Customer Care in Healthcare Guidebook

Customer Care in Healthcare Guidebook

Author: Daniel Farb

Publisher: UniversityOfHealthCare

Published: 2005

Total Pages: 171

ISBN-13: 1594912378

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The Customer Care in Healthcare Guidebook the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines 4 Customer Care in Healthcare titles into one package. Titles included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version. Contact hour credits are available.


Book Synopsis Customer Care in Healthcare Guidebook by : Daniel Farb

Download or read book Customer Care in Healthcare Guidebook written by Daniel Farb and published by UniversityOfHealthCare. This book was released on 2005 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Care in Healthcare Guidebook the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines 4 Customer Care in Healthcare titles into one package. Titles included are Reorganizing for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships, and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organization's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version. Contact hour credits are available.

The Health Care Handbook

The Health Care Handbook

Author: Elisabeth T. Askin

Publisher: Lippincott Williams & Wilkins

Published: 2022-11-21

Total Pages: 191

ISBN-13: 1975200047

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Described in the New York Times as “an astonishingly clear ‘user’s manual’ that explains our health care system and the policies that will change it,” The Health Care Handbook, by Drs. Elisabeth Askin and Nathan Moore, offers a practical, neutral, and readable overview of the U.S. health care system in a compact, convenient format. The fully revised third edition provides concise coverage on health care delivery, insurance and economics, policy, and reform—all critical components of the system in which health care professionals work. Written in a conversational and accessible tone, this popular, highly regarded handbook serves as a “one stop shop” for essential facts, systems, concepts, and analysis of the U.S. health care system, providing the tools you need to confidently evaluate current health care policy and controversies.


Book Synopsis The Health Care Handbook by : Elisabeth T. Askin

Download or read book The Health Care Handbook written by Elisabeth T. Askin and published by Lippincott Williams & Wilkins. This book was released on 2022-11-21 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Described in the New York Times as “an astonishingly clear ‘user’s manual’ that explains our health care system and the policies that will change it,” The Health Care Handbook, by Drs. Elisabeth Askin and Nathan Moore, offers a practical, neutral, and readable overview of the U.S. health care system in a compact, convenient format. The fully revised third edition provides concise coverage on health care delivery, insurance and economics, policy, and reform—all critical components of the system in which health care professionals work. Written in a conversational and accessible tone, this popular, highly regarded handbook serves as a “one stop shop” for essential facts, systems, concepts, and analysis of the U.S. health care system, providing the tools you need to confidently evaluate current health care policy and controversies.

Resolving Patient Complaints

Resolving Patient Complaints

Author: Liz Osborne

Publisher: Jones & Bartlett Learning

Published: 2004

Total Pages: 252

ISBN-13: 9780763726225

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Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.


Book Synopsis Resolving Patient Complaints by : Liz Osborne

Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.

Unraveling U.S. Health Care

Unraveling U.S. Health Care

Author: Roberta E. Winter

Publisher: Rowman & Littlefield Publishers

Published: 2013-07-18

Total Pages: 303

ISBN-13: 1442222980

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Unraveling U.S. Health Care is a guidebook to the health care system that provides a timely and thorough explanation of U.S. health care, written in readable laymen’s terms. Roberta Winter educates and informs general readers about useful information that will empower their health care decision making. She makes sense of important health care issues, which are often filtered with political and financial stakeholder bias, confusing the health care consumer. Useful tips, explanatory charts, and statewide scorecards are included throughout to assist readers in choosing the best care they can receive. More than ever, patients must act as consumers of health care, balancing informed decisions with available resources. Keeping this in mind, Winter also explores other options available to patients, including seeking health care outside the United States, and provides a roadmap for medical tourists to the U.S. In addition, she includes Medicare enrollment tips, and a summary of the 2010 health care reforms and implementation guidelines. Bringing all this data together, this book will serve as a resource and guide for anyone who seeks to receive better care for both everyday issues and major health concerns alike.


