Tactics for Hospital Service Excellence
Service Excellence:
The Customer Relations Strategy for Health Care
by Wendy Leebov
 In this classic on hospital service excellence, Wendy describes a “systems” approach designed to help healthcare strategists and leaders to change the organizational culture from provider-oriented to customer-oriented.
Chapters present rationales and specific tools related to the “Ten Pillars of Service Excellence”:- Management Philosophy and Commitment
- Accountability
- Input and Evaluation
- Problems-Solving and Complaint Management
- Downward Communication
- Staff Development and Training
- Physician Involvement
- Reward and Recognition
- Employee as Customer
- Reminders, Refreshers and Attention Grabbers
Wendy proceeds to provide Operational Strategies that help in- Planning for Service Excellence
- Staffing for Service Excellence, and
- Handling Resistance to a Service Excellence Strategy
Wendy also explores what it takes to address service excellence in 13 special settings, including:- Teaching hospitals
- Denominational settings
- Public hospitals
- Pediatric hospitals
- Psychiatric hospitals
- Unionized settings
- Ambulatory care settings
- Rehabilitation hospitals
- Chronic care settings
- Nursing homes
- Emergency departments
- Rural healthcare settings
And finally, addressing the hardest challenge of all, Wendy identifies strategies for ensuring follow-through, so that your strategy has staying power.
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