Organization Development in Healthcare: A Guide for Leaders
Editors: Jason Wolf, Heather Hanson, Mark Moir
In a world saturated with the "how tos" of OD, there is a void of evidence-based resources for both organizational leaders and OD scholar-practitioners to use as a guide while navigating the complex and chaotic environment of healthcare. This handbook has been created to fill this space and provide a resource for this vital audience at a time of great change and greater potential in the healthcare arena.
The handbook overall is a small part history and a small part predictions surrounding very practical and applicable uses of OD In healthcare. Through the sharing of engagement processes, revealing outcomes and connecting each concept to a living case of how OD has impacted the healthcare field, this handbook provides a unique resource for OD and HR professionals, healthcare executives, MHA students and the academic community.
Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager
Leebov, Scott, and Olson
Seven powerful strategies critical to effective service management. Easy-to-use tools for hiring for customer service, removing barriers, soliciting customer feedback, installing standards, scripts and protocols, and much more.
Baptist Health Care Journey to Excellence: Creating a Culture That WOWs!
The definition of insanity is repeating the same behavior and expecting different results. As COO of Baptist Health Care, Al Stubblefield realized that change was necessary in his work environment.
Later as CEO, he decided to establish a common vision that would alter the culture of the organization. The culture is what really matters, he maintains. If there is no winning culture, the business can't succeed and compete over time. He set benchmarks and best practices for other organizations to measure themselves against by creating a service-centered culture that cared first and foremost about customer satisfaction.
Stubblefield provides a case study of this improvement process, he explains how he made his company one of Fortune's Top 10 Best Companies to Work for in America.
If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
The 9 1/2 principles in this highly personal and refreshingly written book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as "the best” by their own employees, consumers, and community. It takes profound knowledge, not usually taught in business schools, to create and maintain an environment where people feel they are working with friends who share a common dream of making patients and communities their loyal fans-a place where:
• Employees say, "I love to work here.”
• Managers say, "I love the people I work with.”
• Caregivers say, "I love our patients.”
• Patients and families say, "we love this hospital.”
Sick Girl Speaks!
Sick Girl Speaks! contains a lifetime of patient experiences, lessons and emotional reflections. Tiffany Christensen has lived with chronic, acute and terminal illness. She has spent decades in the medical system making mistakes and overcoming obstacles. The time has come, after her second transplant, to tell patients and families what she knows.
Peak: How Great Companies Get Their Mojo from Maslow
Part memoir, part theory, and part application, the book tells of Joie de Vivre's remarkable transformation while providing real world examples from other companies and showing how readers can bring about similar changes in their work and personal lives. Conley explains how to understand the motivations of employees, customers, bosses, and investors, and use that understanding to foster better relationships and build an enduring and profitable corporate culture.
Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System
In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach.
Reinventing the Patient Experience: Strategies for Hospital Leaders
Jon B. Christianson, PhD; Michael D. Finch, PhD; Barbara Findlay, RN; Wayne B. Jonas, MD; Christine Goertz Choate, DC, PhD
ACHE Management Press
Reinventing the Patient Experience provides the advice and inspiration you need to make significant changes in the way your patients experience care in your hospital. The book draws lessons from the experiences of hospitals considered innovators in patient-centered care.