Health Administration Press Catalog - Spring 2014 - (Page 37)

PATIENT SATISFACTION Patient Satisfaction Understanding and Managing the Experience of Care, Second Edition Irwin Press, PhD Benefit from the author's 20-plus years of experience in measuring and managing patient satisfaction. If your goals include increasing profit margins, recruiting physicians, or attracting customers, patient satisfaction is one of the most powerful tools for success. Most chapters end with a list of specific action steps and include examples of survey results and analyses. This edition provides 50 simple improvement ideas and insight into complaint management and scripting. Softbound, 262 pp, 2005, ISBN 13: 978-1-56793-250-8. An ACHE Management Series book. Order code: HGCTF-2055, $81 A POPULAR ISSUE OF THE JOURNAL FRONTIERS OF HEALTH SERVICES MANAGEMENT Patient-Centered Care Seeing Your Hospital Through the Patient's Eyes Feature articles by Jane Taylor, EdD, and Patricia Rutherford, RN; and Nancy J. Steiger, FACHE, and Agnes Balog Healthcare executives must make difficult decisions when setting goals and allocating resources within their organizations. A commitment to patient-centered care means putting the patient in the center-not in the middle-of these decisions. This issue of Frontiers will encourage you to examine healthcare through the eyes of patients and their families. Softbound, 40 pp, Summer 2010, ISSN: 0748-8157. See page 22 for subscription information. Order code: HGCTF-J503, $35 Achieving Service Excellence Strategies for Healthcare, Second Edition Myron D. Fottler, PhD; Robert C. Ford, PhD; and Cherrill P. Heaton, PhD Information about customer service hits and misses is now more accessible to healthcare consumers. Customers who are armed with information and aware of their options are choosing providers they believe will 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. In this completely updated second edition, each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are building a culture in which customers are treated like guests; training, motivating, and empowering staff; managing service waits; and recovering from a service failure. Softbound, 440 pp, 2009, ISBN 13: 978-1-56793-327-7. An ACHE Management Series book. Order code: HGCTF-2132, $96 or visit ache.org/HAP Patient Satisfaction   37  http://www.ache.org/Publications/product.aspx?pc=2055 http://www.ache.org/Publications/product.aspx?pc=2055 http://www.ache.org/PUBS/Frontiers/frontiers_index_v26n4.cfm http://www.ache.org/PUBS/Frontiers/frontiers_index_v26n4.cfm http://www.ache.org/Publications/product.aspx?pc=2132 http://www.ache.org/Publications/product.aspx?pc=2132 http://www.ache.org/HAP

Table of Contents for the Digital Edition of Health Administration Press Catalog - Spring 2014

Contents

Health Administration Press Catalog - Spring 2014

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