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.
Updated version shows that everyone employed in a medical office, hospital or clinic can make a difference in improving customer service.
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.
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.
DVD contents: It's a dog's world, 2nd ed., including chapter selections -- It's a dog's world, 1st ed.
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.