Download or read book Customer Satisfaction Experiences in Healthcare Sector UUM Press written by Hartini Ahmad and published by UUM Press. This book was released on 2014-01-01 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is written to guide readers on every aspect of customer satisfaction based on a contextualised approach and to assist in improving the service quality. It is intended as a reference in measuring customer satisfaction in a more holistic way, not only in healthcare sector but also in banking, tourism and hospitality sectors. This book provides readers with a guide on how to develop an instrument to measure customer satisfaction in different service sectors. Readers will understand how important customer-oriented is to increase customer satisfaction which subsequently helps to minimise the operation costs for organisation to sustain. This book is also suitable as a reference to private hospitals’ policy makers, managers, decision makers and strategic planners on how best to utilise the proposed model in enhancing their customer satisfaction and loyalty.
Download or read book Wiser Model Approach Business Process Change in Universities UUM Press written by Hartini Ahmad and published by UUM Press. This book was released on 2017-01-02 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book intends to provide the readers with the fundamentals of business process change (BPC) and how BPC can be applied to the processes and culture that are inherent in the universities. The concepts and principles highlighted in the book will give further understanding on the organisational change area. The information shared in this book represents concepts, practised, issues and challenges in various changes projects. The book examines the connection of business process reengineering (BPR), Total Quality Management (TQM) and learning organisation (LO). The readers will be exposed to the BPC concepts, strategies and directions for implementation and successful monitoring in the university environment. The book provides the evidence-based practice implementation case studies case evidences on the recent successes in applying BPC in the universities. The book gives readers a comprehensive guideline for BPC using the WISER model. The book explains the BPC methodology with the five phases in detail. Interestingly, the book comes out with the evidence-based practice implementation case-evidenced BPC in the universities, the real life experiences as practical examples for illustrations. The readers could understand the WISER model, which can aid the strategic and project planning of the universities. The book provides the readers with tools and techniques, and the plan of actions that are utilised in the wake-up, identification, selection, execution and re-evaluation phases in the WISER model.
Download or read book Patient Satisfaction written by Irwin Press and published by . This book was released on 2006 with total page 286 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book explores the patient's perception of care to identify the drivers and implications of patient satisfaction. ... . The second edition offers significant new material, including : Enhanced material on staff buy-in to patient satisfaction initiatives - A new chapter that provides fifty simple and innovative improvement ideas - Additional material on staff and physician satisfaction - A new chapter on managing diverse patients and staff - New insight on compliant management and scripting. [Ed.]
Download or read book Total Customer Satisfaction written by Stephanie G. Sherman and published by Jossey-Bass. This book was released on 1998-12-18 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Customer Satisfaction reports on the breakthrough methods used by award winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field how to create and implement a total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization. "A totally inclusive book with example after example of how to prioritize your customer satisfaction actions that will give the greatest return on your investment. After using these helpful how-to's for the past year and experiencing the result, I highly recommAnd it. Total Customer Satisfaction works!" --John Schwartz, chief executive, Trinity Hospital/Advocate Health Care "A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical `action plan' format, Sherman challenges the reader to think about solutions, not just ideas." --Irwin Press, president, Press, Ganey Associates, Inc. "This is must reading for all individuals who want to capture the essence of customer service and the hearts of their employees. The additional reward will be improved operational performance." --Quint Studer, president, Baptist Hospital, Inc. "Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book." --Mark C. Clement, president and CEO, Holy Cross Hospital, and winner of the 1994 AHA Great Comebacks Award, the 1996 International Enterprise Award for Customer Satisfaction, and the 1998 Global Best Practices Award for Customer Service "This timely book drives the point home and provides a structure to help health care organizations go beyond just measuring; to move from listening to responding." --Jerry Seibert, president, Parkside Associates
Download or read book The Complete Guide to Transforming the Patient Experience written by Gary Adamson and published by HC Pro, Inc.. This book was released on 2009-10 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Guide to Transforming the Patient Experience Gary Adamson; Sonia Rhodes Create exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, The Complete Guide to Transforming the Patient Experience will give you the tools you need to: Assess your organization's patient experience Implement patient experience techniques in your own organization Market your new patient experience to improve market share Unite brand promise with brand experience The Complete Guide to Transforming the Patient Experience comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contents Chapter 1: Story in the Stone: The State of the Experience in Healthcare Chapter 2: Immerse Yourself: The Best Way to Learn About Experiences Chapter 3: An Experience Marriage: Marketing and Operations Together At Last Chapter 4: Experience Drivers: From the Inside Out and the Outside In Chapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive Decisions Chapter 6: A Question of Greatness: Set a New Standard of Organizational Performance Chapter 7: Living Legends: Bring Mission, Vision, and Values to Life Chapter 8: Miniature Treasures, Epic Results: Create Memorable Symbols and Ceremonies Chapter 9: Setting the Stage: Turn Functional Facilities into Healing Spaces Chapter 10: The Fab Four: Develop, Gather, and Tell Your Stories--and Make them Legendary Chapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.
