Customer Care In Healthcare Guidebook

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Customer Care in Healthcare Guidebook

Author : Daniel Farb
Publisher : UniversityOfHealthCare
ISBN 13 : 1594912378
Total Pages : 171 pages
Book Rating : 4.5/5 (949 download)

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Book Synopsis Customer Care in Healthcare Guidebook by : Daniel Farb

Download or read book Customer Care in Healthcare Guidebook written by Daniel Farb and published by UniversityOfHealthCare. This book was released on 2005 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Care in Healthcare Guidebook the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines 4 Customer Care in Healthcare titles into one package. Titles included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version. Contact hour credits are available.

The Health Care Handbook

Author : Elisabeth T. Askin
Publisher : Lippincott Williams & Wilkins
ISBN 13 : 1975200047
Total Pages : 191 pages
Book Rating : 4.9/5 (752 download)

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Book Synopsis The Health Care Handbook by : Elisabeth T. Askin

Download or read book The Health Care Handbook written by Elisabeth T. Askin and published by Lippincott Williams & Wilkins. This book was released on 2022-11-21 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Described in the New York Times as “an astonishingly clear ‘user’s manual’ that explains our health care system and the policies that will change it,” The Health Care Handbook, by Drs. Elisabeth Askin and Nathan Moore, offers a practical, neutral, and readable overview of the U.S. health care system in a compact, convenient format. The fully revised third edition provides concise coverage on health care delivery, insurance and economics, policy, and reform—all critical components of the system in which health care professionals work. Written in a conversational and accessible tone, this popular, highly regarded handbook serves as a “one stop shop” for essential facts, systems, concepts, and analysis of the U.S. health care system, providing the tools you need to confidently evaluate current health care policy and controversies.

Customer Service for Professionals in Health Care

Author : Wendy Leebov
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781479364053
Total Pages : 0 pages
Book Rating : 4.3/5 (64 download)

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Book Synopsis Customer Service for Professionals in Health Care by : Wendy Leebov

Download or read book Customer Service for Professionals in Health Care written by Wendy Leebov and published by Createspace Independent Publishing Platform. This book was released on 2012-10-29 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Caring for the World

Author : Paul K. Drain
Publisher : University of Toronto Press
ISBN 13 : 0802095488
Total Pages : 276 pages
Book Rating : 4.8/5 (2 download)

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Book Synopsis Caring for the World by : Paul K. Drain

Download or read book Caring for the World written by Paul K. Drain and published by University of Toronto Press. This book was released on 2009-01-01 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Caring for the World assembles the stories, experience, and advice of prominent global health practitioners in this inspired guidebook for health care workers who are interested in - or already are - improving the lives of people throughout the world.

Pocket Book of Hospital Care for Children

Author : World Health Organization
Publisher : World Health Organization
ISBN 13 : 9241548371
Total Pages : 442 pages
Book Rating : 4.2/5 (415 download)

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Book Synopsis Pocket Book of Hospital Care for Children by : World Health Organization

Download or read book Pocket Book of Hospital Care for Children written by World Health Organization and published by World Health Organization. This book was released on 2013 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Pocket Book is for use by doctors nurses and other health workers who are responsible for the care of young children at the first level referral hospitals. This second edition is based on evidence from several WHO updated and published clinical guidelines. It is for use in both inpatient and outpatient care in small hospitals with basic laboratory facilities and essential medicines. In some settings these guidelines can be used in any facilities where sick children are admitted for inpatient care. The Pocket Book is one of a series of documents and tools that support the Integrated Managem.

