Wendy Leebov's Essentials for Great Patient Experiences: No Nonsense Solutions with Gratifying Results

If your goal is to create great patient experiences and a more fulfilling environment for staff and patients, and you are looking for a concrete, how-to approach, this book contains the answers. It's filled with 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 and service patients and families want and deserve.

Managing for Great Patient Experiences--Tools for:

Healthcare executives

Department managers

Service excellence and patient satisfaction teams

Human Resources and training professionals

Marketing, public relations and communications professionals

Marketing and management consultants

Nurse leaders

Physician leaders

Book Reviews for Wendy Leebov's
Essentials for Great Patient Experiences

“I just gave your Great Patient Experiences book to a 15 member team last week as they begin to focus on their leadership skills.... I continue to marvel at how your writings not only resonate with my groups but the tool kits are immediately applicable!” -- Kevin Shoda, Cleveland Clinic

“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

Content

Chapters	Selection of Tools
1: Empathy Fitness for Leaders	Empathy Fitness Exercises: Examples Patient Experience Interviews Remembering the Patient Perspective When Making Business Decisions
2: Lessening Patient Anxiety	Team Exercise: Anxiety Reduction Worksheet Service Mapping Worksheet The Link Plan: Improving the Handoff Process with Anxiety Mapping Leading the Patient from Place to Place: One Example of an Anxiety-Reducing Transition
3: A Giant Step toward Patient-Centered Care	Key Words Worksheet Care-Full Explanations: Five Examples for the Emergency Department A Patient-Friendly Fact Sheet to Address Anxiety and Adjust Expectations
4: Using Scripts for Patient Interactions	Practice Makes Perfect with Script Rehearsal Advancing Service Excellence in a Multilingual Environment
5: Easing the Wait for Patients	The Waiting List Scripts for Wait Listing Speed Matters: A Wow Protocol for Handling a Delay Six Scripts for Dealing with Long Waits
6: Customer Rounds	The Rounding Blitz: A Sure-Fire Way to Ensure Rounding Competitive Rounding
7: The Connective Tissue Issue	Liaison Team Agenda Questions that Help Identify Opportunities to Streamline a Handoff Process The Wonderful "Penguin Poster" about Handoffs Five Handoff Scripts
8: Dealing with Difficult-for-Me People	Tackling the Big Five Tough Situations: A Planning Worksheet Help People Tailor Key Message Points to a Specific Difficult Situation Meeting Plan to Identify Process Improvements that Prevent Difficult Situations
9: The Gift of Customer Complaints	Writing the Effective Response Letter Reminder Cards for the Big Five Complaints
10: Working Better with Physicians	Six Key Leadership Tactics The Engagement Model Communicating a Change or Request The Gimmick that Speaks a Thousand Words The Ninety-Day Physician Check-up What Makes Matters Worse with a Complaining Physician?
11: Less Turnover, Better Patient Care	Staff Meeting to Identify Barriers My Manager Report Card Five Minutes that Transform the Patient and Employee Experience Retention Conversations
12: How to Create a Patient Satisfaction Epidemic	Peer Coach Service Options Peer Coach Request Form Peer Coach Boot Camp: Sample Agenda Peer Coach Assignments Manager's Invitation to a Peer Coach How to Hold Key Word/Script Rehearsals with Peers

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