Advertisement
| what is service excellence in healthcare: Customer Service in Health Care Kristin Baird, 2014-07-25 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 |
| what is service excellence in healthcare: Achieving Service Excellence Myron D. Fottler, Robert Clayton Ford, Cherrill P. Heaton, 2010 Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure. This second edition has been completely updated. Concepts have been expanded to include information on: Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar. |
| what is service excellence in healthcare: Achieving Service Excellence Myron D. Fottler, Robert Clayton Ford, Cherrill P. Heaton, 2002 On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. Compete successfully in today's customer-driven market. Enhance your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing superior service. |
| what is service excellence in healthcare: Service Design and Service Thinking in Healthcare and Hospital Management Mario A. Pfannstiel, Christoph Rasche, 2018-12-28 This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience. |
| what is service excellence in healthcare: Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System Joseph A. Michelli, 2011-05-20 THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out. |
| what is service excellence in healthcare: The Toyota Way to Service Excellence: Lean Transformation in Service Organizations Jeffrey K. Liker, Karyn Ross, 2016-09-23 The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean. |
| what is service excellence in healthcare: Affordable Excellence William A. Haseltine, 2013 Today Singapore ranks sixth in the world in healthcare outcomes well ahead of many developed countries, including the United States. The results are all the more significant as Singapore spends less on healthcare than any other high-income country, both as measured by fraction of the Gross Domestic Product spent on health and by costs per person. Singapore achieves these results at less than one-fourth the cost of healthcare in the United States and about half that of Western European countries. Government leaders, presidents and prime ministers, finance ministers and ministers of health, policymakers in congress and parliament, public health officials responsible for healthcare systems planning, finance and operations, as well as those working on healthcare issues in universities and think-tanks should know how this system works to achieve affordable excellence.--Publisher's website. |
| what is service excellence in healthcare: The Baptist Health Care Journey to Excellence Al Stubblefield, 2011-01-31 An insider's look at corporate culture at one of Fortune’s Top 100 Best Companies to Work for in America A business can purchase, imitate, or replicate most of its elements, but when a business places its competitive advantage with its people, it can become the market leader. The Baptist Health Care Journey to Excellence illustrates how Baptist Health Care went from a customer satisfaction rating of less than 20 percent to being consistently ranked in the 99 percent range. Written by the man who made it happen, this book sets benchmarks and best practices for organizations to measure themselves against by creating a service-centered culture that cares first and foremost about customer satisfaction. This crystal-clear book offers to any who will listen invaluable, detailed guidance on how and why to move toward a true culture of excellence in hospital care. It isn't easy, but, as their results show, it's a journey well worth taking. —Donald M. Berwick, MD, president and CEO, Institute for Healthcare Improvement The Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization. Order your copy today! |
| what is service excellence in healthcare: Pursuing Excellence in Healthcare Arthur M. Feldman, 2009-09-03 Much as it is with the nation‘s overall healthcare system, the survival of academic medical centers (AMC‘s) is threatened by a combination of economic, cultural, and demographic factors. If AMC‘s are to survive to fill their societal responsibilities, they must adopt a new philosophy. Challenging assumptions and providing the shift in perspective t |
| what is service excellence in healthcare: Practicing Excellence Stephen C. Beeson, 2006 So much of a medical organisation's success rides on the leadership, conduct, and performance of its physicians. How does a health care organisation engage its physicians to lead by example? And how does a physician, in the midst of 25 appointments, 30 phone messages, hospital rounds, and the details of managing a clinical practice, do what needs to be done to foster satisfaction and loyalty among patients? This book eloquently answers these questions. Beeson has created a brilliant guide to implementing physician leadership and behaviour that will create a high-performance workplace built on collaboration, commitment, purpose, and making a difference in the lives of the patients it serves. |
