Be Prepared for a Hospital Stay: Checklists for Patient Safety    by Patricia Iyer
Price: $4.99 USD. 23540 words. Published on June 12, 2012. .
Learn how to be an informed patient by getting inside information from a legal nurse consultant who has helped attorneys with thousands of medical malpractice cases. Patient safety checklists will teach you what to do to speak up to have a safe hospital stay. The book is also ideal for family members and visitors of a hospitalized patient.

Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager    by Wendy Leebov, Ed.D.
Price: $9.99 USD. 79950 words. Published on August 10, 2012. .
Best Seller! This book describes seven powerful strategies critical to service excellence and improving HCAHPS. These strategies are effective, simple, and easy, and can be implemented in your organization immediately. They help you hire for customer service, remove barriers, solicit customer feedback, and install standards, key words, and much more.

Working Together for Professionals in Health Care: Communication Skills for Collaboration and Teamwork    by Wendy Leebov, Ed.D.
Price: $9.99 USD. 13700 words. Published on August 22, 2012. .
The quality of relationships among coworkers has a profound impact on patient and family experiences. Positive coworker relationships are key to employee engagement, morale and job satisfaction, as well as efficiency and effective service delivery. This book identifies the skills for creating and sustaining harmonious relationships, and includes practice exercises, self assessments and activities.

Customer Service for Professionals in Health Care: Key Behaviors That Enhance the Patient and Family Experience    by Wendy Leebov, Ed.D.
Price: $9.99 USD. 15810 words. Published on August 23, 2012. .
This nuts and bolts guide reinforces a customer orientation and develops key customer-oriented behaviors. It includes self-assessment and practice exercises that make employees more conscious of customer needs and adept at meeting these needs daily. This is a terrific text for staff development and improving service excellence in healthcare.

Resolving Complaints for Professionals in Health Care    by Wendy Leebov, Ed.D.
Price: $9.99 USD. 13320 words. Published on September 12, 2012. .
Resolving Complaints describes in detail how to properly handle customer complaints. The methods described help the reader communicate with tact, compassion and employ creative problem-solving and follow through. Great for individuals and groups, it includes case situations, self-assessments and practice exercises for sharpening service recovery and complaint-handling with healthcare customers.

Telephone Skills for Professionals in Health Care    by Wendy Leebov, Ed.D.
Price: $9.99 USD. 15000 words. Published on September 12, 2012. .
Telephone Skills shares the keys to successful phone conversations, that enhance your organization's reputation. Readers will learn how to handle phone conversations with professionalism, tact and impressive customer service. This resource includes scripts, self-assessment tools and practice exercises, and is great for staff development.