Book Synopsis Unraveling U.S. Health Care by : Roberta E. Winter

Download or read book Unraveling U.S. Health Care written by Roberta E. Winter and published by Rowman & Littlefield Publishers. This book was released on 2013-07-18 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unraveling U.S. Health Care is a guidebook to the health care system that provides a timely and thorough explanation of U.S. health care, written in readable laymen’s terms. Roberta Winter educates and informs general readers about useful information that will empower their health care decision making. She makes sense of important health care issues, which are often filtered with political and financial stakeholder bias, confusing the health care consumer. Useful tips, explanatory charts, and statewide scorecards are included throughout to assist readers in choosing the best care they can receive. More than ever, patients must act as consumers of health care, balancing informed decisions with available resources. Keeping this in mind, Winter also explores other options available to patients, including seeking health care outside the United States, and provides a roadmap for medical tourists to the U.S. In addition, she includes Medicare enrollment tips, and a summary of the 2010 health care reforms and implementation guidelines. Bringing all this data together, this book will serve as a resource and guide for anyone who seeks to receive better care for both everyday issues and major health concerns alike.

Cultural Sensibility in Healthcare: A Personal & Professional Guidebook

Cultural Sensibility in Healthcare: A Personal & Professional Guidebook

Author: Sally N. Ellis Fletcher

Publisher: Sigma Theta Tau

Published: 2015-06-10

Total Pages: 172

ISBN-13: 1937554953

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The healthcare workforce and landscape continues to evolve with the ongoing education systems forming in foreign countries and immigration and foreign employment continuing to grow in the United States. Every heath care provider and patient is challenged with cultural competency and acceptance on a daily basis. Often times our own prejudices and beliefs have great potential to interfere with effective health care interactions when what is truly important is providing the best patient care possible. There is much discussion around cultural sensitivity and cultural expertise, but now the discussion has shifted to cultural sensibility, which is a deliberate behavior that proactively provides an enriched provider consumer/patient interaction, where the health care provider acknowledges cultural issues and situations through thoughtful reasoning, responsiveness, and discreet (attentive, considerate, and observant) interactions. In this highly practical and informative handbook, author Sally Ellis Fletcher offers healthcare providers a process that encourages them to first consider their own attitudes, biases, beliefs, and prejudices through self-reflection. Cultural Sensibility in Healthcare challenges readers to examine cultural issues beyond just theory and to instead explore culture as it affects your professional role thus creating culturally sensibility health care encounters.


Book Synopsis Cultural Sensibility in Healthcare: A Personal & Professional Guidebook by : Sally N. Ellis Fletcher

Download or read book Cultural Sensibility in Healthcare: A Personal & Professional Guidebook written by Sally N. Ellis Fletcher and published by Sigma Theta Tau. This book was released on 2015-06-10 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: The healthcare workforce and landscape continues to evolve with the ongoing education systems forming in foreign countries and immigration and foreign employment continuing to grow in the United States. Every heath care provider and patient is challenged with cultural competency and acceptance on a daily basis. Often times our own prejudices and beliefs have great potential to interfere with effective health care interactions when what is truly important is providing the best patient care possible. There is much discussion around cultural sensitivity and cultural expertise, but now the discussion has shifted to cultural sensibility, which is a deliberate behavior that proactively provides an enriched provider consumer/patient interaction, where the health care provider acknowledges cultural issues and situations through thoughtful reasoning, responsiveness, and discreet (attentive, considerate, and observant) interactions. In this highly practical and informative handbook, author Sally Ellis Fletcher offers healthcare providers a process that encourages them to first consider their own attitudes, biases, beliefs, and prejudices through self-reflection. Cultural Sensibility in Healthcare challenges readers to examine cultural issues beyond just theory and to instead explore culture as it affects your professional role thus creating culturally sensibility health care encounters.

