Wendy Leebov's Essentials for Great Patient Experiences

Wendy Leebov

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126 pages each, soft cover, 7" x 10"
AHA Order Number: 042202
ISBN: 978-1-55648-352-3
AHA Member Price: $28.00
Nonmember Price: $35.00

Looking for quick help in solving daily workforce problems that demoralize both you and your staff, and lead to less-than-perfect patient satisfaction outcomes? Here is a book that will help you lead and inspire, and elevate the opinions your patients and their families have of your institution. The book contains exercises, checklists, meeting plans, question guides, scripts, and coaching techniques, plus an appendix of additional resources that you can use to quickly reverse the common conflicts, miscommunications, and bad performances that stifle happiness and achievement at work.

It is an easy, quick read designed to accommodate tight work schedules and just-in-time management schedules. It addresses specific, daily problems that afflict most organizations and contains proven solutions you can apply immediately, so you get immediate results.

15% Discount on Package of Five - Purchase NOW!

Package of Five:
Let staff share the benefits, exercises and scripts within work teams and across departments. Distributing individual copies clearly communicates that you value your team members equally and helps quickly build the behaviors that inspire change and lead to a culture of superior performance.

AHA Order Number: 042204
AHA Member Price: $119.00
Nonmember Price: $148.75

Table of Contents

Contents
List of Figures and Tools
About the Author
Preface
Chapter 1.—Empathy Fitness for Leaders
Chapter 2.—Lessening Patient Anxiety
Chapter 3.—A Giant Step toward Patient-Centered Care
Chapter 4.—Using Scripts for Patient Interactions
Chapter 5.—Easing the Wait for Patients
Chapter 6.—Customer Rounds
Chapter 7.—The Connective Tissue Issue
Chapter 8.—Dealing with Difficult-for-Me People
Chapter 9.—The Gift of Customer Complaints
Chapter 10.—Working Better with Physicians
Chapter 11.—Less Turnover, Better Patient Care
Chapter 12.—How to Create a Patient Satisfaction Epidemic
Appendix. Additional Resources for Health Care Leaders
Index

Readers Endorsements

"Excellent! We finally have a 'how to' book with great examples, tools, and scripts for every level of employee who might touch our patients. This hands-on book equips health care providers with specific information they can use to improve the patient's experience."
Ann Campbell, Chief Nursing Officer, Virtua Health, Marlton, NJ

"Dr. Leebov has identified the crucial issues of service excellence in health care and provided the tools for addressing them.  If every provider incorporated her simple techniques into every patient encounter, we would not have service problems in health care."
Thomas Anderson, M.D., M.B.A., Vice President, Medical Affairs, Summit Health, Chambersburg, PA

"...keeps those of us who work in health care improvement and cultural change inspired to keep going proves once again that there is always something new to learn and share with direct health care providers and those who support them. Everyone who leads a team, nursing unit, or department in a health care setting would benefit from the concepts and tools in this book."
Sandra Geiger, Vice President, Performance Excellence, South Shore Hospital, South Weymouth, MA