| what is service excellence in healthcare: Quality Health Care Robert C. Lloyd, 2004 Written by an internationally-recognized expert in the field of quality management, this book will serve as your guide for planning and implementing a successful quality measurement program in your healthcare facility. It begins by presenting an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most. You'll also learn how to select and define indicators to collect data and how to organize data into a dashboard that can provide feedback on your progress toward quality measurement. Finally, this book shows you how to analyze your data by detailing how variation lives in your data, and whether this variation is acceptable. Case studies are provided to demonstrate how quality measurement can be applied to clinical as well as operational aspects of healthcare delivery. |
| what is service excellence in healthcare: Hardwiring Excellence Quint Studer, 2003-01-01 To make health care a better place for employees to work, physicians to practice medicine, and patirents to receive care. |
| what is service excellence in healthcare: Redesigning Healthcare Delivery Peter Boland, 1996 One of the greatest challenges in health care is reaorganizing its core processes. These reorganization initiatives are most often pursued under pressure from empoyers, consumers, advances in medical technologies, and changes in payer policy. Redesigning Healthcare Delivery teaches practitioners, managers, and executives proven new ways to predict and manage the needs of patient populations, improve customer service, and refocus their organizations on administrative and clinical tasks to ensure future success. |
| what is service excellence in healthcare: If Disney Ran Your Hospital Fred Lee, 2004 Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an experience, not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as the best by their own employees, consumers, and community. |
| what is service excellence in healthcare: The Six Principles of Service Excellence Theo Gilbert-Jamison, 2005-08-09 In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results. |
| what is service excellence in healthcare: Health Care Administration Lawrence F. Wolper, 2004 Health Care Administration continues to be the definitive guide to contemporary health administration and is a must-have reference for students and professionals. This classic text provides comprehensive coverage of detailed functional, technical, and organizational matters. |
| what is service excellence in healthcare: Transforming Health Care Charles Kenney, 2010-11-08 For decades, the manufacturing industry has employed the Toyota Production System the most powerful production method in the world to reduce waste, improve quality, reduce defects and increase worker productivity. In 2001, Virginia Mason Medical Center, an integrated healthcare delivery system in Seattle, Washington set out to achieve its compe |
| what is service excellence in healthcare: Demanding Medical Excellence Michael L. Millenson, 1999 A three-time Pulitzer Prize nominee as a health-care reporter for the Chicago Tribune illustrates serious flaws in contemporary medical practice and shows ways to improve care and save tens of thousands of lives. |
| what is service excellence in healthcare: You Make the Call - Healthcare's Mandate for Post-Discharge Follow Up Kristin Baird, 2013-02 Every day, thousands of people are discharged from hospitals. While relieved to be going home, they are often frightened and insecure about caring for themselves at home. How the hospital manages follow up can make a world of difference in spotting adverse reactions, quelling fears, and providing appropriate direction. Adverse conditions can lead to costly readmissions that hurt the bottom line and dissatisfied consumers who can hurt the hospital's reputation. You Make the Call presents a solid case for a post-discharge call system to improve clinical outcomes and improve the patient experience. This book provides the rationale and key steps for launching a post-discharge follow-up call process. Kristin Baird offers case examples, models, and tools to help you evaluate the need for follow-up calls as well as tools for integrating them into a comprehensive care plan. An award-winning author and consultant, Baird's expertise stems from over 30 years as a nurse, executive, and consultant. Her passion for the patient experience has set her career path and is a driving force behind this book. Are you doing post-discharge follow up? Does it make sense for your organization? Should you devote resources to post-discharge calls? Read Baird's book and then you make the call. |
| what is service excellence in healthcare: Four Essential Disciplines Kenneth M. Hekman, 2010-02-23 At the Clinton Global Initiative annual meeting in 2008, a theme emerged that was shared by government representatives, NGO leaders, and philanthropists. It was the recognition that health services management capacity in developing countries must be expanded if sustainable advances are to be made in healthcare over the next decade. It was also acknowledged that inadequate attention and resources have been directed at this problem to date. Four Essential Disciplines offers leaders the knowledge keys for driving positive change for healthcare organizations around the globe. It presents basic principles in ways that allow readers to adapt to their own culture and context. It is an essential training guide for every healthcare leader and manager. |
