Books by Wendy Leebov:
Practical Strategies and Tools for
Sustainable Improvement in Healthcare
Leadership and Service Quality
The Language of Caring Guide for Physicians: Communication Essentials for Patient-Centered Care by Wendy Leebov, EdD and Carla Rotering, MD; Hardcover-Spiral Bound; 2012. This manual builds physician proficiency in 7 evidence-based communication competencies which positively and profoundly impact survey results on physician communication and are KEY
to patient-centered care, the unparalleled patient and
family experience, and positive clinical outcomes. The results: Better outcomes, higher scores and reimbursement, and greater fulfillment from the practice of medicine. For Physicians and non-physician providers at all levels.
Hardcover-Spiral Bound: $49.95
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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.
Paperback: $26.25
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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.
Paperback: $24.00
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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.
Paperback: $99.00
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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.
Hardcover: $32.65
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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.
Kindle Edition: $9.99 Paperback: $18.99
Smashwords (PDF, Epub, and other formats): $9.99
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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.
Hardcover: $50.51
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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.
Hardcover: $54.95
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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.
Practical Assertiveness for Professionals in Health Care:
Skills Key to Personal Effectiveness with Patients, Families, and Coworkers 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.
Kindle Edition: $9.99 Paperback: $10.99
Smashwords (PDF, Epub, and other formats): $9.99
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Customer Service for Professionals in Health Care: Key Behaviors That Enhance the Patient and Family Experience 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.
Kindle Edition: $9.99 Paperback: $10.99
Smashwords (PDF, Epub, and other formats): $9.99
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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.
Kindle Edition: $9.99 Paperback: $10.99
Smashwords (PDF, Epub, and other formats): $9.99
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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.
Kindle Edition: $9.99 Paperback: $10.99
Smashwords (PDF, Epub, and other formats): $9.99
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Working Together for Professionals in Health Care: Communication Skills for Collaboration and Teamwork 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.
Kindle Edition: $9.99 Paperback: $10.99
Smashwords (PDF, Epub, and other formats): $9.99
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