Achieving Patient (aka Customer) Experience Excellence Lessons From a Successful Cultural Transformation in a Hospital. Dieser Artikel ist nicht verfügbar.
Sprache: Englisch
Verlag: Productivity Press, 2013
- Hardcover
- Neu
Anbieter: Romtrade Corp., STERLING HEIGHTS, MI, USARomtrade Corp.
Verkäufer:in bei ZVAB seit 17. April 2013
Zustand: Neu
EUR 47,73
Artikelbeschreibung des Verkäufers
This is a Brand-new US Edition. This Item may be shipped from US or any other country as we have multiple locations worldwide.
Bestandsnummer des Verkäufers ABNR-318154
- Titel
- Achieving Patient (aka Customer) Experience Excellence Lessons From a Successful Cultural Transformation in a Hospital
- Autor
- Dishongh, Rhonda; Dibeehi, Qaalfa; Janevska, Kalina; D. Erickson, Gregory
- Verlag
- Productivity Press
- Erscheinungsjahr
- 2013
- Zustand
- New
- Einband
- Hardcover
- Sprache
- Englisch
- ISBN-10
- 1466583088
- ISBN-13
- 9781466583085
Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success.
Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a range of industries, including healthcare, telecom, and financial services. Each chapter begins with a case study that describes the experiences of the authors—the director of customer experience design, the director of imaging services, a consultant, and a business psychologist—allowing readers to learn from their success and struggles.
Each chapter also includes a management learning section that provides practical advice and helpful tips for healthcare managers on their journey towards achieving excellence in the patient experience. Representing decades of battle-tested experience, this book will not only help you understand the components required to build a customer-centric culture, but will also provide the mindset you will need to strike the ideal balance between patient (aka customer) satisfaction and business benefit.
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Über die Autorin bzw. den Autor
On a personal note, Rhonda has been married to her high school sweetheart for twenty years and spends her personal time documenting a pictorial history of her two sons and daughter.
Qaalfa Dibeehi (pronounced alfa dibay-i) is a recognized global expert in Customer Experience with more than twenty years of experience in the customer-related space with particular emphasis on the special problems and sensitivities of organizations that have a dual commercial and social/community responsibility.
He is the chief operating and consulting officer of Beyond Philosophy, the Customer Experience consultancy. He was previously a managing consultant with Round, the customer centricity consultancy. While there, he helped develop an assessment tool that eventually won a 2003 Customer Relationship Management (CRM) Innovation of the Year award. His experience also includes senior roles at Fulcrum Analytics, where he was director of their consumer and strategy consulting pra
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