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TitleThe strategic approach to quality service in health care
Author Kristine Peterson
Imprint Rockville,Md.: ASPN, 1988
Descript xv, 331 p.

CONTENT

Excellence:a fad or phenomenon -- The service challenge:back to the basics -- Service management :aligning strategies,systems ,and people -- Customer expectations:the baseline measure -- Service strategy:transforming vision into action -- Service systems:fluid and flexible design -- Service-oriented people:achieving optimal performance -- Guest relations program pitfalls -- Accountability:expect,empower,enforce -- Observational research : informed insights --Complaint management:silence is never golden -- Patient satisfaction surveys:perception is reality -- Assessment :six basic steps -- Planning:drafting a blueprint--Training:developing service competence -- Physicians:forging new relationships -- Physicians'office staff:practice promotion partners -- Written communications:sending the service message -- Differentiation:competitive positioning -- New pathways:breadthrough ideas and innovations --


Hospitals -- Administration Hospital patients

LOCATIONCALL#STATUS
Central Library @ Chamchuri 10WX150 P4 1988CHECK SHELVES

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