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IH Interior Health Library

12 records – page 1 of 1.

Achieving impressive customer service: 7 strategies for the health care manager

http://iha.andornot.com/permalink/library5556
Leebov, Wendy. Chicago: American Hospital Pub. , 1998. (Book)
Call No.
WX_153 L482a 1998
Location
RIH Library
Author
Leebov, Wendy
Corporate Author
Olson, Lolma
Scott, Gail
Place
Chicago
Publisher
American Hospital Pub.
Pub Date
1998
Physical Description
291 p.
Format
Book
Subject
Consumer Satisfaction
Health services administration
Patient Satisfaction
ISBN
1556482302
Call No.
WX_153 L482a 1998
Location
RIH Library
Loan Policy
21 days
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Customer service in health care: a grassroots approach to creating a culture of service excellence

http://iha.andornot.com/permalink/library10628
Baird, Kristin. Chicago, IL: American Hospital Association , 2000. (Book)
Call No.
W 85 B337 2000
Location
RIH Library
Author
Baird, Kristin
Place
Chicago, IL
Publisher
American Hospital Association
Pub Date
2000
Physical Description
xiii, 162 p. : ill ; 23 cm.
Format
Book
Subject
Health Services - standards
Medical care - Customer services
Patient Satisfaction
Notes
Includes bibliographical references and index.
ISBN
1556482698
Call No.
W 85 B337 2000
Location
RIH Library
Loan Policy
21 days
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Doing more with less: lean thinking and patient safety in health care

http://iha.andornot.com/permalink/library14169
Joint Commission Resources, Inc. Oakbrook Terrace, IL: Joint Commission Resources , 2006. (Book)
Call No.
W 84.1 D657 2006
Location
RIH Library
Corporate Author
Joint Commission Resources, Inc.
Place
Oakbrook Terrace, IL
Publisher
Joint Commission Resources
Pub Date
2006
Physical Description
ix, 131 p.
Format
Book
Subject
Economics, Medical
Leadership
Lean Thinking
Medical care -- Quality control
Patient Satisfaction
Patients -- Safety measures
Quality of health care
Safety management
Notes
Includes bibliographical references and index.
ISBN
0866889515
Call No.
W 84.1 D657 2006
Location
RIH Library
Loan Policy
21 days
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Fitting patient priorities with agent profiles in type 2 diabetes SGLT2 inhibitors - a new partner

http://iha.andornot.com/permalink/library18570
Clement, Maureen. Kamloops BC: Interior Health , 2015. (DVD)
Call No.
WK 815 C626 2015
Location
RIH Library
Author
Clement, Maureen
Corporate Author
Interior Health
Place
Kamloops BC
Publisher
Interior Health
Pub Date
2015
Physical Description
1 DVD (55 min.)
Format
DVD
Subject
Diabetes Mellitus, Type 2
Patient Participation
Patient Satisfaction
Series
RIH grand rounds
Notes
Presentation by Dr. Maureen Clement at RIH CME Physicians' Grand Rounds on September 22, 2015.
Call No.
WK 815 C626 2015
Location
RIH Library
Loan Policy
21 days
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It's a dog's world: a painfully funny video about patient care

http://iha.andornot.com/permalink/library15448
CRM Learning, Owen-Stewart Performance Resources Inc. Port Perry ON: Owen-Stewart Performance Resources Inc. , 2008. 2nd ed. (Book, CD-ROM, DVD)
Call No.
W 85 I88 2008 A/V
Location
RIH Library (Librarian's Office)
Corporate Author
CRM Learning
Owen-Stewart Performance Resources Inc.
Edition
2nd ed.
Place
Port Perry ON
Publisher
Owen-Stewart Performance Resources Inc.
Pub Date
2008
Physical Description
1 DVD (14 min.), 1 CD-ROM ; + 1 guide
Format
Book
CD-ROM
DVD
Subject
Health services - Standards
Medical care - Customer services
Patient Satisfaction
Abstract
It's a dog world shows: the patient experience from the patient's point of view, easy ways to reassure people at critical points in their medical journey, the importance of respecting the patient's time, feelings and dignity, how an unprofessional manner erodes patient trust, why follow-through is so important, the fundamentals of patient-centered care.
The story follows a man and his dog who go out for a walk one day and end up needing medical attention - fast. Man goes to his healthcare provider, dog goes to the vet, but one patient ends up with a far better experience. Here's a hint: It's not the man.
Updated version shows that everyone employed in a medical office, hospital or clinic can make a difference in improving customer service.
Notes
CD-ROM contents: PowerPoint presentation -- participant handouts
DVD contents: It's a dog's world, 2nd ed., including chapter selections -- It's a dog's world, 1st ed.
Call No.
W 85 I88 2008 A/V
Location
RIH Library (Librarian's Office)
Loan Policy
21 days
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Leadership for great customer service: satisfied patients, satisfied employees

http://iha.andornot.com/permalink/library12546
Mayer, Thom A. Chicago, IL: Health Administration Press , 2004. (Book)
Call No.
W 85 M468 2004
Location
RIH Library
Author
Mayer, Thom A
Place
Chicago, IL
Publisher
Health Administration Press
Pub Date
2004
Physical Description
xxi, 120 p. : ill. ; 23 cm.
Format
Book
Subject
Medical care - Quality control
Medical personnel and patient
Patient Satisfaction
Abstract
This hands-on, humorous look at customer service was written by two practicing physicians and provides a thorough blueprint for creating and sustaining a practical customer service program. The "Patient Care Survival Skilsl" are proven, successful strategies that nurses, physicians, housekeepers, lab technicians--anyone who comes in contact with the patient--cam employ to improve custmer service and thus make their own job easier.
Series
ACHE management series
Notes
Includes bibliographical references and index.
ISBN
1567932282
Call No.
W 85 M468 2004
Location
RIH Library
Loan Policy
21 days
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Medical error: what do we know? what do we do?