The Putting Patients First Field Guide

Author : Planetree Foundation
Publisher : John Wiley & Sons
ISBN 13 : 1118450086
Total Pages : 166 pages
Book Rating : 4.1/5 (184 download)

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Book Synopsis The Putting Patients First Field Guide by : Planetree Foundation

Download or read book The Putting Patients First Field Guide written by Planetree Foundation and published by John Wiley & Sons. This book was released on 2013-09-20 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book answers 'why not' and 'how to' for health care accreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, and through patient-centered action with practical tools and potent case studies." Paul vanOstenberg, DDS, MS, vice president, Accreditation and Standards, Joint Commission International "This superb guide from Planetree illustrates that providing high-quality, high-value, patient-centered health care is not a theoretical ideal. The case studies make clear that these goals are attainable; they are being achieved by leading health care organizations worldwide, and there is a clear road map for getting there right here in this book." Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation "At IHI, we follow the principle, 'all teach, all learn' the idea that everyone, everywhere has something to teach, and something to learn. This remarkable and indispensable guide is as pure an example of this principle as I've come across." Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement "The International Society for Quality in Health Care's mission is to inspire, promote, and support continuous improvement in the quality and safety of health care worldwide. It is in this spirit that we welcome this new book on patient-centered care. As in their previous work, the authors demonstrate just how critical it is to develop an organizational culture that puts patients first." Peter Carter, chief executive officer, International Society for Quality in Health Care

Cultural Sensitivity

Author : Geri-Ann Galanti
Publisher : Joint Commission Resources
ISBN 13 : 1599404214
Total Pages : 48 pages
Book Rating : 4.5/5 (994 download)

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Book Synopsis Cultural Sensitivity by : Geri-Ann Galanti

Download or read book Cultural Sensitivity written by Geri-Ann Galanti and published by Joint Commission Resources. This book was released on 2012 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: The cultural groups discussed in this guide include African American, Anglo-American, Asian, Hispanic/Latino, Jewish, Middle Eastern, Native American, Russian, South Asian, and Southeast Asian. The book also discusses cultural patterns, including values, worldview and communication, time orientation, pain, family/gender issues, pregnancy and birth, children, end of life, and health beliefs and practices. The sections on health beliefs and practices are especially informative. This is a very handy pocket resource that broadly describes selected cultural groups. It includes a mnemonic (the 4 C's of Culture) to help healthcare professionals remember the questions to ask each patient: CALL (what do you call the problem?), CAUSE (what do you think caused the problem?), COPE (how do you cope with the problem?), and CONCERNS (what are your concerns?). This book should be required for all health professionals and students.

Measuring Quality Improvement in Healthcare

Author : Raymond G. Carey
Publisher : Quality Press
ISBN 13 : 1636940811
Total Pages : 339 pages
Book Rating : 4.6/5 (369 download)

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Book Synopsis Measuring Quality Improvement in Healthcare by : Raymond G. Carey

Download or read book Measuring Quality Improvement in Healthcare written by Raymond G. Carey and published by Quality Press. This book was released on 2001-09-25 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: This ground-breaking book addresses the critical, growing need among health care administrators and practitioners to measure the effectiveness of quality improvement efforts. Written by respected healthcare quality professionals, Measuring Quality Improvement in Healthcare covers practical applications of the tools and techniques of statistical process control (SPC), including control charts, in healthcare settings. The authors' straightforward discussions of data collection, variation, and process improvement set the context for the use and interpretation of control charts. Their approach incorporates "the voice of the customer" as a key element driving the improvement processes and outcomes. The core of the book is a set of 12 case studies that show how to apply statistical thinking to health care process, and when and how to use different types of control charts. The practical, down-to-earth orientation of the book makes it accessible to a wide readership. "Only authors who have used statistics and control charts to solve real-world healthcare problems could have written a book so practical and timely." - Barry S. Bader, Publisher The Quality Letter for Healthcare Leaders "Many clinicians and other healthcare leaders underestimate the great contributions that better statistical thinking could make toward reducing costs and improving outcomes. This fascinating and timely book is a fine guide for getting started." - Donald M. Berwick, M.D. President and CEO, Institute for Healthcare Improvement Associate Professor of Pediatrics, Harvard Medical School Contents: Planning Your CQI Journey, Preparing to Collect Data, Data Collection, Understanding Variation, Using Run and Control Charts to Analyze Process Variation, Control Chart Case Studies, Developing Improvement Strategies, Using Patient Surveys for CQI, Formulas for Calculating Control Limits

