Description
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Enjoy happier co-workers and patients with 12 easy strategies.
If you are looking for simple tools and techniques to create a more fulfilling environment for staff and patients, this book contains the answers. The book contains exercises, checklists. meeting plans, question guides, scripts and coaching techniques that will help bring control and humanity back to caregivers and patients. It enables everyone to deliver the exemplary care patients deserve.
It is an easy, quick read designed to accommodate right work schedules and just-in-time management schedules. It addresses specific daily problems that afflict most organizations and contains proven solutions you can apply immediately, so you get immediate results.
Endorsements
“Excellent! We finally have a ‘how to’ book with great examples, tools, and scripts for every level of employee who might touch our patients. This hands-on book equips health care providers with specific information they can use to improve the patient's experience.” – Ann Campbell, Chief Nursing Officer, Virtua Health, Marlton, NJ
“Dr. Leebov has identified the crucial issues of service excellence in health care and provided the tools for addressing them. If every provider incorporated her simple techniques into every patient encounter, we would not have service problems in health care.” – Thomas Anderson, M.D., M.B.A., Vice President, Medical Affairs, Summit Health, Chambersburg, PA
“...keeps those of us who work in health care improvement and cultural change inspired to keep going...proves once again that there is always something new to learn and share with direct health care providers and those who support them. Everyone who leads a team, nursing unit, or department in a health care setting would benefit from the concepts and tools in this book.” – Sandra Geiger, Vice President, Performance Excellence, South Shore Hospital, South Weymouth, MA
Table of Contents
Contents
List of Figures and Tools
About the Author
Preface
Chapter 1.
Empathy Fitness for Leaders
Chapter 2.
Lessening Patient Anxiety
Chapter 3.
A Giant Step toward Patient-Centered Care
Chapter 4.
Using Scripts for Patient Interactions
Chapter 5.
Easing the Wait for Patients
Chapter 6.
Customer Rounds
Chapter 7.
The Connective Tissue Issue
Chapter 8.
Dealing with Difficult-for-Me People
Chapter 9.
The Gift of Customer Complaints
Chapter 10.
Working Better with Physicians
Chapter 11.
Less Turnover, Better Patient Care
Chapter 12.
How to Create a Patient Satisfaction Epidemic
Appendix.
Additional Resources for Health Care Leaders
Index
126 pages, soft cover, 7” x 10”