Five-star Customer Service: A Step-by-step Guide for Physician Practices

Front Cover
HC Pro, Inc., Oct 30, 2005 - Medical - 100 pages
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Accompanying CD-ROM contains ... "several tools to help you get started and to maintain a five-star service concept." -- p. vii.
 

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Contents

Win support from leadership and set the fivestar goal
1
Kicking it off
11
Identify where you are on the fivestar curve
21
Pushing the concept through the entire organization
31
How to keep it alive
49
Lefs get started
61
I
65
Patient satisfaction questionnaire
66
Atrisk letter
73
Sample telephone communication procedurepolicy
74
Sample telephone scripts
77
Addressing patient complaints policy
78
HEAL selfassessment form
80
HEAL personal action plan
81
Sample scheduling policy
82
Sample cultural competencyissues policy
84

Sample values statement
67
Revisions to the standard history form
68
Procedurespecific informed consent form
69

Common terms and phrases

Bibliographic information