Customer Service in Health Care

KRISTIN BAIRD's 20 years experience as a health care marketing and communications consultant, administrator, and registered nurse have shaped a keen understanding of customer service from a variety of perspectives. A facilitator, speaker, and writer, Ms. Baird conducts focus groups and management training sessions on a variety of health care issues.

"Cheerful, down-to-earth, and widely experienced, Baird has writtena well-organized, readable book with a can-do message..."(AORN Journal, 6/1/2004, Vol 70, No. 6) "Read this book for an action-oriented approach..." (TheHealthcare Collaborator, August 2001)"A wonderful guide that every manager can use. Kristin Baird'sadvice helps health care leaders understand the need for greatcustomer satisfaction."--Stephanie G. Sherman, author, Total CustomerSatisfaction "Combines the inspiration of 'why to focus' on customer serviceswith the real-life 'how-tos'. An excellent road map for health careleaders that provides direction and milestones in the journeytoward a great customer service!"--Quint Studer, president, Baptist Hospital, Inc., ofPensacola, FL "The challenge of creating a thoroughly customer-orientatedculture in a health care organization is so more fundamental thansAnding a few people off to the 'Disneyfied'.... The challenge,however, can be met--as this book demonstrates--ifleadership appreciates the key role of middle managers and, as theauthor so wonderfully says, builds the culture 'from the groundup.' Filled with examples, techniques, and tips, the author comesfrom and speaks to the real world."--Terrence J. Rynne, president, Rynne Marketing Group, authorof Healthcare Marketing in Transition

• List of Figures and Tables. About the Author. Preface. Acknowledgements. Why Customer Service. Setting Your Course -Senior Leadership that Takes theWheel. Championing Buy-In and Ownership -You Can't Do It Alone. Where Are You Now? -Establishing Your Baseline. Creating Meaningful Standards to Live By. The Training Sessions -Getting Everyone on the Same Page. Keeping the Effort Alive. Customer Service Pointers for Physicians. A Message for Nurses. Measuring Results. Index.