The Total Service Medical Practice: 17 Steps to Satisfying Your Internal and External Customers

Customer Review: A Practical Tool for Practioners and Staff

The Total Service Medical Practice is a practical, easy- to-use roadmap for keeping focused on the customer! Definitely not just a book on theory, but a manual chocked-full of concrete examples on how to mobilize your team around identifying and enhancing the critical ‘moments of truth’ for your medical practice. Dr. Bradford provides us with numerous tools and take-aways from her experiences in the industry – a great read for providers, practice managers, and office staff.

Customer Review: Practical Insights for Health Care Providers and Patients

Unique in its perspective and insight, The Total Service Medical Practice offers an easy-to-read seventeen step method of critically analyzing service delivery in the ambulatory health care setting. Drawing on in-depth interviews with customers, physicians, practice managers, and communication experts, Vicky Bradford shares specific examples of what distinguishes the best practices and the best employees. Although the easy-to-read, comprehensive text easily can serve as a primer for effective communication in health care, the specific service examples, anecdotes, quotations, charts, and lists provide insight and ideas to even the most experienced practice administrator. The organization of the text makes it useful as a reference tool for problem solving as well as an instructional tool for in-services. In a time when everyone declares himself to be a service expert, it is refreshing to read the perceptions and insights of patients, family members, physicians, and staff members presented side-by-side. Resources in the text include insights into organizing a mentoring program for new employee orientation, guidelines on professional perceptions, informal and formal systems analysis, and managing the critical “moments of truth” with customers. Specific examples also are included of Focus Group Interview Questions, a Service-Quality Questionnaire, problem solving techniques, team composition, conflict management, collection / billing timetables, financial agreements, and developing personal service statements. For the new health care employee or administrator, the text provides rich explanations of ambulatory health care settings, expectations, and terminology. For the seasoned professional, it provides gentle reminders and fresh ideas. This text not only is practical, it is practically indispensable.

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