| what is service excellence in healthcare: Improving Healthcare Quality in Europe Characteristics, Effectiveness and Implementation of Different Strategies OECD, World Health Organization, 2019-10-17 This volume, developed by the Observatory together with OECD, provides an overall conceptual framework for understanding and applying strategies aimed at improving quality of care. Crucially, it summarizes available evidence on different quality strategies and provides recommendations for their implementation. This book is intended to help policy-makers to understand concepts of quality and to support them to evaluate single strategies and combinations of strategies. |
| what is service excellence in healthcare: Improving Healthcare Team Performance Leslie Bendaly, Nicole Bendaly, 2012-09-21 Practical, proven techniques for improving team performance in the health care world Teams and collaboration have become an expectation in most healthcare facilities and environments. It is accepted that high performance, patient focused teams are critical to quality patient care. However, there is often a wide gap between traditional practices and the new behaviours and practices required for teamwork and collaboration. Improving Health Care Team Performance goes beyond theory to provide the knowledge, tools, and techniques required to develop a single team, or to develop an organization wide team based culture, from which exceptional patient care emerges. Most uniquely it emphasizes that effective teamwork goes far beyond team dynamics and provides detailed description of additional requirements, such as shared learning and change compatibility, and how to fulfill them. A practical handbook for healthcare leaders striving to ensure a superior patient experience and high quality of care, Improving Healthcare Team Performance not only provides specifics on how to develop high functioning teams, whether multidisciplinary, interdisciplinary, or departmental but also offers those dealing with the common healthcare leadership challenges of low morale, poor communication, interpersonal conflict, and lack of knowledge sharing the tools to take immediate action to improve performance. Providing a proven approach to addressing and preventing everyday issues impacting patient care, Improving Health Care Team Performance contains everything needed to identify areas of greatest need within a team or department, take targeted action to address key gaps, and measure progress towards positive change. Presents a clear depiction of what constitutes collaboration and a high-performing patient focused team. This includes the skills and practices required to improve team performance and ultimately the quality of patient care, how to develop new attitudes and behaviours within the team, as well as the leadership requirements for success in a patient focused, team based culture. Provides a set of development tools accessible online to help the reader quickly and easily apply the knowledge gleaned. Offers targeted solutions including tips/recommendations, a step-by-step approach for affecting necessary change at every level of the organization, and skills and team development activities. Designed for leaders working in any healthcare environment, Improving Health Care Team Performance is a practical approach to improving team performance and the quality of patient care. |
| what is service excellence in healthcare: Equity and excellence: Great Britain: Department of Health, 2010-07-12 Equity and Excellence : Liberating the NHS: Presented to Parliament by the Secretary of State for Health by Command of Her Majesty |
| what is service excellence in healthcare: The Experience Bruce Loeffler, Brian Church, 2015-03-23 Bring Disney-level customer experience to your organizationwith insider guidance The Experience is a unique guide to mastering the art ofcustomer service and service relationships, based on the principlesemployed at the renowned leader in customer experience— the Walt Disney Company. Co-Author Bruce Loefflerspent ten years at Disney World overseeing service excellence, andhas partnered with Brian T. Church in this book, to show you how tobring that same level of care and value to your own organization.Based on the I. C.A.R.E. model, the five principles —Impression, Connection, Attitude, Response, and Exceptionals— give you a solid framework upon which to raise the level ofyour customer experience. You will learn how to identify yourcustomer service issues and what level of Experience you arecurrently offering. You can then determine exactly what thecustomer experience should be for your company, and the changesrequired to make it happen. The Walt Disney Company is the most recognized name in the worldfor customer service. The Disney Experience draws customers fromall around the world,. This book describes what it takes to achievethat level of Experience, and how any organization can do it withthe right strategy and attention to detail. When the Experience isenhanced, the opportunity arises to convert customers toambassadors who will share their Experience with others. Find the experience and what it means to theOrganization Learn the five levels of experience, and why most companiesfail at it Identify service problems that face every company in themarketplace Utilize the Experience Quotient and apply the I. C.A.R.E.principles Learn how to convert customers to ambassadors who share theirstory with others Customers are the lifeblood of business. A great product offeringisn't enough in today's marketplace, where everyone's looking foran experience.” Imagine the kind of value a Disney-levelcustomer experience could bring to your organization. TheExperience is a guide to getting there, from an insider'sperspective. |
