 Customer Service in Health Care: A Grassroots Approach to Creating a Culture of Service Excellence
ISBN: 978-0-7879-5251-8
Paperback
176 pages
July 2000, Jossey-Bass
US $45.00
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List of Figures and Tables.
About the Author.
Preface.
Acknowledgements.
Why Customer Service.
Setting Your Course - Senior Leadership that Takes the Wheel.
Championing Buy-In and Ownership - You Can't Do It Alone.
Where Are You Now? - Establishing Your Baseline.
Creating Meaningful Standards to Live By.
The Training Sessions - Getting Everyone on the Same Page.
Keeping the Effort Alive.
Customer Service Pointers for Physicians.
A Message for Nurses.
Measuring Results.
Index.
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