Customer Service for Professionals in Health Care

Customer Service for Professionals in Health Care

Author: Wendy Leebov

Publisher: Createspace Independent Publishing Platform

Published: 2012-10-29

Total Pages: 0

ISBN-13: 9781479364053

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Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.


Book Synopsis Customer Service for Professionals in Health Care by : Wendy Leebov

Download or read book Customer Service for Professionals in Health Care written by Wendy Leebov and published by Createspace Independent Publishing Platform. This book was released on 2012-10-29 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing great customer service in healthcare is an ongoing challenge. This short book is a terrific guide to customer service essentials for front line staff. Rich with interactive exercises and self-help tools, staff become clearer on the Sixteen House Rules of Customer Service. They also raise their awareness of their own current behavior compared to the behaviors that reflect great customer service. This booklet makes a great recognition gift and support for individual coaching or staff development with groups. Customer Service has the concrete skills that can lead you and your team to significant progress.

Risk Management Handbook for Health Care Organizations

Risk Management Handbook for Health Care Organizations

Author: American Society for Healthcare Risk Management (ASHRM)

Publisher: John Wiley & Sons

Published: 2009-04-27

Total Pages: 672

ISBN-13: 0470300175

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Risk Management Handbook for Health Care Organizations, Student Edition This comprehensive textbook provides a complete introduction to risk management in health care. Risk Management Handbook, Student Edition, covers general risk management techniques; standards of health care risk management administration; federal, state and local laws; and methods for integrating patient safety and enterprise risk management into a comprehensive risk management program. The Student Edition is applicable to all health care settings including acute care hospital to hospice, and long term care. Written for students and those new to the topic, each chapter highlights key points and learning objectives, lists key terms, and offers questions for discussion. An instructor's supplement with cases and other material is also available. American Society for Healthcare Risk Management (ASHRM) is a personal membership group of the American Hospital Association with more than 5,000 members representing health care, insurance, law, and other related professions. ASHRM promotes effective and innovative risk management strategies and professional leadership through education, recognition, advocacy, publications, networking, and interactions with leading health care organizations and government agencies. ASHRM initiatives focus on developing and implementing safe and effective patient care practices, preserving financial resources, and maintaining safe working environments.


Book Synopsis Risk Management Handbook for Health Care Organizations by : American Society for Healthcare Risk Management (ASHRM)

Download or read book Risk Management Handbook for Health Care Organizations written by American Society for Healthcare Risk Management (ASHRM) and published by John Wiley & Sons. This book was released on 2009-04-27 with total page 672 pages. Available in PDF, EPUB and Kindle. Book excerpt: Risk Management Handbook for Health Care Organizations, Student Edition This comprehensive textbook provides a complete introduction to risk management in health care. Risk Management Handbook, Student Edition, covers general risk management techniques; standards of health care risk management administration; federal, state and local laws; and methods for integrating patient safety and enterprise risk management into a comprehensive risk management program. The Student Edition is applicable to all health care settings including acute care hospital to hospice, and long term care. Written for students and those new to the topic, each chapter highlights key points and learning objectives, lists key terms, and offers questions for discussion. An instructor's supplement with cases and other material is also available. American Society for Healthcare Risk Management (ASHRM) is a personal membership group of the American Hospital Association with more than 5,000 members representing health care, insurance, law, and other related professions. ASHRM promotes effective and innovative risk management strategies and professional leadership through education, recognition, advocacy, publications, networking, and interactions with leading health care organizations and government agencies. ASHRM initiatives focus on developing and implementing safe and effective patient care practices, preserving financial resources, and maintaining safe working environments.

Managed Care

Managed Care

Author: Peter Kongstvedt

Publisher: Jones & Bartlett Learning

Published: 2009-10-07

Total Pages: 295

ISBN-13: 0763759112

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The origins of managed health care -- Types of managed care organizations and integrated health care delivery systems -- Network management and reimbursement -- Management of medical utilization and quality -- Internal operations -- Medicare and Medicaid -- Regulation and accreditation in managed care.


