MARC Record from marc_nuls

LEADER: 01872cam 2200301 a 4500
001 9919546630001661
005 20150423121204.0
008 930817s1994 ilua b 000 0 eng
010 $a 93032889
020 $a1556481101 (pbk.)
035 $a(CSdNU)u40316-01national_inst
035 $a(OCoLC)28798196
035 $a(Sirsi) 01-AAE-3246
040 $aDLC$cDLC$dVET
049 $aCNUM
050 00 $aRA971$b.L373 1994
100 1 $aLeebov, Wendy.
245 10 $aService quality improvement :$bthe customer satisfaction strategy for health care /$cWendy Leebov and Gail Scott.
260 $aChicago, Ill. :$bAmerican Hospital Pub.,$cc1994.
300 $axvi, 362 p. :$bill. ;$c28 cm.
504 $aIncludes bibliographical references (p. 361-362).
505 0 $aThe quest for customer satisfaction -- The process of service quality improvement -- The foundation of continuous service improvement -- Management vision and commitment.
505 0 $aAccountability -- Measurement and feedback -- Problem solving and process improvement -- Communication -- Staff development and training -- Physician involvement -- Reward and recognition -- Employee involvement and empowerment -- Reminders and refreshers -- Planning for service excellence -- Building the infrastructure for a service improvement strategy -- Aligning departments and programs with your service mission -- Strengthening internal customer relationship -- Resistance to service excellence -- Innovations in service excellence -- Innovations in service quality -- Making service improvement and ongoing process.
650 0 $aHealth services administration.
650 0 $aPatient satisfaction.
700 1 $aScott, Gail,$d1946-
948 $a10/13/1999$b10/13/1999
999 $aRA 971 L373 1994$wLC$c1$i31786100629085$d6/1/2004$f6/1/2004$g1 $lCIRCSTACKS$mNULS$n3$rY$sY$tBOOK$u7/8/1994$o.STAFF. Pieces: 00001