Wendy Leebov's Essentials for Great Patient

If you're looking for simple tools and techniques to create a more fulfilling environment for staff and patients, this book contains the answers. It is filled with exercises, checklists, meeting plans, question guides, scripts, and coaching techniques that will help bring control and humanity back to caregivers and patients. It enables everyone to deliver the exemplary care patients' deserve.

Wendy Leebov, Ed.D., is an independent consultant and author. She served as VP, Human Resources, with the Albert Einstein Healthcare Network in Philadelphia, and she was also the founder and president of the Einstein Consulting Group, nationally respected for helping more than 300 health care providers institute strategies to achieve service excellence and leadership effectiveness.

List of Figures and Tools	p. ix
About the Author	p. xi
Preface	p. xiii
Empathy Fitness for Leaders	p. 1
Lessening Patient Anxiety	p. 7
A Giant Step toward Patient-Centered Care	p. 15
Using Scripts for Patient Interactions	p. 29
Easing the Wait for Patients	p. 37
Customer Rounds	p. 49
The Connective Tissue Issue	p. 55
Dealing with Difficult-for-Me People	p. 69
The Gift of Customer Complaints	p. 77
Working Better with Physicians	p. 83
Less Turnover, Better Patient Care	p. 95
How to Create a Patient Satisfaction Epidemic	p. 105
Additional Resources for Health Care Leaders	p. 117
Index	p. 123
Table of Contents provided by Ingram. All Rights Reserved.

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Wendy Leebov's Essentials for Great Patient Experiences

Summary

Author Biography

Table of Contents

Supplemental Materials