Patients Come Second

Author: Paul Spiegelman
Publisher: Greenleaf Book Group
ISBN: 0988842807
Size: 20.81 MB
Format: PDF, Kindle
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Argues that the best patient care is predicated on hospital managers assembling and engaging high-performance employees and providing them with the tools and guidelines that allow them to take personal responsibility for their results.

Patients Come Second

Author: Paul Spiegelman
Publisher: Greenleaf Book Group
ISBN: 0988842815
Size: 53.35 MB
Format: PDF
View: 5568
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FROM THE NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor’s office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees. Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees’ work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever. Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.

Patients Come Second

Author: Paul Spiegelman
Publisher: Incorporated 500 Press
ISBN: 9781608324361
Size: 72.81 MB
Format: PDF, Kindle
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No business can effectively take care of its customers before it takes care of its employees. Healthcare is no different--and that's why patients have to come second.

Optometric Practice Management

Author: Irving Bennett
Publisher: Elsevier Health Sciences
ISBN: 9780750674287
Size: 28.95 MB
Format: PDF, ePub
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The face of optometric business has changed so very much that good business practices are more a need and more an asset than ever before. Managed care plans, discount programs, networking, over-the-counter and mail-order products: formidable challenges to a practitioner who wants success in independent practice. This book is written to help doctors of optometry regardless of their mode of practice, to become better practitioners - economically better and socially better.

Through The Patient S Eyes

Author: Margaret Gerteis
Publisher: Jossey-Bass
ISBN: 9780787962203
Size: 32.84 MB
Format: PDF, ePub, Docs
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Sponsored by the Picker/Commonwealth Program for Patient-Centered Care In this comprehensive, research-based look at the experiences and needs of patients, the authors explore models of care that can make hospitalization more humane. Through the Patient's Eyes provides insights into why some hospitals are more patient-centered than others; how physicians can become more involved in patient-centered quality efforts; and how patient-centered quality can be integrated into health care policy, standards, and regulations. The authors show how, by bringing the patient's perspective to the design and delivery of health services, providers can improve their ability to meet patient's needs and enhance the quality of care.

If Disney Ran Your Hospital

Author: Fred Lee
Publisher: Second River Healthcare
ISBN: 9780974386010
Size: 22.37 MB
Format: PDF, ePub
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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.

Commanding Excellence

Author: Gary Morton
Publisher: Greenleaf Book Group
ISBN: 1626344493
Size: 76.76 MB
Format: PDF
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Truly engaging people is not about commanding them to do something; it is about getting them to command themselves to do it. West Point distinguished graduate Gary Morton knows how to deliver exceptional results while doing just that. As a platoon leader and tank commander in Army Task Force 4-68 and, later, as a young vice president at medical device manufacturer Stryker, Morton learned under two legendary leaders who, despite different styles, followed nearly the same steps to achieve results most considered unattainable. In only a year, Task Force 4-68’s commander, Lt. Colonel Alfred L. Dibella, turned one of the Army’s poorest performing units into the most lethal, combat-ready task force in the US Army. In simulated-combat missions at the grueling National Training Center, Dibella’s task force defeated the constantly triumphant OPFOR in every battle. This feat has never been repeated. Generals and commanders at every level sought to understand how this unit did the impossible. When John W. Brown became CEO of Stryker, it was a boutique medical device firm with a few innovative products and $17 million in sales. Under Brown’s extraordinary leadership it evolved into a $4 billion market leader feared by competitors and highly regarded by healthcare professionals. Stryker accomplished this remarkable run by securing 20-percent earnings growth every quarter, every year—for twenty-eight years. Again, this is a feat experts believed unachievable. ​By explaining the ingredients of these two leaders' secret sauce, Morton lays the foundation for current and future leaders to ensure their own teams excellence.

I M Sorry To Hear That

Author: Susan Keane Baker
Publisher: Fire Starter Pub
ISBN: 9780974998657
Size: 71.96 MB
Format: PDF, ePub, Docs
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From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

Management Lessons From Mayo Clinic Inside One Of The World S Most Admired Service Organizations

Author: Leonard L. Berry
Publisher: McGraw Hill Professional
ISBN: 9780071590747
Size: 65.32 MB
Format: PDF, ePub
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Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

Concise Guide To Assessment And Management Of Violent Patients

Author: Kenneth Tardiff
Publisher: American Psychiatric Pub
ISBN: 9780880483445
Size: 55.43 MB
Format: PDF, Kindle
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Clinicians encounter violent patients in any treatment setting -- from private offices and medical units to psychiatric inpatient units. Written by one of the foremost experts on violence, the second edition of this concise, practical guide provides psychiatry residents, psychiatrists, and other mental health professionals with vital information required to manage potentially violent patients. Considerably updated, this book contains current information on psychopharmacology and the management of violent patients, an expanded section on the safety of clinicians, and a new section on how to deal with threats of violence to the clinician. This guide will be especially useful and relevant to psychiatric residents, given the number of violent patients they encounter.