance to a Service Excellence Strategy
Wendy also explores what it takes to address service excellence
in 13 special settings, including:
- Teaching hospitals
- Denominational settings
- Public hospitals
- Pediatric hospitals
- Psychiatric hospitals
- Unionized settings
- Ambulatory care settings
- Rehabilitation hospitals
- Chronic care settings
- Nursing homes
- Emergency departments
- Rural hospitals, and rural healthcare settings
And finally, addressing the hardest challenge of all, Wendy identifies
strategies for ensuring follow-through, so that your strategy has
staying power. |
