Cover Image

The Baptist health care journey to excellence : creating a culture that WOWs! /

Main Author: Stubblefield, Al.
Format: Book
Language:English
Published: Hoboken, N.J. : John Wiley & Sons, ©2005.
Subjects:
Health services administration > United States.
Health facilities > Administration. > United States
Medical care > Religious aspects > Christianity.
Health services administration.
HEALTH & FITNESS > Health Care Issues.
MEDICAL > Public Health.
MEDICAL > Health Policy.
HEALTH & FITNESS > Diseases > General.
MEDICAL > Diseases.
MEDICAL > Health Care Delivery.
Online Access:http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=125290
Table of Contents:
  • Introduction : from ouch! to wow!
  • In search of competitive advantage
  • Committing to the mission
  • Maintaining a balanced approach : pillars of operational excellence
  • Fueling employee-driven culture change
  • Engaging your workforce : communicate, communicate, communicate!
  • Selecting the best employees
  • Maximizing employee loyalty
  • Celebrating successes through reward and recognition
  • Maintaining quality through service teams
  • Scripting for superior service
  • Developing rounding and service recovery techniques
  • Establishing ongoing leadership training
  • Building a culture that holds employees accountable
  • Beyond Baptist health case : other systems on the journey to wow!
  • Appendix: What about the physicans?

Similar Items