Books

Concrete "how-to" guide to exceptional physician-patient communication by nationally recognized experts on healthcare communication.

This book answers 'why not' and 'how to' for health care accreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, and through patient-centered action with practical tools and potent case studies.

Concrete "how-to" guide to exceptional physician-patient communication by nationally recognized experts on healthcare communication.

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.

Specific tools that enhance the patient experience and address the difficulties staff have in delivering the exemplary care they would like to provide.

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 patient experience—without sacrificing productivity.

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.

Best Seller! Seven powerful strategies critical to effective service management.

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.

An easy read for managers that explains critical demands of their jobs in today’s challenging, turbulent environment.

Improve patient satisfaction and your practice will thrive.

Helps healthcare employees be effectively assertive in interactions.

Reinforces a customer orientation and develops key customer-oriented behaviors.

Hones in on telephone skills customer service.

For frontline employees, shows that customer complaints are a second chance to make things right. Builds tact, compassion, creative problem-solving and follow through.

How you can personally influence the quality of your relationships with others to enhance job satisfaction, customer satisfaction and workplace harmony.