If Disney Ran Your Hospital

Author: Fred Lee
Publisher: Second River Healthcare
ISBN: 9780974386010
Format: PDF
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Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

Patients Come Second

Author: Paul Spiegelman
Publisher: Greenleaf Book Group
ISBN: 0988842807
Format: PDF, Docs
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Argues that the best patient care is predicated on hospital managers assembling and engaging high-performance employees and providing them with the tools and guidelines that allow them to take personal responsibility for their results.

Creating Magic

Author: Lee Cockerell
Publisher: Broadway Business
ISBN: 0385523866
Format: PDF, Docs
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Drawing on the concepts and principles taught at the Disney Institute, a former Disney executive introduces a series of strategies designed to promote "magic" within any organization, enhanced by real-life anecdotes and sound business advice.

Hospital Operations

Author: Wallace J. Hopp
Publisher: Pearson Education
ISBN: 0132908662
Format: PDF, Docs
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"In Hospital Operations, two leading Operations Management experts and five practicing clinicians demonstrate how to apply new OM advances and metrics to substantially improve any hospital's performance. Replete with examples, Hospital Operations shows how to generate principles-driven breakthrough ideas to systematically improve emergency departments, operating rooms, nursing unites, and diagnostic units." -- Back cover

Digital Imaging

Author: Jason Oakley
Publisher: Cambridge University Press
ISBN: 9780521866194
Format: PDF, ePub, Mobi
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The first book to help the modern radiographer and radiologist to understand how digital imaging, manipulation and storage systems work.

Management Lessons from Mayo Clinic Inside One of the World s Most Admired Service Organizations

Author: Leonard L. Berry
Publisher: McGraw Hill Professional
ISBN: 9780071590747
Format: PDF, Kindle
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Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries. Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service. By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors Demonstrate how a great service brand evolves from the core values that nourish and protect it Extrapolate instructive business lessons that apply outside healthcare Illustrate the benefits of pooling talent and encouraging teamwork Relate historical events and perspectives to the present-day Mayo Clinic Share inspiring stories from staff and patients An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

Why Hospitals Should Fly

Author: John J. Nance
Publisher: Debolsillo
ISBN: 9780974386058
Format: PDF, Docs
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This title is no longer available from Rittenhouse. In order to purchase this title, please visit: http: //store.secondriverhealthcare.com/

If Harry Potter Ran General Electric

Author: Tom Morris
Publisher: Crown Business
ISBN: 0385518919
Format: PDF, Docs
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However important the magic of wands, brooms, cauldrons, potions, and spells might be to the vivid story telling of [the Harry Potter] books, it is merely incidental to their philosophy of life…. I can’t count the number of times I’ve heard someone in a business context say something like “I wish I could just magically solve all these problems” or “I’ll try my best to deal with this, but remember, I’m no magician.” What is particularly interesting is that the most difficult problems that the people in Harry’s world face are rarely solved with just magic, but rather by the use of intelligence, reasoning, planning, courage, determination, persistence, resourcefulness, creativity, fidelity, friendship, and many other qualities traditionally known by the philosophers in our world as virtues…. The meaning of life is not to be found in elixirs or incantations, secret words or exotic objects with esoteric powers, but in real moral virtue and the magic of what it can help us do….” J. K. Rowling’s novels about Harry Potter and the Hogwarts School of Witchcraft and Wizardry have captured the imaginations of people everywhere. In IF HARRY POTTER RAN GENERAL ELECTRIC, bestselling business author Tom Morris (IF ARISTOTLE RAN GENERAL MOTORS) uncovers the values and timeless truths that underlie Rawling’s hugely popular books and illuminate the lessons they offer to all of us in our careers and daily lives. But, you say, Harry Potter lives in a world of magic? What can we possibly learn to apply to our own careers and everyday lives? Morris shows that the most difficult problems Harry and his friends face are rarely solved by the use of magic alone. Rather, they are conquered by intelligence, reasoning, determination, creativity, friendship, and a host of other classic virtues–the very qualities, in fact, that make for success in every aspect of our lives. Blending an array of provocative examples from the novels with thought-provoking commentary on contemporary management practices, IF HARRY POTTER RAN GENERAL ELECTRIC offers readers a master’s course on leadership and ethics, told in an engaging and insightful way.

The Cleveland Clinic Way Lessons in Excellence from One of the World s Leading Health Care Organizations VIDEO ENHANCED EBOOK

Author: Toby Cosgrove
Publisher: McGraw Hill Professional
ISBN: 0071839348
Format: PDF, ePub, Docs
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This is the future. Join the revolution. Transform your organization the Cleveland Clinic way. "One of the best healthcare systems in the world." President Barack Obama American healthcare is in crisis. It doesn't have to be. There's a revolution going on right now. On the frontiers of medicine, some doctors have developed an approach for treating people that is more effective, more humane, and more affordable. It's an approach to healthcare that has captured the attention of the media and business elite--and the President of the United States. It's all happening at Cleveland Clinic, one of the most innovative, forward-looking medical institutions in the nation. In this groundbreaking book, the man who leads this global organization, Toby Cosgrove, MD, reveals how the Clinic works so well and argues persuasively for why it should be the model for the nation. He details how Cleveland Clinic focuses on the eight key trends that are shaping the future of medicine. Readers will learn: Why group practices provide not only better--but cheaper--care Why collaborative medicine is more effective How big data can be harnessed to improve the quality of care and lower costs How cooperative practices can be the wellspring of innovation Why empathy is crucial to better patient outcomes Why wellness of both mind and body depends on healthcare, not sickcare How care is best provided in different settings for greater comfort and value How tailor-made care treats a person instead of a disease This enhanced eBook includes 8 videos that include interviews with the doctors and executives who helped shape the Cleveland Clinic’s successful strategy. It also includes visuals of patients/doctor interactions and the hospital’s facilities. At its core is Cleveland Clinic's emphasis on patient care and patient experience. A refreshingly positive and practical vision of healthcare, The Cleveland Clinic Way is essential reading for healthcare and business executives, medical professionals, industry analysts, and policymakers. It gives leaders lessons they can apply to their own organizations to achieve results and empowers average Americans to make more informed healthcare decisions. PRAISE FOR THE CLEVELAND CLINIC WAY "A brilliant doctor and leader lays out practical and thought-provoking prescriptions for America's healthcare future. A must-read." -- Jack Welch, former Chairman and CEO of General Electric Company "The Cleveland Clinic Way is what the healthcare system in this country needs: honesty about the challenges, optimism about our ability to address them, and a focus on solutions. A must-read for healthcare leaders, it's written in clear, inclusive language that makes it just as valuable for the rest of us." -- John Chambers, Chairman and CEO of Cisco "A pioneer in American healthcare, Toby Cosgrove shows just how the diligence and innovative thinking behind Cleveland Clinic has helped solve fundamental problems most other places barely touch. There are lessons here for everyone--patient, physician, and policymaker alike." -- Atul Gawande, MD, professor at Harvard Medical School and bestselling author of The Checklist Manifesto "Toby Cosgrove frames the eight important trends that will transform the U.S. healthcare system. The Cleveland Clinic Way is a good road map for those who want to make the U.S. healthcare system better." -- Jeffrey Immelt, Chairman and CEO of General Electric Company