Complete Healthcare Compliance Manual 2021

Author :
Publisher :
ISBN 13 : 9781733598750
Total Pages : pages
Book Rating : 4.5/5 (987 download)

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Book Synopsis Complete Healthcare Compliance Manual 2021 by :

Download or read book Complete Healthcare Compliance Manual 2021 written by and published by . This book was released on 2021-04 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Cultural Sensibility in Healthcare: A Personal & Professional Guidebook

Author : Sally N. Ellis Fletcher
Publisher : Sigma Theta Tau
ISBN 13 : 1937554953
Total Pages : 173 pages
Book Rating : 4.9/5 (375 download)

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Book Synopsis Cultural Sensibility in Healthcare: A Personal & Professional Guidebook by : Sally N. Ellis Fletcher

Download or read book Cultural Sensibility in Healthcare: A Personal & Professional Guidebook written by Sally N. Ellis Fletcher and published by Sigma Theta Tau. This book was released on 2015-06-10 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare workforce and landscape continues to evolve with the ongoing education systems forming in foreign countries and immigration and foreign employment continuing to grow in the United States. Every heath care provider and patient is challenged with cultural competency and acceptance on a daily basis. Often times our own prejudices and beliefs have great potential to interfere with effective health care interactions when what is truly important is providing the best patient care possible. There is much discussion around cultural sensitivity and cultural expertise, but now the discussion has shifted to cultural sensibility, which is a deliberate behavior that proactively provides an enriched provider consumer/patient interaction, where the health care provider acknowledges cultural issues and situations through thoughtful reasoning, responsiveness, and discreet (attentive, considerate, and observant) interactions. In this highly practical and informative handbook, author Sally Ellis Fletcher offers healthcare providers a process that encourages them to first consider their own attitudes, biases, beliefs, and prejudices through self-reflection. Cultural Sensibility in Healthcare challenges readers to examine cultural issues beyond just theory and to instead explore culture as it affects your professional role thus creating culturally sensibility health care encounters.

Pocket Guide to Quality Improvement in Healthcare

Author : Reneè Roberts-Turner
Publisher : Springer Nature
ISBN 13 : 3030707806
Total Pages : 333 pages
Book Rating : 4.0/5 (37 download)

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Book Synopsis Pocket Guide to Quality Improvement in Healthcare by : Reneè Roberts-Turner

Download or read book Pocket Guide to Quality Improvement in Healthcare written by Reneè Roberts-Turner and published by Springer Nature. This book was released on 2021-05-21 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text will act as a quick quality improvement reference and resource for every role within the healthcare system including physicians, nurses, support staff, security, fellows, residents, therapists, managers, directors, chiefs, and board members. It aims to provide a broad overview of quality improvement concepts and how they can be immediately pertinent to one's role. The editors have used a tiered approach, outlining what each role needs to lead a QI project, participate as a team member, set goals and identify resources to drive improvements in care delivery. Each section of the book targets a specific group within the healthcare organization. Pocket Guide to Quality Improvement in Healthcare will guide the individual, as well as the organization to fully engage all staff in QI, creating a safety culture, and ultimately strengthening care delivery.

The Lean Healthcare Handbook

Author : Thomas Pyzdek
Publisher : Springer Nature
ISBN 13 : 3030699013
Total Pages : 252 pages
Book Rating : 4.0/5 (36 download)

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Book Synopsis The Lean Healthcare Handbook by : Thomas Pyzdek

Download or read book The Lean Healthcare Handbook written by Thomas Pyzdek and published by Springer Nature. This book was released on 2021-04-28 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book shows readers exactly how to use Lean tools to design healthcare work that is smooth, efficient, error free and focused on patients and patient outcomes. It includes in-depth discussions of every important Lean tool, including value stream maps, takt time, spaghetti diagrams, workcell design, 5S, SMED, A3, Kanban, Kaizen and many more, all presented in the context of healthcare. For example, the book explains the importance of quick operating room or exam room changeovers and shows the reader specific methods for drastically reducing changeover time. Readers will learn to create healthcare value streams where workflows are based on the pull of customer/patient demand. The book also presents a variety of ways to continue improving after initial Lean successes. Methods for finding the root causes of problems and implementing effective solutions are described and demonstrated. The approach taught here is based on the Toyota Production System, which has been adopted worldwide by healthcare organizations for use in clinical, non-clinical and administrative areas.

