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.

The Health Care Manager's Guide to Continuous Quality Improvement

Reference

Leebov, Wendy

Encyclopedias & Subject Guides

iUniverse

For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service challenges that cut across all work teams through a "one goal at a time" approach. Book includes do-it-yourself kits that offer detailed guidance and concrete resources needed to achieve three objectives: Improving first impressions Providing excellent explanations to customers Improving service recovery (effective complaint handling)

Service Savvy Health Care: One Goal At A time

Medical Books

Presha, Jeanne

Afriat, Susan H.

Administration & Medicine Economics

iUniverse, Inc.

An AHA Press/Jossey-Bass Publication A comprehensive array of detailed, useful strategies to improve customer service are presented in this easy-to-use manual. Health care administrators, managers, and supervisors in any provider organization, regardless of size, will benefit from core service strategies like: <ul>
<li>Establishing high standards of customer service</li> <li>Helping staff hear the voice of the customer</li> <li>Hiring customer service pros</li> <li>Helping staff cope better in a stressful atmosphere</li> <li>Reducing anxiety to increase satisfaction</li> <li>and more!</li> </ul>

Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager

Scott, Gail

Olson, Lolma

Health, Fitness & Dieting

Jossey-Bass Inc Pub

In our competitive health care environment, managers need a variety of skills to excel in the diverse roles they are expected to perform. The Indispensable Health Care Manager offers managers the vital information and tools they need to succeed in today's tumultuous workplace environment. Based on Wendy Leebov and Gail Scott's extensive experience working with health care managers in a wide variety of settings, the book is filled with real-life situations and illustrative examples. The Indispensable Health Care Manager contains ten mindset or role shifts that are key to management survival, self-assessment devices for helping a manager determine how he or she may benefit from a particular shift, and tools for making the shift. This essential resource includes more than a hundred tools managers can use to make the transition to indispensability.

The Indispensable Health Care Manager: Success Strategies for a Changing Environment

Book by Leebov, Wendy, Vergare, Michael, Scott, Gail

Patient Satisfaction: A Guide to Practice Enhancement

Vergare, Michael

Practice Mgmt Information Corp

In our competitive health care environment, managers need a variety of skills to excel in the diverse roles they are expected to perform. The Indispensable Health Care Manager offers managers the vital information and tools they need to succeed in today's tumultuous workplace environment. Based on Wendy Leebov and Gail Scott's extensive experience working with health care managers in a wide variety of settings, the book is filled with real-life situations and illustrative examples. The Indispensable Health Care Manager contains ten mindset or role shifts that are key to management survival, self-assessment devices for helping a manager determine how he or she may benefit from a particular shift, and tools for making the shift. This essential resource includes more than a hundred tools managers can use to make the transition to indispensability.

The Indispensable Health Care Manager: Success Strategies for a Changing Environment (Jossey-Bass Health Series)

Business & Money

Management & Leadership

Jossey-Bass

The Changing Role of Health Care Managers A valuable guide that helps health care managers redefine theirresponsibilities so they can function more effectively in thisdramatically evolving industry. The authors identify and describethe ten key role shifts that are part of making the transition to a new, more dynamicstyle of leadership. Filled with questionnaires and step-by-stepguidelines, this hands-on tool offers sound insights andnuts-and-bolts advice.

Health Care Managers in Transition: Shifting Roles and Changing Organizations

About this book: Designed for healthcare change agents, organizational development specialists, department directors, trainers, human resources personnel, administrators and service improvement team leaders and facilitators, and consultants, this book is a practical guide to creating an organization-wide strategy that results in heightened staff awareness of the importance of customers, higher levels of patient/customer satisfaction and continuous improvement in service behavior and systems. After building a case in Part I for the potential of impressive service quality as an unparalleled competitive advantage, Part II identifies concrete tactics that help change agents, teams and healthcare leaders to align everyday practices with the organization's focus on service quality. Tactics are provided that support "ten pillars of service excellence", including Leadership Philosophy and Commitment, Accountability, Input and Evaluation, Problem-Solving and Complaint Management, Staff Development and Training, Reward and Recognition, Communication, Physician Performance, Employee as Customer, and Refreshers and Reminders. Part III provides operational strategies, including planning and staffing for service excellence, handling resistance, and giving your strategy "staying power."

Service Excellence: The Customer Relations Strategy for Health Care

Health Forum

This short book helps healthcare employees to develop a strong customer orientation toward patients, physicians, coworkers and other customers. It identifies key behaviors that reflect a customer orientation in typical healthcare interactions and also provides self-assessment and practice exercises to help employees become more conscious of their customers' needs and more adept in meeting these needs every day.

Customer Service in Health Care

Amer Hospital Pub

Health care organizations are increasingly embracing continuous quality improvement as essential to the continued delivery of high-quality patient care. Surprisingly, there is little information available for managers who must translate the principles of continuous improvement into practical reality. The Health Care Manager's Guide to Continuous Quality Improvement supplies managers with guidelines to make customer-driven management and continuous improvement an everyday routine.

The Health Care Manager's Guide to Continuous Quality Improvement (J-B AHA Press)

Ersoz MD, Jean

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Books by Leebov, Wendy