Books by Wendy Leebov:
Practical Strategies and Tools for
Sustainable Improvement in Healthcare Leadership and Service Quality
 Wendy Leebov's Essentials for Great Patient Experiences: No Nonsense Solutions with Gratifying Results by Wendy Leebov; Paperback; 121 pages. 2008. Specific tools that enhance the patient experience and address the difficulties staff have in delivering the exemplary care they would like to provide. High-impact strategies for moving your service excellence and patient satisfaction to a new level, resulting in higher scores on CAHPS, Picker and Press-Ganey surveys.
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 Wendy Leebov's Essentials for Great Personal Leadership: No Nonsense Solutions with Gratifying Results by Wendy Leebov; Paperback; 105 pages. 2008. Valuable problem-solving and leadership development for health care executives, mid-level administrators, department heads, clinical leaders, and anyone who brings a passion to their work. Each chapter captures the essence of emotionally intelligent leadership and focuses on effective solutions.
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 Physician Entrepreneurs: The Quality Patient Experience Improve outcomes, boost quality scores, and increase revenue (Book and CD) by Wendy Leebov; Paperback; 165 pages. 2008. Built around the key areas in the CAHPS survey, this book and tool-packed CD offers quick and easy techniques that physicians and practice staff can use to enhance the patent experience—without sacrificing productivity.
Price: $129.00
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 The Indispensable Health Care Manager: Success Strategies for a Changing Environment by Wendy Leebov and Gail Scott; Hardcover; 288 pages. ACHE 2003 Health Care Book of the Year! Identifies ten role shifts needed by managers who want to add significant value to their organizations and enhance their employability. Self-assessments, case situations and concrete tools that build key leadership competencies.
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 Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager by Leebov, Scott, and Olson; Paperback; 312 pages. Best Seller! Seven powerful strategies critical to effective service management. Easy-to-use tools for hiring for customer service, removing barriers, soliciting customer feedback, installing standards, scripts and protocols, and much more.
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 Service Savvy Health Care: One Goal at a Time by Leebov, Afriat, and Presha; Paperback; 276 pages. All the specifics you need to pursue three “breakthrough” customer service improvement objectives. Toolkits focus on “creating great first impressions”, “great explanations”, “effective service recovery and complaint management.”
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 Service Quality Improvement: The Customer Satisfaction Strategy for Health Care by Leebov and Scott; Paperback; 362 pages. A goldmine of approaches for your service excellence initiative, helping you build a service-oriented culture and focusing all employees on service excellence and continuous service improvement.
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 Health Care Managers in Transition: Shifting Roles for Changing Organizations by Leebov and Scott; Hardcover; 232 pages. Best-Seller. An easy read for managers that explains critical demands of their jobs in today’s challenging, turbulent environment. Self-assessment devices, case examples and concrete tools for making critical role shifts that develop essential leadership qualities in healthcare.
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 Patient Satisfaction: The Practice Enhancement Guide for Physicians by Leebov, Vergare, and Scott; Hardcover; Medical Economics Books; 1990. Improve patient satisfaction and your practice will thrive. Concrete tools for creating a medical practice that attracts, pleases and retains patients and their families.
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 The Health Care Manager’s Guide to Continuous Quality Improvement by Leebov, and Ersoz; Paperback; 234 pages. How to manage for continuous improvement in clinical and service processes. Models and quality improvement tools for customer-driven management and process improvement teams.
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 Service Excellence: The Customer Relations Strategy for Health Care by Leebov; Paperback; 349 pages. 1988. Reprinted 2003. Originally called “the bible of hospital service excellence”. Tools and strategies that align everyday practices with your service priority. How to strengthen “Ten Pillars of Service Excellence” including leadership, accountability, customer feedback, training, recognition, communication, physician performance, and employee
satisfaction.
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Customer Service Guides for Frontline Employees
Great standalone resources on specific customer service skills; terrific texts for employee development. Scripts, protocols and mind-stretching exercises.
 Assertiveness Skills for Professionals in Health Care by Wendy Leebov, Ed.D. Paperback; 53 pages. Helps healthcare employees be effectively assertive in interactions. Improves employee skills for communicating with patients, families, physicians, and coworkers. Clarifies assertiveness, aggressiveness and passivity. Case situations, self-assessment tools and practice exercises. Great for individuals and groups.
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 Customer Service for Professionals in Health Care by Wendy Leebov, Ed.D. Paperback; 65 pages. Reinforces a customer orientation and develops key customer-oriented behaviors. Self-assessment and practice exercises make employees more conscious of customer needs and adept at meeting these needs daily. Terrific text for staff development and improving customer service in healthcare.
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 Telephone Skills for Professionals in Health Care by Wendy Leebov, Ed.D. Paperback; 62 pages. Hones in on telephone skills customer service. How to handle the phone with professionalism, tact and impressive customer service. Scripts, self-assessment tools and practice exercises. Great for staff development.
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 Resolving Complaints for Professionals in Health Care by Wendy Leebov, Ed.D. Paperback; 58 pages. For frontline employees, shows that customer complaints are a second chance to make things right. Builds tact, compassion, creative problem-solving and follow through. Case situations, self-assessments and practice exercises for sharpening service recovery and hospital complaint-handling. Great for individuals
and groups.
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 Working Together for Professionals in Health Care by Wendy Leebov, Ed.D. Paperback; 48 pages. How you can personally influence the quality of your relationships with others to enhance job satisfaction, customer satisfaction and workplace harmony. Scripts, self-assessments, and practice exercises. A great gift for individuals and terrific for training, team-building and improving healthcare employee satisfaction.
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