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defining experiences
 Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care (Management Series) (Management Series (Ann Arbor, Mich.).) $69.00 Irwin Press, Ph.D., of Press, Ganey Associates Inc., reveals the lessons he's learned during his 17 years of experience in measuring and managing patient satisfaction. Patient satisfaction is an integral part of healthcare, and oftentimes the key to a successful healthcare organization. Consider the numerous studies that indicate satisfied patients often recover faster and better from treatment. This leads to goodwill for the organization, positive word-of-mouth promotion, and more customers at your hospital. When patients are satisfied it also indicates that the staff are content with their jobs and they perform their jobs well, resulting in decreased turnover, and less money spent on finder's fees. This book by Irwin Press provides some initial theory on why it is important to continue patient satisfaction efforts, and provides readers with tools to measure, monitor, and improve patient satisfaction. Most chapters end with a list of specific suggestions that can help you implement patient satisfaction strategies in your own organization. This user-friendly guide will give advice on: surveying your patients and getting data you can use designing strategies to address survey findings instilling the patient satisfaction culture in your organization making a visit to the emergency department a satisfactory experience  Defining Moments: Experiences of Black Executives in South Africa's Workplace $25.95 Black executives, managers and professionals in business have become an important grouping in South African society. But this is a relatively recent development. "Defining Moments" presents the stories of three decades of black executives, drawing on significant aspects of management theory and practice in the context of the changing socio-economic conditions that prevailed in each decade. These stories have never been documented, and without this title and the research underpinning it the experiences of these managers were in danger of being lost forever. The first generation of black professionals who braved the corporate world in the 1970s were handicapped by Bantu Education and apartheid legislation, but they were imbued with a vigorous culture of debate born of the struggle. During the 1980s, they increased in numbers and included black females with qualifications in commerce and finance. The 1990's generation were supported by changes in the political landscape in South Africa which gave birth to the country's new democracy and universally admired Constitution. This title offers the experiences and attitudes of black executives of the past three decades to future generations and invites both black and white professionals to use this publication as a tool to create a better understanding and bridge the gap between cultures. |
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