Author : Wendy Leebov
Publisher : AHA Press
Page : 148 pages
File Size : 36,42 MB
Release : 2008
Category : Medical
ISBN :
If you're looking for simple tools and techniques to create a more fulfilling environment for staff and patients, this book contains the answers. It is filled with exercises, checklists, meeting plans, question guides, scripts, and coaching techniques that will help bring control and humanity back to caregivers and patients. It enables everyone to deliver the exemplary care patients' deserve.
Author : M. Robert deJong
Publisher : Elsevier Health Sciences
Page : 241 pages
File Size : 45,81 MB
Release : 2017-09-28
Category : Medical
ISBN : 0323545874
Providing a solid foundation in sonography, Craig's Essentials of Sonography and Patient Care, 4th Edition prepares you to succeed in the classroom and in practice. Divided into two parts, this updated text first describes the origins and evolution of diagnostic medical sonography, defines important terminology, and provides proven study techniques such as note taking, effective listening, and test-taking strategies. The second section prepares you for the clinical environment, covering topics from the sonography perspective such as taking a patient's vital signs, safety considerations, body mechanics, patient transfer, infection control, emergency procedures, and assisting patients with special needs. Additionally, survival skills throughout the text seek to build students' problem solving skills to help them adjust both academically and in the clinical setting. - UPDATED! JRC-DMS content ensures you are up-to-date on the latest standards. - The only text devoted entirely to entry-level students provides a foundation of essential knowledge ensuring your educational and professional success. - Step-by-step presentation of patient care in a sonography setting teaches you how to perform basic medical techniques and interact with patients. - Safety Issues chapter explains how to scan with proper scanning technique and posture to avoid repetitive-motion musculoskeletal injuries. - Note boxes add information on applying concepts to the clinical setting. - Objectives and key terms introduce each chapter's important content. - Chapter summaries simplify study and review by recapping the most important points. - Glossary of Spanish phrases covers common instructions for better communication with Spanish-speaking patients. - HIPAA information provides the knowledge that you will need to comply with federal law. - NEW! Coverage of aseptic and non-aseptic infection control techniques prepares you to work with patients in the clinical environment. - NEW! Inclusion of critical thinking "survival skills" help you to adjust your problem-solving skills both academically and in the clinical setting. - NEW! Expanded accreditation section guides you through the full process in detail. - NEW! Full-color design helps break up content and bring it to life.
Author : William R. Johnson, CRA, FAHRA, MBA
Publisher : LULU
Page : 64 pages
File Size : 33,10 MB
Release : 2014-01-13
Category : Science
ISBN : 1304497704
In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
Author : Wendy Leebov
Publisher :
Page : pages
File Size : 35,39 MB
Release : 2014-06-01
Category :
ISBN : 9780988258716
Author : Wendy Leebov
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 15,8 MB
Release : 2012-10-29
Category : Medical personnel and patient
ISBN : 9781479364053
Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.
Author : Kristin Baird
Publisher : John Wiley & Sons
Page : 176 pages
File Size : 22,17 MB
Release : 2014-07-25
Category : Health & Fitness
ISBN : 111902031X
Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing
Author : Wendy Leebov
Publisher : Createspace Independent Publishing Platform
Page : 0 pages
File Size : 16,56 MB
Release : 2012-09-30
Category : Consumer satisfaction
ISBN : 9781480100497
Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: - Managers of service lines, ancillary services and support service in hospitals and systems - Administrators who want to provide managers with powerful tools for making improvements - Managers in managed care, ambulatory care, medical practices, home care and long-term care - Administrative physicians - Professionals in training, education, and organization development - Change agents and consultants - Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you!
Author : Kathryn D. Cramer
Publisher : John Wiley & Sons
Page : 288 pages
File Size : 21,74 MB
Release : 2014-02-17
Category : Business & Economics
ISBN : 1118658086
How to implement effecitve, magnetic leadership by applying asset-based thinking and shifting your mindset from the negative to the positive Lead Positive takes the fundamentals of Asset-Based Thinking (ABT) and turns them into a playbook for successful leadership. ABT is a simple mindset management process that shows people how to make small shifts in perception and thinking to achieve great results. Cramer shows leaders how to apply ABT to shift their attention away from what is negative and learn to intentionally shine the spotlight on the positive, beneficial facts of a situation. As they make this mental shift from negative to positive aspects, they improve their optimism, empathy, and confidence. When their mindset zooms in on what is strong, valuable, and possible, what they say and do is far more likely to inspire others to action. In short, ABT helps leaders shift internally so they can excel externally. Lead Positive weaves neuroscience and positive psychology to create effective leadership strategies.
Author : Wendy Leebov
Publisher : iUniverse
Page : 0 pages
File Size : 34,38 MB
Release : 2003-06-24
Category : Medical care
ISBN : 0595283667
Designed for department directors, physician chiefs, product and service line managers, improvement team leaders and facilitators, administrators, and trainers, this book is a practical guide to managing for continuous improvement in clinical and service processes. Part I lays out the concept of continuous quality improvement, the customer-driven management model and an exploration of the manager's role in quality improvement. Part II explores customer-driven management and process improvement--two models that build data-driven self-correction into daily management routines. Part III presents an in-depth discussion of the most useful and user-friendly tools of process improvement--tools that make processes, root causes of problems, decisions and plans visible and therefore easy discuss and reengineer. Part IV addresses typical concerns managers identify in their pursuit of quality improvement.
Author : Thomas G. Rundall
Publisher : Jossey-Bass
Page : 328 pages
File Size : 20,45 MB
Release : 1998-09-30
Category : Business & Economics
ISBN :
After Restructuring examines nine hospital systems as they go through the process of restructuring and reports on the most effective strategies and practices for making organizational change within hospitals and other health care organizations. The practical strategics presented in this book are based on solid qualitative research, case study methodology, and organizational theory. After Restructuring shows what actually happens in health care institutions that have restructured their clinical operations and offers valuable information on how to strategically plan and manage the effects of change on patient care, nursing, and the culture of the organization.