| what is service excellence in healthcare: Redefining Health Care Michael E. Porter, Elizabeth Olmsted Teisberg, 2006 The U.S. health care system is in crisis. At stake are the quality of care for millions of Americans and the financial well-being of individuals and employers squeezed by skyrocketing premiums-not to mention the stability of state and federal government budgets. In Redefining Health Care, internationally renowned strategy expert Michael Porter and innovation expert Elizabeth Teisberg reveal the underlying-and largely overlooked-causes of the problem, and provide a powerful prescription for change. The authors argue that participants in the health care system have competed to shift costs, accumulate bargaining power, and restrict services, rather than create value for patients. This zero-sum competition takes place at the wrong level-among health plans, networks, and hospitals-rather than where it matters most, in the diagnosis, treatment, and prevention of specific health conditions. Redefining Health Care lays out a breakthrough framework for redefining health care competition based on patient value. With specific recommendations for hospitals, doctors, health plans, employers, and policy makers, this book shows how to move to a positive-sum competition that will unleash stunning improvements in quality and efficiency. |
| what is service excellence in healthcare: Principles of Total Quality Vincent K. Omachonu, Joel E. Ross, 2004-05-27 In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors. This edition addr |
| what is service excellence in healthcare: Handbook of Healthcare Management Myron D. Fottler, Donna Malvey, Donna J.Slovensky, 2015-09-25 The Handbook of Healthcare Management is a comprehensive examination of key management practices for global healthcare organizations, arguing that insight into and implementation of these practices is essential for success and sustainability. |
| what is service excellence in healthcare: Service Excellence Ruth N. Bolton, 2016-04-18 The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing. |
| what is service excellence in healthcare: Quality Health Care Lloyd, 2017-08-29 Written by an internationally-recognized expert in the field of quality management, this text is an essential guide for understanding how to plan and implement a successful quality measurement program in your healthcare facility. It begins by presenting an overview of the context for quality measurement, the forces influencing the demand for quality reform, how to listen to the voice of the customer, and the characteristics of quality that customers value most. Students will also learn how to select and define indicators to collect data and how to organize data into a dashboard that can provide feedback on progress toward quality measurement. Finally, this book explores how to analyze the data by detailing how variation lives in your data, and whether this variation is acceptable. |
| what is service excellence in healthcare: The Future of the Public's Health in the 21st Century Institute of Medicine, Board on Health Promotion and Disease Prevention, Committee on Assuring the Health of the Public in the 21st Century, 2003-03-01 The anthrax incidents following the 9/11 terrorist attacks put the spotlight on the nation's public health agencies, placing it under an unprecedented scrutiny that added new dimensions to the complex issues considered in this report. The Future of the Public's Health in the 21st Century reaffirms the vision of Healthy People 2010, and outlines a systems approach to assuring the nation's health in practice, research, and policy. This approach focuses on joining the unique resources and perspectives of diverse sectors and entities and challenges these groups to work in a concerted, strategic way to promote and protect the public's health. Focusing on diverse partnerships as the framework for public health, the book discusses: The need for a shift from an individual to a population-based approach in practice, research, policy, and community engagement. The status of the governmental public health infrastructure and what needs to be improved, including its interface with the health care delivery system. The roles nongovernment actors, such as academia, business, local communities and the media can play in creating a healthy nation. Providing an accessible analysis, this book will be important to public health policy-makers and practitioners, business and community leaders, health advocates, educators and journalists. |
| what is service excellence in healthcare: An Introduction To Excellence In Practice Development In Health And Social Care McSherry, Rob, Warr, Jerry, 2008-06-01 This introductory text outlines what is meant by excellence in practice and explores the core contemporary issues used to illustrate excellence, including evidence-based practice, clinical governance, and health and social care standards. |
| what is service excellence in healthcare: Service Quality and Productivity Management Jochen Wirtz, 2017 Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes |
