Service Savvy Health Care: One Goal at a Time »

Leebov, Wendy; Afriat, Susan; Presha, Jeanne

For managers who have the basics of service management in place, this nuts-and-bolts guide helps tackle service challenges that cut across all work teams through a "one goal at a time" approach. Book includes do-it-yourself kits that offer detailed guidance and concrete resources needed to achieve three objectives:

• Improving first impressions
• Providing excellent explanations to customers
• Improving service recovery (effective complaint handling)

Mary L. Fisher

This book describes the journey of one organization, Albert Einstein Healthcare Network in Philadelphia, to achieve a values-driven organization. The innovations were accomplished by the entire organization focusing on a single "breakthrough" objective at a time, in a coordinated effort to impact the "vital few." The purpose is to share breakthrough processes with healthcare managers and to provide a "do-it-yourself kit" to accomplish these goals in three areas: meeting and greeting, providing great explanations, and handling complaints effectively. The process can then be translated to other projects in the reader's setting. The audience as stated is healthcare managers and professionals, but organizational development specialists, human resource leaders, and teams can use the techniques as templates to accomplish their own objectives. The authors have credibility as consultants and human resource and organizational development leaders. This book is organized into three sections. The initial section sets the stage by explaining process improvement and providing tools to select breakthrough objectives. Three tool kits are then provided for specific projects. The third section is a help clinic for special situations. Tips, key actions, team templates, protocols, design steps, clip and copy, communication tips, and job aids are provided to assist the reader. This unique book illustrates the impact of creativity and group effort on everyday processes that affect customer satisfaction and the work environment. The idea that our healthcare organizations should be values-driven, engaging all employees in the process, can become a reality using these tools. The ethical leadershipnecessary to drive these changes is the only thing not provided by the book.

About the Authors.
Preface.
About This Book.
Acknowledgments.
THE PURSUIT OF SERVICE IMPROVEMENT.
1. Using Breakthrough Objectives to Drive Service Improvement.
2. Tools for Planning Your Service Improvement Pursuits.
3. The 10-Step Service Improvement Process.
DO-IT-YOUSELF KITS FOR PURSUING THREE SPECIFIC SERVICE OBJECTIVES.
4. Do-It-Yourself Kit for Improving First Impressions.
5. Do-It-Yourself Kit for Improving Explanations to Customers.
6. Do-It-Yourself Kit for Improving Service Recovery.
HELP CLINIC.
7. Special Considerations for Large Health Care Organizations.
8. Special Considerations for Medical Practices.
9. Your Questions Answered.
Index.