Book Synopsis Managed Care by : Peter Kongstvedt

Download or read book Managed Care written by Peter Kongstvedt and published by Jones & Bartlett Learning. This book was released on 2009-10-07 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: The origins of managed health care -- Types of managed care organizations and integrated health care delivery systems -- Network management and reimbursement -- Management of medical utilization and quality -- Internal operations -- Medicare and Medicaid -- Regulation and accreditation in managed care.

Pocket Book of Hospital Care for Children

Pocket Book of Hospital Care for Children

Author: World Health Organization

Publisher: World Health Organization

Published: 2013

Total Pages: 442

ISBN-13: 9241548371

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The Pocket Book is for use by doctors nurses and other health workers who are responsible for the care of young children at the first level referral hospitals. This second edition is based on evidence from several WHO updated and published clinical guidelines. It is for use in both inpatient and outpatient care in small hospitals with basic laboratory facilities and essential medicines. In some settings these guidelines can be used in any facilities where sick children are admitted for inpatient care. The Pocket Book is one of a series of documents and tools that support the Integrated Managem.


Book Synopsis Pocket Book of Hospital Care for Children by : World Health Organization

Download or read book Pocket Book of Hospital Care for Children written by World Health Organization and published by World Health Organization. This book was released on 2013 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Pocket Book is for use by doctors nurses and other health workers who are responsible for the care of young children at the first level referral hospitals. This second edition is based on evidence from several WHO updated and published clinical guidelines. It is for use in both inpatient and outpatient care in small hospitals with basic laboratory facilities and essential medicines. In some settings these guidelines can be used in any facilities where sick children are admitted for inpatient care. The Pocket Book is one of a series of documents and tools that support the Integrated Managem.

The Lean Healthcare Handbook

The Lean Healthcare Handbook

Author: Thomas Pyzdek

Publisher: Springer Nature

Published: 2021-04-28

Total Pages: 252

ISBN-13: 3030699013

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The book shows readers exactly how to use Lean tools to design healthcare work that is smooth, efficient, error free and focused on patients and patient outcomes. It includes in-depth discussions of every important Lean tool, including value stream maps, takt time, spaghetti diagrams, workcell design, 5S, SMED, A3, Kanban, Kaizen and many more, all presented in the context of healthcare. For example, the book explains the importance of quick operating room or exam room changeovers and shows the reader specific methods for drastically reducing changeover time. Readers will learn to create healthcare value streams where workflows are based on the pull of customer/patient demand. The book also presents a variety of ways to continue improving after initial Lean successes. Methods for finding the root causes of problems and implementing effective solutions are described and demonstrated. The approach taught here is based on the Toyota Production System, which has been adopted worldwide by healthcare organizations for use in clinical, non-clinical and administrative areas.


Book Synopsis The Lean Healthcare Handbook by : Thomas Pyzdek

Download or read book The Lean Healthcare Handbook written by Thomas Pyzdek and published by Springer Nature. This book was released on 2021-04-28 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book shows readers exactly how to use Lean tools to design healthcare work that is smooth, efficient, error free and focused on patients and patient outcomes. It includes in-depth discussions of every important Lean tool, including value stream maps, takt time, spaghetti diagrams, workcell design, 5S, SMED, A3, Kanban, Kaizen and many more, all presented in the context of healthcare. For example, the book explains the importance of quick operating room or exam room changeovers and shows the reader specific methods for drastically reducing changeover time. Readers will learn to create healthcare value streams where workflows are based on the pull of customer/patient demand. The book also presents a variety of ways to continue improving after initial Lean successes. Methods for finding the root causes of problems and implementing effective solutions are described and demonstrated. The approach taught here is based on the Toyota Production System, which has been adopted worldwide by healthcare organizations for use in clinical, non-clinical and administrative areas.