| what is service excellence in healthcare: Evaluation of the Department of Veterans Affairs Mental Health Services National Academies of Sciences, Engineering, and Medicine, Health and Medicine Division, Board on Health Care Services, Committee to Evaluate the Department of Veterans Affairs Mental Health Services, 2018-03-29 Approximately 4 million U.S. service members took part in the wars in Afghanistan and Iraq. Shortly after troops started returning from their deployments, some active-duty service members and veterans began experiencing mental health problems. Given the stressors associated with war, it is not surprising that some service members developed such mental health conditions as posttraumatic stress disorder, depression, and substance use disorder. Subsequent epidemiologic studies conducted on military and veteran populations that served in the operations in Afghanistan and Iraq provided scientific evidence that those who fought were in fact being diagnosed with mental illnesses and experiencing mental healthâ€related outcomesâ€in particular, suicideâ€at a higher rate than the general population. This report provides a comprehensive assessment of the quality, capacity, and access to mental health care services for veterans who served in the Armed Forces in Operation Enduring Freedom/Operation Iraqi Freedom/Operation New Dawn. It includes an analysis of not only the quality and capacity of mental health care services within the Department of Veterans Affairs, but also barriers faced by patients in utilizing those services. |
| what is service excellence in healthcare: Introduction to Health Care Management Sharon B. Buchbinder, Nancy H. Shanks, Rachel Rogers, 2025-01-29 Covering a range of healthcare settings, Introduction to Health Care Management, Fifth Edition provides a solid orientation to management in the health care discipline. Written for students just entering the field, this reader friendly text is filled with examples designed to engage the reader's imagination, while addressing the important issues in healthcare management, such as ethics, cost management, strategic planning and marketing, information technology, human resources, and more.The new Fifth Edition integrates population health and information management throughout and offers new coverage of artificial intelligence (AI), the lasting impact of COVID 19, and concepts and issues of diversity, equity, and inclusion (DEI). Many of the cases and exercises are new or significantly updated to reflect current healthcare management challenges, while research resources and references have been updated throughout. Key Features: - Extensively updated with new information and data while chapter organization remains consistent to prior edition.- New and updated examples and case studies cover an assortment of healthcare management topics in a wide variety of settings.- Unparalleled instructors' resources include updated test banks now with short essay questions and answer rationales, PowerPoint presentation slides, and instructor manual with discussion questions, sample syllabi, and more. - A case study guide, with rubrics for evaluation of student performance, enable instructors at every level of experience to hit the ground running on that first day of class- Navigate Advantage Access, included with the text, provides access to a comprehensive and interactive eBook, student practice activities and assessments, and more. |
| what is service excellence in healthcare: Health Care Administration Lawrence Wolper, 2011 Health Care Administration: Managing Organized Delivery Systems, Fifth Edition provides graduate and pre-professional students with a comprehensive, detailed overview of the numerous facets of the modern healthcare system, focusing on functions and operations at both the corporate and hospital level. The Fifth Edition of this authoritative text comprises several new subjects, including new chapters on patient safety and ambulatory care center design and planning. Other updated topics include healthcare information systems, management of nursing systems, labor and employment law, and financial management, as well discussions on current healthcare policy in the United States. Health Care Administration: Managing Organized Delivery Systems, Fifth Edition continues to be one of the most effective teaching texts in the field, addressing operational, technical and organizational matters along with the day-to-day responsibilities of hospital administrators. Broad in scope, this essential text has now evolved to offer the most up-to-date, comprehensive treatment of the organizational functions of today's complex and ever-changing healthcare delivery system. |
| what is service excellence in healthcare: Keeping Patients Safe Institute of Medicine, Board on Health Care Services, Committee on the Work Environment for Nurses and Patient Safety, 2004-03-27 Building on the revolutionary Institute of Medicine reports To Err is Human and Crossing the Quality Chasm, Keeping Patients Safe lays out guidelines for improving patient safety by changing nurses' working conditions and demands. Licensed nurses and unlicensed nursing assistants are critical participants in our national effort to protect patients from health care errors. The nature of the activities nurses typically perform †monitoring patients, educating home caretakers, performing treatments, and rescuing patients who are in crisis †provides an indispensable resource in detecting and remedying error-producing defects in the U.S. health care system. During the past two decades, substantial changes have been made in the organization and delivery of health care †and consequently in the job description and work environment of nurses. As patients are increasingly cared for as outpatients, nurses in hospitals and nursing homes deal with greater severity of illness. Problems in management practices, employee deployment, work and workspace design, and the basic safety culture of health care organizations place patients at further risk. This newest edition in the groundbreaking Institute of Medicine Quality Chasm series discusses the key aspects of the work environment for nurses and reviews the potential improvements in working conditions that are likely to have an impact on patient safety. |
