Reorganizing for Customer and Patient Care Manual and CD: Change Management, Corporate Culture, and Organizational Structure in Healthcare Organizations, with Practical Techniques for Improving Customer Care, for all Levels Such as Office Manager, Doctor, Nurse, Practice Administrator, Dentist, and Executives, Who Want to Implement Total Quality Management in Their Organization
- Book Review,
by Daniel, MD Farb
Foreword Reviews, October, 2004
Four stars for the series: "enable(s)any health care organization to change their organizational culture and deliver customer satisfaction."
Book Description
This title is part of the UniversityOfHealthCare/ UniversityOfBusiness Interactive Training Library, which offers authoritative, clearly written material in an interactive form for better comprehension and documentation of completion. The manual accompanying the CD provides a summary of the major points of the CD in a handy format. Reorganizing for Customer and Patient Care includes an overview of basic concepts in administering a customer care program, evaluating your corporate culture, encouraging your employees, using surveys, and using the internet. The course structure is many short suggestions and principles followed immediately by interactive questions and applications. The simple structure makes it possible for busy healthcare workers to log in and benefit from short, self-contained units, and practice how they would respond to a situation. This is useful for all businesses, not just healthcare. Approved for 3 national nursing CE contact hours, which must be purchased separately. 238 pages on CD. 46 pages in the manual. You must have Internet Explorer 4.0 or higher running on your computer. Supported operating systems are Windows 95, 98, 98 SE, ME, 2000, or XP. You will need Internet access to e-mail us your unique key and receive a password key. License is for one user on one computer. An additional computer owned by the same user will generally be approved at the discretion of the publisher.
From the Publisher
Foreword Reviews gave the series a 4 star rating: While healthcare costs continually increase, satisfactory customer service in healthcare continues to be minimal. In Customer Care in Healthcare Certificate Program: Manual and CD author Farb provides advice to enable any health care organization, regardless of size, to change their organizational culture and deliver customer satisfaction. His inclusive approach makes this title of use for everyone from top management to the front line. With visual, auditory, and kinesthetic presentations in the book and CD, Farb engages the reader on many levels. This combination of three primary senses accelerates the learning of hundreds of ideas about how a practice or hospital provider can improve the human side of healthcare based on Farb’s "20 years of experience with patients and not a single malpractice suit." While the manual summarizes, the CD provides an interactive approach to learn customer and patient care techniques. "Reorganizing for Customer and Patient Care" defines what corporate culture is and reviews a sample assessment for management. The fifty items to implement for customer and patient care are also intended for management. The remaining chapters - "Customer and Patient Care," "Provider Patient Relationships," and Handling Difficult People" - are meaningful for all levels of healthcare staff. True/false and multiple-choice questions are only on the CD. Additionally, the CD allows the reader to respond to questions that require comments by capturing their ideas on the keyboard and then printing the respective page for later reference. Farb offers opportunities for exploration by management intended to help them assess their corporate culture. Provocative questions to determine this include, "Describe your dress code; What are the authority relationships? What are your rules and policies?" Questions are in list form in the book. The CD takes a workbook approach with the same questions. Fairy tales, fables and real-life examples appear throughout the remaining CD chapters to emphasize a certain technique or idea. "Customer and Patient Care" suggests applying kindness and honest advice to build a long term-relationship. From Aesop’s Fable "The Crow and the Mussel," Farb concludes that healthcare workers should tell patients what is in their best interest, "not what will lead to greatest profit from the relationship." Customer Care in Healthcare techniques, ideas and practice examples are practical and if applied in any health care organization, can help that organization achieve improved results in the delivery of satisfactory customer care. The CD assures a more complete understanding with the story like approach throughout.
About the Author
M. DANIEL FARB, M.D., CEO of UniversityOfHealthCare and UniversityOfBusiness, is a leader in the field of interactive management and healthcare e-learning. He received a BA in English Literature from Yale (where he set an academic record and studied with writers like Robert Penn Warren), an M.D. from Boston University, a degree in Executive Management from the Anderson School of Business at UCLA, and is currently working on a degree at UCLA in International Trade. He is a practicing ophthalmologist. He also has received two patents in ophthalmology and is working on others, has worked with the World Health Organization in Geneva and the National Institutes of Health in Washington, D.C. He has written scientific and popular articles, and has worked as a newspaper reporter. He helped Dr. Robbins edit one of the editions of Robbins' "Pathology" textbook for readability. He wrote an article on humor for the Massachusetts Review. He has experience in theater and television, including acting, directing, and stage-managing. He has programmed his own patient records database. He has written and edited hundreds of e-learning courses. Dr. Farb is a member of the American Academy of Ophthalmology, the Union of American Physicians and Dentists, the AOJS, the American Association of Physicians and Surgeons, the American Society for Training and Development (ASTD), the E-Learning Forum, the Southern California Biomedical Council, the PDA (Parenteral Drug Association), and the Medical Marketing Association.
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