About this product

Product Identifiers

PublisherHcpro

ISBN-101601466099

ISBN-139781601466099

eBay Product ID (ePID)80125200

Product Key Features

Number of Pages162 Pages

Publication NameComplete Guide to Transforming the Patient Experience

LanguageEnglish

SubjectCustomer Relations, Physician & Patient, General, Hospital Administration & Care

Publication Year2009

TypeTextbook

Subject AreaBusiness & Economics, Medical

AuthorGary Adamson, Sonia Rhodes

FormatTrade Paperback

Dimensions

Item Height0.4 in

Item Weight10.4 Oz

Item Length8.8 in

Item Width6.9 in

Additional Product Features

Intended AudienceTrade

TitleLeadingThe

IllustratedYes

SynopsisThe Complete Guide to Transforming the Patient ExperienceGary Adamson; Sonia RhodesCreate exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, "The Complete Guide to Transforming the Patient Experience" will give you the tools you need to: Assess your organization's patient experienceImplement patient experience techniques in your own organizationMarket your new patient experience to improve market shareUnite brand promise with brand experience"The Complete Guide to Transforming the Patient Experience" comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contentsChapter 1: Story in the Stone: The State of the Experience in HealthcareChapter 2: Immerse Yourself: The Best Way to Learn About ExperiencesChapter 3 An Experience Marriage: Marketing and Operations Together At LastChapter 4: Experience Drivers: From the Inside Out and the Outside InChapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive DecisionsChapter 6 A Question of Greatness: Set a New Standard of Organizational PerformanceChapter 7: Living Legends: Bring Mission, Vision, and Values to LifeChapter 8 Miniature Treasures, Epic Results: Create Memorable Symbols and CeremoniesChapter 9: Setting the Stage: Turn Functional Facilities into Healing SpacesChapter 10 The Fab Four: Develop, Gather, and Tell Your Stories--and Make them LegendaryChapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience., The Complete Guide to Transforming the Patient Experience Gary Adamson; Sonia Rhodes Create exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, The Complete Guide to Transforming the Patient Experience will give you the tools you need to: Assess your organization's patient experience Implement patient experience techniques in your own organization Market your new patient experience to improve market share Unite brand promise with brand experience The Complete Guide to Transforming the Patient Experience comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contents Chapter 1: Story in the Stone: The State of the Experience in Healthcare Chapter 2: Immerse Yourself: The Best Way to Learn About Experiences Chapter 3 : An Experience Marriage: Marketing and Operations Together At Last Chapter 4: Experience Drivers: From the Inside Out and the Outside In Chapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive Decisions Chapter 6 : A Question of Greatness: Set a New Standard of Organizational Performance Chapter 7: Living Legends: Bring Mission, Vision, and Values to Life Chapter 8 : Miniature Treasures, Epic Results: Create Memorable Symbols and Ceremonies Chapter 9: Setting the Stage: Turn Functional Facilities into Healing Spaces Chapter 10 : The Fab Four: Develop, Gather, and Tell Your Stories--and Make them Legendary Chapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.