Unraveling U.S. Health Care

Author : Roberta E. Winter
Publisher : Rowman & Littlefield Publishers
ISBN 13 : 1442222980
Total Pages : 303 pages
Book Rating : 4.4/5 (422 download)

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Book Synopsis Unraveling U.S. Health Care by : Roberta E. Winter

Download or read book Unraveling U.S. Health Care written by Roberta E. Winter and published by Rowman & Littlefield Publishers. This book was released on 2013-07-18 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unraveling U.S. Health Care is a guidebook to the health care system that provides a timely and thorough explanation of U.S. health care, written in readable laymen’s terms. Roberta Winter educates and informs general readers about useful information that will empower their health care decision making. She makes sense of important health care issues, which are often filtered with political and financial stakeholder bias, confusing the health care consumer. Useful tips, explanatory charts, and statewide scorecards are included throughout to assist readers in choosing the best care they can receive. More than ever, patients must act as consumers of health care, balancing informed decisions with available resources. Keeping this in mind, Winter also explores other options available to patients, including seeking health care outside the United States, and provides a roadmap for medical tourists to the U.S. In addition, she includes Medicare enrollment tips, and a summary of the 2010 health care reforms and implementation guidelines. Bringing all this data together, this book will serve as a resource and guide for anyone who seeks to receive better care for both everyday issues and major health concerns alike.

Making Customers Count

Author : David Clutterbuck
Publisher :
ISBN 13 : 9781852521097
Total Pages : 202 pages
Book Rating : 4.5/5 (21 download)

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Book Synopsis Making Customers Count by : David Clutterbuck

Download or read book Making Customers Count written by David Clutterbuck and published by . This book was released on 1991 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: Making Customers Count started as a collection of case studies of companies which had introduced programmes of customer care. But what began as an attempt to identify best practice rapidly became an intensive study of why the majority of customer care schemes go wrong and most importantly, how to ensure that schemes do succeed.

Resolving Patient Complaints

Author : Liz Osborne
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780763726225
Total Pages : 252 pages
Book Rating : 4.7/5 (262 download)

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Book Synopsis Resolving Patient Complaints by : Liz Osborne

Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.

Managed Care

Author : Peter Kongstvedt
Publisher : Jones & Bartlett Learning
ISBN 13 : 0763759112
Total Pages : 295 pages
Book Rating : 4.7/5 (637 download)

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Book Synopsis Managed Care by : Peter Kongstvedt

Download or read book Managed Care written by Peter Kongstvedt and published by Jones & Bartlett Learning. This book was released on 2009-10-07 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: The origins of managed health care -- Types of managed care organizations and integrated health care delivery systems -- Network management and reimbursement -- Management of medical utilization and quality -- Internal operations -- Medicare and Medicaid -- Regulation and accreditation in managed care.

Communicate, Care, Cure

Author : Bangalore Baptist Hospital (Bangalore, India)
Publisher :
ISBN 13 : 9789351041078
Total Pages : 152 pages
Book Rating : 4.0/5 (41 download)

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Book Synopsis Communicate, Care, Cure by : Bangalore Baptist Hospital (Bangalore, India)

Download or read book Communicate, Care, Cure written by Bangalore Baptist Hospital (Bangalore, India) and published by . This book was released on 2012 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Recent studies have shown that healthcare organisations lose substantial amounts of money annually as a result of ineffective and inefficient communication. ... This book argues that addressing communication issues among the various stakeholders in a hospital--the patient, the patient's family, healthcare providers, healthcare administrators, and support staff--is the key to solving systemic problems. ... The book is replete with typical real-life scenarios that readers can easily identify with."--back cover.