| what is service excellence in healthcare: Masterpieces in Health Care Leadership Vincent Pelote, Lynne Route, 2007-04-01 Masterpieces in Health Care Leadership: Cases and Analysis for Best Practices is a series of case studies that describes in detail the overview and framework for understanding the role and impact of healthcare leaders, vis-à-vis the concepts and tools already presented in the companion workbook by the same authors: Health Care Leadership: Practical Tools Workbook. Each case study will also feature in-depth leadership profiles (emotional intelligence, social motive, leadership style, and personality type) and practical analysis of the organizational structures and specific philosophies behind the specific topics. Important Notice: The digital edition of this book is missing some of the images or content found in the physical edition. |
| what is service excellence in healthcare: Foundations of Health Care Management Bernard J. Healey, Marc C. Marchese, 2012-08-09 Foundations of Health Care Management Leaders and managers throughout the health care system are facing ever more challenging changes in the way care is delivered, paid for, and evaluated. Foundations of Health Care Management: Principles and Methods offers an innovative, concise, reader-friendly introduction to health care management and administration. It addresses the need for new skills in managers of health care facilities and for those planning to enter health care management positions. The book covers such critical topics as leadership training, change management, conflict management techniques, culture building, quality improvement, and communications skills, as well as collaboration in the improvement of population health. Foundations of Health Care Management also concentrates on innovations and describes steps in the transition to more decentralized and creative approaches to the management of health care facilities. The book covers physician management from the physician's viewpoint, a valuable perspective for health care managers. The book serves important dual purposes for faculty and students by providing both insights into the health care field as well as foundational content on essential management and leadership competencies. A full set of support materials is available for instructors at the book's companion Web site. |
| what is service excellence in healthcare: Essential Operational Components for High-Performing Healthcare Enterprises Jonathan Burroughs, 2018-08-21 The future of healthcare is clear. The move toward value-based care is happening at an unprecedented rate and requires healthcare enterprises to build delivery models that focus on clinical and business outcomes, not on volume. This shift requires a new infrastructure that supports the digitization, standardization, commoditization, and globalization of the healthcare industry. In Essential Operational Components for High-Performing Healthcare Enterprises, Jon Burroughs and other nationally respected experts highlight the operational building blocks necessary to engage, align, and transform healthcare organizations into integrated delivery systems capable of delivering population healthcare outcomes in new ways. They must marshal cutting-edge tools, including cloud-based data storage, disruptive innovation technologies, and strategic partnerships that span the globe. This forward-thinking book defines the fundamental operational components for achieving success in a value-based world, including: Collaborative leadership skills Governance competencies Rapidly evolving clinical and executive roles Dynamic strategic planning and contracting Models of clinical integration and alignment that are capable of managing actuarial risk Seamless transmission of cloud-based health information through global health information exchanges Predictive business and clinical analytics to manage actuarial risk and population healthcare outcomes A population health infrastructure to support the cost-effective redistribution of resources Other industries have undergone a similar transformation; now healthcare, the most complex industry of all, must complete these changes to excel in the new global marketplace. This book shows the way. |
Services and Mobile Applications - City of Houston eGovernment …
The City of Houston eGovernment Center works to advance the priorities and accomplishments of the mayor's administration and promote transparent, timely, and accurate information to the …
SERVICE Definition & Meaning - Merriam-Webster
The meaning of SERVICE is the occupation or function of serving. How to use service in a sentence.