Download or read book Patient No Longer written by Ryan Donohue and published by . This book was released on 2021 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book discusses the compelling reasons consumer-centric healthcare is so crucial and how healthcare leaders can work to build health systems focused on it"--
Download or read book Health Promotion in Health Care Vital Theories and Research written by Gørill Haugan and published by Springer Nature. This book was released on 2021-03-11 with total page 382 pages. Available in PDF, EPUB and Kindle. Book excerpt: This open access textbook represents a vital contribution to global health education, offering insights into health promotion as part of patient care for bachelor’s and master’s students in health care (nurses, occupational therapists, physiotherapists, radiotherapists, social care workers etc.) as well as health care professionals, and providing an overview of the field of health science and health promotion for PhD students and researchers. Written by leading experts from seven countries in Europe, America, Africa and Asia, it first discusses the theory of health promotion and vital concepts. It then presents updated evidence-based health promotion approaches in different populations (people with chronic diseases, cancer, heart failure, dementia, mental disorders, long-term ICU patients, elderly individuals, families with newborn babies, palliative care patients) and examines different health promotion approaches integrated into primary care services. This edited scientific anthology provides much-needed knowledge, translating research into guidelines for practice. Today’s medical approaches are highly developed; however, patients are human beings with a wholeness of body-mind-spirit. As such, providing high-quality and effective health care requires a holistic physical-psychological-social-spiritual model of health care is required. A great number of patients, both in hospitals and in primary health care, suffer from the lack of a holistic oriented health approach: Their condition is treated, but they feel scared, helpless and lonely. Health promotion focuses on improving people’s health in spite of illnesses. Accordingly, health care that supports/promotes patients’ health by identifying their health resources will result in better patient outcomes: shorter hospital stays, less re-hospitalization, being better able to cope at home and improved well-being, which in turn lead to lower health-care costs. This scientific anthology is the first of its kind, in that it connects health promotion with the salutogenic theory of health throughout the chapters. the authors here expand the understanding of health promotion beyond health protection and disease prevention. The book focuses on describing and explaining salutogenesis as an umbrella concept, not only as the key concept of sense of coherence.
Download or read book Service Quality Management in Hospitality Tourism and Leisure written by Connie Mok and published by Routledge. This book was released on 2013-01-11 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Download or read book Transforming the Workforce for Children Birth Through Age 8 written by National Research Council and published by National Academies Press. This book was released on 2015-07-23 with total page 587 pages. Available in PDF, EPUB and Kindle. Book excerpt: Children are already learning at birth, and they develop and learn at a rapid pace in their early years. This provides a critical foundation for lifelong progress, and the adults who provide for the care and the education of young children bear a great responsibility for their health, development, and learning. Despite the fact that they share the same objective - to nurture young children and secure their future success - the various practitioners who contribute to the care and the education of children from birth through age 8 are not acknowledged as a workforce unified by the common knowledge and competencies needed to do their jobs well. Transforming the Workforce for Children Birth Through Age 8 explores the science of child development, particularly looking at implications for the professionals who work with children. This report examines the current capacities and practices of the workforce, the settings in which they work, the policies and infrastructure that set qualifications and provide professional learning, and the government agencies and other funders who support and oversee these systems. This book then makes recommendations to improve the quality of professional practice and the practice environment for care and education professionals. These detailed recommendations create a blueprint for action that builds on a unifying foundation of child development and early learning, shared knowledge and competencies for care and education professionals, and principles for effective professional learning. Young children thrive and learn best when they have secure, positive relationships with adults who are knowledgeable about how to support their development and learning and are responsive to their individual progress. Transforming the Workforce for Children Birth Through Age 8 offers guidance on system changes to improve the quality of professional practice, specific actions to improve professional learning systems and workforce development, and research to continue to build the knowledge base in ways that will directly advance and inform future actions. The recommendations of this book provide an opportunity to improve the quality of the care and the education that children receive, and ultimately improve outcomes for children.
