Title Customer service in health care : a grassroots approach to creating a culture of service excellence / Kristin Baird

Published San Francisco : Jossey-Bass ; Chicago : Health Forum, [2000] San Francisco, CA : Jossey-Bass, [2000] ©2000 ©2000

Copies

Location	Call no.	Vol.	Availability
WATERFT HEALTH	362.1068 Bai/Csi		AVAILABLE

Description xiii, 162 pages : illustrations (black and white) ; 23 cm Contents Machine derived contents note: 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 Notes Includes bibliographical references and index Bibliography Includes bibliographical references and index Subject Health services administration. Health facilities -- Business management. Organizational change. Patient satisfaction. Medical care -- Customer services. Health Services -- standards. Patient Satisfaction. LC no. 99036797 ISBN 9780787952518 (paperback)

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