Achieving patient (aka customer) experience excellence : lessons from a successful cultural transformation in a hospital

Achieving patient (aka customer) experience excellence lessons from a successful cultural transformation in a hospital

Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experien...

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Detalles Bibliográficos
Otros Autores: Dishongh, Rhonda, 1968- (-)
Formato: Libro electrónico
Idioma:Inglés
Publicado: Boca Raton : Taylor & Francis 2014.
Edición:1st edition
Materias:
Hospital patients > Care.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628709806719
Tabla de Contenidos:
  • Front Cover
  • Contents
  • Dedications and Acknowledgments
  • Preface
  • About the Authors
  • The Story-What Really Happened
  • Chapter 1: Begin to Spark
  • Chapter 2: Personalize to Motivate
  • Chapter 3: Serve to Lead
  • Chapter 4: Connect to Engage
  • Chapter 5: Fail, Then Account
  • Chapter 6: Succeed, Then Recognize
  • Chapter 7: Inject Fun to Release Pressure
  • Chapter 8: Measure to Coach
  • Chapter 9: Action Program Spirit to Achieve Excellence
  • Chapter 10: Get Help to Be Independent
  • Epilogue: One Year Later-Making It StickE ven When It Gets Sticky
  • Back Cover.

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