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

Bibliographic Details
Main Author: Stubblefield, Al
Format: Book
Language:English
Published: Hoboken, N.J. : John Wiley & Sons, Inc., [2005]
Subjects:
Health services administration > United States.
Health facilities > United States > Administration.
Medical care > Religious aspects > Christianity.
Online Access:Table of contents
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?