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Patients Come Second: Leading Change
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Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees.
Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever.
Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.
- Sales Rank: #24426 in Books
- Brand: Inc Original
- Published on: 2013-03-19
- Released on: 2013-03-19
- Original language: English
- Number of items: 1
- Dimensions: 8.60" h x .70" w x 5.70" l, .75 pounds
- Binding: Hardcover
- 208 pages
- Inc Original
Review
At least one great story of idea for employee engagement on every page! Patients Come Second is written in an irresistible style that makes it fun and inspiring to read and hard to put down. I highly recommend this book to every administrator and manager.
-- Fred Lee, author of If Disney Ran Your Hospital
People are going to read this book, learn from it, and ultimately provide better care to patients.
-- David Feinberg, president of the UCLA Health System
Rarely do you find two seasoned health care professionals provide such candid and real experiences! The fact that both Paul and Britt have demonstrated brilliant results int heir organizations is confirmation enough that this book is a must-read for all healthcare leaders.
-- Rulon Stacey, former chairman of the American College of Healthcare Executives
In this gem of a book you will find the road map for creating the best possible workplace for your people. It is based not only on great research but on great personal experiences. Britt and Paul have nailed it! Buy this book!
-- Chester Elton, author of The Carrot Principle
From the Back Cover
No business can effectively take care of its customers before it takes care of its employees. Health care is no different--and that's why patients have to come second.
About the Author
Paul Spiegelman is founder and CEO of The Beryl Companies, which includes--among others--BerylHealth, a technology-focused patient experience company, and The Circle, a training company that helps businesses enhance employee engagement. BerylHealth has won nine ''best place to work'' awards, and in 2010, Spiegelman was honored with the Ernst & Young Entrepreneur of the Year award. He is a sought-after speaker and author on executive leadership, corporate culture, and employee engagement. His views have been published in Entrepreneur, the Dallas Morning News, Inc., and many other publications.
Britt Berrett, a passionate advocate for excellence in healthcare, serves as president of Texas Health Presbyterian Hospital Dallas, where, he oversees strategic planning and operations, guiding the hospital in its mission to improve the health of the people in the community it serves. In 2007 U.S. News and World Report recognized Texas Health Dallas as a best hospital in the digestive disorders, orthopedics, and neurology and neurosurgery specialties. Texas Health Dallas also received the Magnet Recognition Program Award for excellence in nursing services from the American Nurses Credentialing Center. In addition to his role at the hospital, Berrett also serves as an executive vice president of Texas Health Resources.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Great book
By kkb
This book was required reading for a class I am taking. The authors are wonderful writers and they sound like they are even better human beings, and funny ones too. It is an easy read, but full of useful info. My only 'gripe' is that there is no index. That makes it difficult to find a reference you remember reading, but don't remember which chapter.
2 of 2 people found the following review helpful.
Inspirational
By Ghost Recon
Everyone entering medical school, nursing school, physician assistants school or any of the other health sciences trading programs should read this before starting. Our educational programs are excellent at teaching medical knowledge, however most fall short on professionalism and interpersonal communication skills. This is an excellent primer!!!
1 of 1 people found the following review helpful.
The Key to Improved Patient Care AND Financial Success.
By Leet
Brilliant! I loved this book so much and got so much value out of it, I just bought the Kindle version after reading and underlining every other line in the hardcover version. As a recent cancer survivor, lifelong "perpetual patient" and customer service expert, I have experienced the good, the bad and the ugly when it comes to "patient care". This book convincingly builds the case for more compassionate care being essential to better outcomes, compliance etc, and that in the ever more competitive health "care" business, such care or its lack, will likely mean the difference between success or survival for many medical organizations. More importantly, the authors teach you, from their experience doing so, HOW to go about building a "culture" that will result in the kind of loving care patients want and need in order to remain loyal for a lifetime. NO matter what business you are in, healthcare or otherwise, read this book. LOVE your employees and they will reciprocate in kind with your customers. So simple and yet profoundly accurate and actionable. Well done!
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