Make Customer Service Improvement Happen...
Service Savvy Health Care: One Goal at a Time
by Wendy Leebov, Susan Afriat,
and Jeanne Presha

Pursuing one customer service improvement objective at a time. It’s clear. It’s powerful. It’s a doable approach. Says Ellen Belzer in The Healthcare Collaborator, Volume 1, Issue 10, “This book is based on a profound concept--that the best way to drive improvement in health care organizations is to use “breakthrough objectives", getting all members of the healthcare team to focus on one aspect of customer service at a time. Why is this approach so appealing? By enabling the organization to address an objective that concerns everyone—whether it’s complaint-handling, written communications, or responsiveness to requests – improvements will be seen organization-wide, not just in one department or unit alone. Even more exciting, using “breakthrough objectives” builds bridges among departments, professions and disciplines by simultaneously engaging all health care professionals in the same results-oriented pursuit.” This book provides the concrete resources and tools needed to pursue three specific goals key to great service and patient satisfaction. You’ll find memos to staff, awareness-raising devices, protocols and scripts, training plans, measurement devices and much more.

Content