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Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital by Dishongh, Rhonda ;Dibeehi, Qaalfa ;Janevska, Kalina ;D. Erickson, Gregory is a nonfiction available to read on EtoBox.
What is Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital about?
Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success. Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a range of industries, including healthcare, telecom, and financial services. Each chapter begins with a case study that describes the experiences of the authors—the director of customer experience design, the director of imaging services, a consultant, and a business psychologist—allowing readers to learn from their success and struggles. Each chapter also includes a management learning section that provides practical advice and helpful tips for healthcare managers on their journey towards ach
Who reads Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital?
It is typically read by self-directed learners exploring a subject in depth.
Common subject areas: history, science, philosophy, social sciences.
- Author
- Dishongh, Rhonda ;Dibeehi, Qaalfa ;Janevska, Kalina ;D. Erickson, Gregory
- Publisher
- Productivity Press,CRC Press
- Published
- 2013
- Language
- EN
- ISBN
- 9781466583139
- Category
- nonfiction
- Subjects
- Business, Medical, Social Science
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