Supportive Services | Housing and Community Development …
ROLLING REQUEST FOR EXPRESSIONS OF INTEREST (REI) Competitive Award for Services/Operations Addressing Houston’s Homeless Response System. The City of Houston, in …
Houston, Texas 3-1-1 Help and Information - City of Houston …
About Houston's 3-1-1. Over 2,400 frequently answered questions have been collected and warehoused. With such a broad array of reference entries developed jointly with departmental …
Home - Service Metal
Easier. Faster. Trust Service Metal to connect you to our wide range of carbon and stainless pipe fittings, flanges, and valves. Our competitive pricing, fast delivery, and expert customer service …
CenterPoint Energy - Natural Gas Service, Electric Transmission
WINTER STORM ENZO. Our crews have been addressing outages as safely and quickly as possible. Storm Center page. While the bitter cold temperatures and remaining accumulation linger as …
HHSC Services Locations | Resources - Texas
HHSC Services Locations. ⏪︎ Return to Where Can I Find Services? If you are looking for services such as WIC, SNAP, TANF or Medicaid, please visit 211Texas.org.. The search below will help you …
Food, Rental, & Workforce Help in Houston | Christian Community
We help the greater Houston community with immediate and long-term needs relief such as a food pantry, rental assistance, workforce development, and more. Get help or donate today.
W & B Service Company - New & Used Trailers Sales, Service, …
W&B Service Company remains focused on being the very best Transport Refrigeration and Semi-Trailer dealer in the Nation: providing new equipment, used equipment, parts, and service.
Assistance programs in Harris County and Houston - Need Help …
The Salvation Army of Houston, which can be reached at (713) 752-0677 or (936) 760-2440, offers several services including Mortgage and Rent Payment Assistance or free motel housing …
Services and Mobile Applications - City of Houston eGovernment …
The City of Houston eGovernment Center works to advance the priorities and accomplishments of the mayor's administration and promote transparent, timely, and accurate information to the …
SERVICE Definition & Meaning - Merriam-Webster
The meaning of SERVICE is the occupation or function of serving. How to use service in a sentence.
Supportive Services | Housing and Community Development …
ROLLING REQUEST FOR EXPRESSIONS OF INTEREST (REI) Competitive Award for Services/Operations Addressing Houston’s Homeless Response System. The City of Houston, …
Houston, Texas 3-1-1 Help and Information - City of Houston …
About Houston's 3-1-1. Over 2,400 frequently answered questions have been collected and warehoused. With such a broad array of reference entries developed jointly with departmental …
Home - Service Metal
Easier. Faster. Trust Service Metal to connect you to our wide range of carbon and stainless pipe fittings, flanges, and valves. Our competitive pricing, fast delivery, and expert customer service …
CenterPoint Energy - Natural Gas Service, Electric Transmission
WINTER STORM ENZO. Our crews have been addressing outages as safely and quickly as possible. Storm Center page. While the bitter cold temperatures and remaining accumulation …
HHSC Services Locations | Resources - Texas
HHSC Services Locations. ⏪︎ Return to Where Can I Find Services? If you are looking for services such as WIC, SNAP, TANF or Medicaid, please visit 211Texas.org.. The search …
Food, Rental, & Workforce Help in Houston | Christian Community
We help the greater Houston community with immediate and long-term needs relief such as a food pantry, rental assistance, workforce development, and more. Get help or donate today.
W & B Service Company - New & Used Trailers Sales, Service, …
W&B Service Company remains focused on being the very best Transport Refrigeration and Semi-Trailer dealer in the Nation: providing new equipment, used equipment, parts, and service.
Assistance programs in Harris County and Houston - Need Help …
The Salvation Army of Houston, which can be reached at (713) 752-0677 or (936) 760-2440, offers several services including Mortgage and Rent Payment Assistance or free motel …
