Achieving patient (aka customer) experience excellence : lessons from a successful cultural transformation in a hospital /: lessons from a successful cultural transformation in a hospital. ([2014])

• Record Type: Book
• Further Information: Note: Rhonda Dishongh [and others].
• Other Names: Dishongh, Rhonda, 1968-
• Contents: Front Cover; Contents; Dedications and Acknowledgments; Preface; About the Authors; The Story-What Really Happened ... ; Chapter 1 -- Begin to Spark; Chapter 2 -- Personalize to Motivate; Chapter 3 -- Serve to Lead; Chapter 4 -- Connect to Engage; Chapter 5 -- Fail, Then Account; Chapter 6 -- Succeed, Then Recognize; Chapter 7 -- Inject Fun to Release Pressure; Chapter 8 -- Measure to Coach; Chapter 9 -- Action Program Spirit to Achieve Excellence; Chapter 10 -- Get Help to Be Independent; Epilogue: One Year Later-Making It Stick Even When It Gets Sticky; Back Cover.
• Publisher Details: Boca Raton : CRC Press
• Publication Date: 2014
• Extent: 1 online resource, illustrations
• Subjects: 362.110685; Hospital patients -- Care -- United States; Patient satisfaction -- United States; Cultural competence -- United States; Physician and patient -- United States; Patient Satisfaction; Cultural competence; Hospital patients -- Care; Patient satisfaction; Physician and patient; Electronic books; United States; Personal Narratives
• Languages: English
• ISBNs: 9781466583139; 1466583134
• Notes: Note: Includes bibliographical references.; Note: Online resource; title from digital title page (viewed Aug. 8, 2013).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.