http://iha.andornot.com/permalink/library19438
Rosenthal, Marilynn M., ed, Suttcliffe, Kathleen M., ed. San Francisco CA: Jossey-Bass , 2002. (Book)
Call No.
WB 100 R813 2002
Location
KGH Library
Author
Rosenthal, Marilynn M., ed
Suttcliffe, Kathleen M., ed
Place
San Francisco CA
Publisher
Jossey-Bass
Pub Date
2002
Physical Description
xxix, 325 p.
Format
Book
Subject
Malpractice
Medical Errors
Patient Satisfaction
Risk Management
Notes
Includes bibliographical references and index.
ISBN
9780787963958
Call No.
WB 100 R813 2002
Location
KGH Library
Loan Policy
21 days
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Patient-centered medicine: transforming the clinical method

http://iha.andornot.com/permalink/library18160
Brown, Judith Belle, Freeman, Thomas R, McWhinney, Ian R, McWilliam, Carol L, Stewart, Moira, Weston, W. Wayne. London UK: Radcliffe , 2014. 3rd ed. (Book)
Call No.
W 84 P298 2014
Location
KGH Library
VJH Library
Author
Brown, Judith Belle
Freeman, Thomas R
McWhinney, Ian R
McWilliam, Carol L
Stewart, Moira
Weston, W. Wayne
Edition
3rd ed.
Place
London UK
Publisher
Radcliffe
Pub Date
2014
Physical Description
xv, 426 p. : ill. ; pbk.
Format
Book
Subject
Delivery of Health Care
Patient Participation
Patient Satisfaction
Physician - Patient Relations
Quality of Health Care
Series
Patient-centered care
Notes
Includes bibliographical references and index.
Preceded by Patient-centered medicine / Moira Stewart ... [et al.]. 2nd ed. c2003.
ISBN
9781846195662
Call No.
W 84 P298 2014
Location
KGH Library
VJH Library
Loan Policy
21 days
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Privileged presence: personal stories of connections in health care

http://iha.andornot.com/permalink/library16383
Crocker, Liz, Johnson, Bev. Boulder CO: Bull Publishing Company , 2006. (Book)
Call No.
W 85.2 C938 2006
Location
KGH Library
Author
Crocker, Liz
Johnson, Bev
Place
Boulder CO
Publisher
Bull Publishing Company
Pub Date
2006
Physical Description
xiii, 297 p.
Format
Book
Subject
Patient care
Patient Satisfaction
Abstract
Privileged Presence is a collection of over 50 stories that reflect people's health care experiences from the points of view of compassion, communication, collaboration, respect and dignity…or their absence. This timely book uses real-world experiences recounted by patients and their families, nurses, doctors, and other healthcare professionals to illustrate what works and what doesn't, what increases or diminishes people's sense of confidence and well-being.
Notes
Includes index and bibliographical references.
ISBN
9780923521967
Call No.
W 85.2 C938 2006
Location
KGH Library
Loan Policy
21 days
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Through the patient's eyes: understanding and promoting patient-centered care

http://iha.andornot.com/permalink/library3891
Daley, Jennifer, Delbanco, Thomas L., Edgeman-Levitan, Susan, Gerteis, Margaret. San Francisco CA: Jossey-Bass , 1993. 1st ed. (Book)
Call No.
W 84.7 T531 1993
Location
KGH Library
RIH Library
Author
Daley, Jennifer
Delbanco, Thomas L.
Edgeman-Levitan, Susan
Gerteis, Margaret
Edition
1st ed.
Place
San Francisco CA
Publisher
Jossey-Bass
Pub Date
1993
Physical Description
xxvii, 317 p.
Format
Book
Subject
Patient care planning
Patient Satisfaction
Professional-patient relations
Series
Jossey-Bass Health Series
Notes
"The Picker/Commonwealth Program for Patient-Centered Care" - Page facing series t.p.
ISBN
1555425445
Call No.
W 84.7 T531 1993
Location
KGH Library
RIH Library
Loan Policy
21 days
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Transforming health care: Virginia Mason Medical Center's pursuit of the perfect patient experience

http://iha.andornot.com/permalink/library17906
Kenney, Charles. New York NY: CRC Press , 2011. (Book)
Call No.
HD 58.9 K34 2011
Location
KGH Library
VJH Library
Author
Kenney, Charles
Place
New York NY
Publisher
CRC Press
Pub Date
2011
Physical Description
xxii, 223 p. : ill. ; hardcover
Format
Book
Subject
Efficiency, Organizational
Hospital Administration
Leadership
Lean Thinking
Patient Satisfaction
Notes
Includes bibliographical references and index.
ISBN
9781563273759
Call No.
HD 58.9 K34 2011
Location
KGH Library
VJH Library
Loan Policy
21 days
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Users' voices: the perspectives of mental health service users on community and hospital care

http://iha.andornot.com/permalink/library18501
Rose, Diana. London UK: Sainsbury Centre for Mental Health , 2001. (Book)
Call No.
WM 29.5 R795 2001
Location
RIH Library
Author
Rose, Diana
Corporate Author
Sainsbury Centre for Mental Health
Place
London UK
Publisher
Sainsbury Centre for Mental Health
Pub Date
2001
Physical Description
120 p. : ill.
Format
Book
Subject
Community Mental Health Services
Mental Health Services
Patient Satisfaction
Notes
Includes bibliographical references.
ISBN
1870480473
Call No.
WM 29.5 R795 2001
Location
RIH Library
Loan Policy
21 days
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12 records – page 1 of 1.