Download or read book The Ecology of Human Development written by Urie BRONFENBRENNER and published by Harvard University Press. This book was released on 2009-06-30 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is a book that challenges the very basis of the way psychologists have studied child development. According to Urie Bronfenbrenner, one of the world's foremost developmental psychologists, laboratory studies of the child's behavior sacrifice too much in order to gain experimental control and analytic rigor. Laboratory observations, he argues, too often lead to "the science of the strange behavior of children in strange situations with strange adults for the briefest possible periods of time." To understand the way children actually develop, Bronfenbrenner believes that it will be necessary to observe their behavior in natural settings, while they are interacting with familiar adults over prolonged periods of time. This book offers an important blueprint for constructing such a new and ecologically valid psychology of development. The blueprint includes a complete conceptual framework for analysing the layers of the environment that have a formative influence on the child. This framework is applied to a variety of settings in which children commonly develop, ranging from the pediatric ward to daycare, school, and various family configurations. The result is a rich set of hypotheses about the developmental consequences of various types of environments. Where current research bears on these hypotheses, Bronfenbrenner marshals the data to show how an ecological theory can be tested. Where no relevant data exist, he suggests new and interesting ecological experiments that might be undertaken to resolve current unknowns. Bronfenbrenner's groundbreaking program for reform in developmental psychology is certain to be controversial. His argument flies in the face of standard psychological procedures and challenges psychology to become more relevant to the ways in which children actually develop. It is a challenge psychology can ill-afford to ignore.
Download or read book Service Design and Delivery written by Mairi Macintyre and published by Springer Science & Business Media. This book was released on 2011-04-02 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Download or read book Fundamentals of Nursing written by Sue C Delaune and published by Delmar Pub. This book was released on 2010-03-01 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Containing almost 800 questions in an easy to use format, this unique study guide is an essential tool that reinforces the content presented in the core text. The variety of questions include critical thinking discussion questions, classroom and homework activities, and multiple response. Questions build on key concepts presented in the core text on a chapter-by-chapter basis. Varying levels of difficulty are included for self-adaptive learning and review.
Download or read book International Public Health Diseases Programs Systems and Policies written by Michael Merson and published by Jones & Bartlett Learning. This book was released on 2006 with total page 755 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this text for graduate students in various disciplines who are studying international public health, the author focuses on conditions in low- and middle-income countries, occasionally making reference to high-income countries. He suggests approaches for fostering public health, and discusses future challenges for health promotion and disease prevention around the world. The text can also be used as a reference by those working in government agencies, international health and development agencies, and NGOs.
Download or read book Journal of Protective Coatings Linings written by and published by . This book was released on 1995 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Health Financing for Poor People written by Alexander S. Preker and published by World Bank Publications. This book was released on 2004 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the most urgent development challenges facing many low and middle income countries is the need for adequate financing systems to pay for health care provision to the estimated 1.3 billion impoverished people living in rural areas or working in the informal sector in urban areas. This publication considers ways of improving the financing of health care at low income levels, as part of a global strategy for increased investment in health and poverty reduction. Topics discussed include: global and regional trends in healthcare financing; strengths and weaknesses of community-based health financing, and experiences in Asia and Africa; country case studies using household survey analysis from Senegal, Rwanda, India and Thailand; deficit financing; and the impact of risk sharing on achieving health system goals.
Download or read book Living Mindfully Across the Lifespan written by J. Kim Penberthy and published by Routledge. This book was released on 2020-11-22 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Living Mindfully Across the Lifespan: An Intergenerational Guide provides user-friendly, empirically supported information about and answers to some of the most frequently encountered questions and dilemmas of human living, interactions, and emotions. With a mix of empirical data, humor, and personal insight, each chapter introduces the reader to a significant topic or question, including self-worth, anxiety, depression, relationships, personal development, loss, and death. Along with exercises that clients and therapists can use in daily practice, chapters feature personal stories and case studies, interwoven throughout with the authors’ unique intergenerational perspectives. Compassionate, engaging writing is balanced with a straightforward presentation of research data and practical strategies to help address issues via psychological, behavioral, contemplative, and movement-oriented exercises. Readers will learn how to look deeply at themselves and society, and to apply what has been learned over decades of research and clinical experience to enrich their lives and the lives of others.
Download or read book Nordic EHealth Indicators written by Nordic Council of Ministers and published by Nordic Council of Ministers. This book was released on 2013-03-20 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Nordic eHealth Research Network was established in 2012 as a forum for policy makers and researchers to jointly work towards measurable policy goals and data that can be exploited to steer decision making related to goals and their implementation. This report describes first results of the Network: eHealth policy analysis and first common Nordic eHealth indicators. The results show similarities and also some differences in the eHealth policies, priorities and implementation. Interesting similarities and differences in availability and use of eHealth services in the Nordic countries were found with the first comparable eHealth indicators. The results create a basis for Evidence-based policy making as well as benchmarking and learning best practices from each other.
