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If you're looking for simple tools and techniques to create a more fulfilling environment for staff and patients, this book contains the answers. It is filled with exercises, checklists, meeting plans, question guides, scripts, and coaching techniques that will help bring control and humanity back to caregivers and patients. It enables everyone to deliver the exemplary care patients' deserve.
Quick help in solving daily workforce problems that demoralize staff, and lead to less-than-perfect outcomes. This book will help lead and inspire, and help elevate the opinions patients and their families have of a health care institution. It contains training tools— exercises, checklists, meeting plans, question guides, scripts, and coaching techniques—and an appendix of additional resources that can be used 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.
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.
In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
Providing a solid foundation in sonography, Craig’s Essentials of Sonography and Patient Care, 4th Edition prepares you to succeed in the classroom and in practice. Divided into two parts, this updated text first describes the origins and evolution of diagnostic medical sonography, defines important terminology, and provides proven study techniques such as note taking, effective listening, and test-taking strategies. The second section prepares you for the clinical environment, covering topics from the sonography perspective such as taking a patient's vital signs, safety considerations, body mechanics, patient transfer, infection control, emergency procedures, and assisting patients with special needs. Additionally, survival skills throughout the text seek to build students’ problem solving skills to help them adjust both academically and in the clinical setting. UPDATED! JRC-DMS content ensures you are up-to-date on the latest standards. The only text devoted entirely to entry-level students provides a foundation of essential knowledge ensuring your educational and professional success. Step-by-step presentation of patient care in a sonography setting teaches you how to perform basic medical techniques and interact with patients. Safety Issues chapter explains how to scan with proper scanning technique and posture to avoid repetitive-motion musculoskeletal injuries. Note boxes add information on applying concepts to the clinical setting. Objectives and key terms introduce each chapter’s important content. Chapter summaries simplify study and review by recapping the most important points. Glossary of Spanish phrases covers common instructions for better communication with Spanish-speaking patients. HIPAA information provides the knowledge that you will need to comply with federal law. NEW! Coverage of aseptic and non-aseptic infection control techniques prepares you to work with patients in the clinical environment. NEW! Inclusion of critical thinking "survival skills" help you to adjust your problem-solving skills both academically and in the clinical setting. NEW! Expanded accreditation section guides you through the full process in detail. NEW! Full-color design helps break up content and bring it to life.
"This book answers 'why not' and 'how to' for health care accreditation bodies, quality experts, and frontline professionals, moving the reader from timely information, to inspiration, and through patient-centered action with practical tools and potent case studies." Paul vanOstenberg, DDS, MS, vice president, Accreditation and Standards, Joint Commission International "This superb guide from Planetree illustrates that providing high-quality, high-value, patient-centered health care is not a theoretical ideal. The case studies make clear that these goals are attainable; they are being achieved by leading health care organizations worldwide, and there is a clear road map for getting there right here in this book." Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation "At IHI, we follow the principle, 'all teach, all learn' the idea that everyone, everywhere has something to teach, and something to learn. This remarkable and indispensable guide is as pure an example of this principle as I've come across." Maureen Bisognano, president and chief executive officer, Institute for Healthcare Improvement "The International Society for Quality in Health Care's mission is to inspire, promote, and support continuous improvement in the quality and safety of health care worldwide. It is in this spirit that we welcome this new book on patient-centered care. As in their previous work, the authors demonstrate just how critical it is to develop an organizational culture that puts patients first." Peter Carter, chief executive officer, International Society for Quality in Health Care
Are you looking for effective ways to improve service excellence with your team? Achieving Impressive Customer Service helps healthcare managers inspire and mobilize their teams to extend effective service and caring to the people they serve. This book describes a rich array of simple, doable approaches that, one at a time, or in tandem, will result in improved service quality and customer satisfaction. This book is especially useful for: - Managers of service lines, ancillary services and support service in hospitals and systems - Administrators who want to provide managers with powerful tools for making improvements - Managers in managed care, ambulatory care, medical practices, home care and long-term care - Administrative physicians - Professionals in training, education, and organization development - Change agents and consultants - Anyone in health care who wants to focus on achieving impressive customer services If you want to engage your team in advancing service quality, Achieving Impressive Customer Service has concrete strategies for you!
Create Your Own Culture of Service Excellence Customer Service in Health Care concentrates on action as opposed to theory. It offers a practical, step-by-step proces for creating a culture shift toward customer service excellence at all levels of an organization, and presents the essentials to improving performance that will bring the individuals closer to the mission, values, and standards.
How to implement effecitve, magnetic leadership by applying asset-based thinking and shifting your mindset from the negative to the positive Lead Positive takes the fundamentals of Asset-Based Thinking (ABT) and turns them into a playbook for successful leadership. ABT is a simple mindset management process that shows people how to make small shifts in perception and thinking to achieve great results. Cramer shows leaders how to apply ABT to shift their attention away from what is negative and learn to intentionally shine the spotlight on the positive, beneficial facts of a situation. As they make this mental shift from negative to positive aspects, they improve their optimism, empathy, and confidence. When their mindset zooms in on what is strong, valuable, and possible, what they say and do is far more likely to inspire others to action. In short, ABT helps leaders shift internally so they can excel externally. Lead Positive weaves neuroscience and positive psychology to create effective leadership strategies.