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9780471708902

The Baptist Health Care Journey to Excellence Creating a Culture that WOWs!

by
  • ISBN13:

    9780471708902

  • ISBN10:

    0471708909

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2004-11-30
  • Publisher: WILEY

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Summary

"This crystal-clear book offers to any who will listen invaluable, detailed guidance on how and why to move toward a true culture of excellence in hospital care. It isn't easy, but, as their results show, it's a journey well worth taking."-Donald M. Berwick, MD, president and CEO, Institute for Healthcare ImprovementThe Baptist Health Care Journey to Excellence presents tested principles and best practices to help improve your corporate culture and customer satisfaction, which will lead to loyalty, stability, sustained productivity, and profitability in your own organization. Order your copy today!

Author Biography

AL STUBBLEFIELD is President and CEO of Baptist Health Care Corporation—a position he has held since 1999 (he has been with the company since 1985). He is on the board of directors of the American Hospital Association, VHA Southeast, and the Health Research and Educational Trust, and is Chairman of the Regional Policy Board 4. Stubblefield is also a Fellow of the American College of Healthcare Executives and has served on the board of the Florida Hospital Association.

Table of Contents

About the Author.
About Baptist Health Care.
Introduction: From Ouch! to Wow!
Chapter 1. In Search of Competitive Advantage.
Chapter 2. Committing to the Mission.
Chapter 3. Maintaining a Balanced Approach: Pillars of Operational Excellence.
Chapter 4. Fueling Employee-Driven Culture Change.
Chapter 5. Engaging Your Workforce: Communicate, Communicate, Communicate!
Chapter 6. Selecting the Best Employees.
Chapter 7. Maximizing Employee Loyalty.
Chapter 8. Celebrating Successes Through Reward and Recognition.
Chapter 9. Maintaining Quality Through Service Teams.
Chapter 10. Scripting for Superior Service.
Chapter 11. Developing Rounding and Service Recovery Techniques.
Chapter 12. Establishing Ongoing Leadership Training.
Chapter 13. Building a Culture that Holds Employees Accountable.
Chapter 14. Beyond Baptist Health Case: Other Systems on the Journey to WOW!
Appendix: What About the Physicians.
Index.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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