File Size: 778 KB
Print Length: 216 pages
Publisher: Second River Healthcare; 6 edition (April 1, 2004)
Publication Date: April 1, 2004
And I find this book positive... as a physician together with 30+ years in medication, Excellent grave fear regarding the time after i turn out to be a ward of the particular medical-industrial complex. In basic, it is not patient-centric, nor in some instances, imbued with much common sense. This is the sad reality. This publication won't fix all that will ails us, but the suggestions presented, and the nature contained therein, are the great start.
Highly suggest!, This book is having just a little long in the particular tooth now... but if you're a hospital professional looking to get a better handle on your customer satisfaction / net impulsor scores, it is vital for me. It's a excellent reminder from the " earlier days" of customer sitting in healthcare, and actually sets the groundwork for things like Value Based Purchasing.
The book is a great read, easy and fast. It is written in the conversational tone and offers great, specific examples. It can be ACTED AFTER quickly. I like reading it.
However, I'm now obtaining that it's easier for me to " read" business books via audiobook. Smart way to spend the time in the vehicle. The particular conversational tone with this publication really lends itself in order to the sound format. The particular narrator is the author, Fred Lee. He's great at conveying the meaning regarding his book and general is good. Occasionally, this individual trips over words and his voice is not accurately " radio star" top quality. Plus the music that leads in and out of every chapter is AWFUL. But these are minor complaints in comparison to the value I get through having these discs.
The particular audience just for this product is tiny... but if if you're in that audience, an individual NEED this (either Cd albums, book or both). It can time well-spent helping in order to refocus on what GENUINELY makes your customers (patients) loyal and satisfied., This is a great publication for anyone in the service industry to study. It's thought provoking and plainly organized with the number of illustrative examples and stories. The articles are by no means fictional, but it is not badly written. It has real substance which sets it apart from many related books. Although the vignette in each chapter usually are helpful, at times they are verbose and so numerous concerning obscure the central teaching of any provided chapter. The book would be better when the "human interest stories" were reduce back significantly.
The substance/rules/"things" are really tools for taking into consideration the problems you deal with when running a hospital and seeking service quality, as opposed to implementable solutions in order to those problems. This is the book's greatest power and greatest weakness. The particular author closes by cautioning readers to not fall into the "great ideas nevertheless how do I implement them" trap. This is sophomoric. Although no affordable reader will expect customize made solutions, trimming the particular gratuitous congratulatory mentions regarding various nurse managers and spending more time about the details underlying their success would have been useful.
Bottom Line: Good usage of money and time, would recommend.
- Just what people believe is more important than the truth
- Arrange around courtesy not performance
- You want loyal individuals (5/5) not satisfied (> 3/5) patients
- Experience is king, A fancy coffee store can sell a cup of coffee for more than a dinner and much more than the expense of natural materials
- Find people who else intrinsically wish to accomplish well and tap into that want. You can't use extrinsic motivate to make them care.
- Habits are the particular best intrinsic motivation, creativity and willpower of less effective, compliance is the very least effective., A winning approach to business management, regardless of what your business. If you want increased customer/client loyalty, and the resulting increase inside referrals, this book will certainly prove an effective tool in order to help you reach individuals goals. You'll understand the particular difference between a satisfied customer and a loyal one. A loyal one is 6 times more likely to provide an individual referrals. Your behavior will certainly change for the better after reading this important book, no matter at exactly what level in operation you stay., I think everyone could gain something by studying this excellent book by simply a an exquisitely compassionate writer, Fred Lee. I don't have anything in order to do with hospitals, and I think this is certainly truly going to help myself inside my own workplace. It can exactly about seeing things inside a new, better lighting. I'm so glad I stumbled on this tiny gem. It's concise. It doesn't overwhelm. It's common bloody sense. Wish more people would check out this.
Since to why I provided this 5 stars? Nicely, all those who have read this publication throughly will know why..., Becoming in the medical career, I am always looking for good ideas working with customer service. I didn't understand what to expect using this publication. The author presents some good material. I was just thinking it may be a lttle bit more entertaining, but it still presents some excellent information that anyone could learn from, Well created, authoritative book that highlights huge gap in hospitals around the world, namely too a lot focus on technical medical stuff and not enough focus on managing patients and families together with genuine empathy and courtesy. Along with highlighting these gaps, the author derives practical and insight lessons from Disney and shows how they may be utilized in all hospitals.
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