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Any of these texts may be ordered through
BarnesandNoble.com by clicking on the title.
Attracting
and Keeping Patients
Just Ask A Woman
by Mary Lou Quinlan
Why are female patients the most challenging to satisfy? And what can you do to increase their satisfaction with your care and service? Quinlan provides insights about how to align with female customers. While this book isn't specific to health care, it contains are many thought-provoking questions that can lead to improvements in your services.
 Customers
for Life
by Carl Sewell
Deciding to be the best car dealership was
the moment that determined how successful
Sewell’s organization would be. Strategies
for service are particularly transferable
to health care.
 Selling
the Invisible
by Harry Beckwith
How to market services, rather than products.
 Managing
Patient Expectations: The Art of
Finding & Keeping Loyal Patients
by Susan Keane Baker
Patients value experiences in which their
unique preferences are identified and respected.
Use the strategies in this book to identify
and respond to expectations, manage the
unrealistic expectations, respond to unmet
expectations, and create loyal, lasting
relationships that generate positive word-of-mouth
commentary.
 The
Tipping Point
by Malcolm Gladwell
Gladwell writes about why major changes
in our society often happen unexpectedly
and as a result of small, intuitive initiatives.
If you are interested in changes that can
increase positive word of mouth commentary
about your organization, this book can jump-start
your thinking. Gladwell shows how, given
the right messenger or context, people can
and will radically transform their behaviors
and beliefs.
 Marketing
Your Clinical Practice Ethically, Effectively,
Economically
by Neil Baum and Gretchen Henkel
A complete marketing plan for any practice.
Creating
a Culture of Service Excellence
Courage
by Bernard Waber
The text and striking illustrations in this
children's book speak of awesome courage
and everyday courage. For example: "Courage
is if you knew where there were some mountains
you would definitely climb them." "Courage
is two candy bars and saving one for tomorrow."
"Courage is being the first to make
up after an argument." You want your
patients and colleagues to be brave about
the changes in their lives, both positive
and negative. This book could be just the
mini-motivation someone in your life needs.
It would make a nice addition for your reception
area, regardless of the age of your patients.
 The
Dance of Change
by Peter Senge
Senge and his co-authors have created 500+
pages of interesting theory, examples, exercises,
discussion points and thought-provoking
questions that will inspire you to find
the time to consider, plan and implement
change. You will be able to conduct an organizational
diagnosis of your organization and determine
if change is needed to enhance your values,
your relationships with patients/members,
and your team.
 Coaching
Knock Your Socks Off Service
by Ron Zemke and Kristin Anderson
Examples of dialogue to help employees be
their best
 Shackleton’s
Way: Leadership Lessons from the Great Antarctic
Explorer
by Margot Morrell and Stephanie Capparell
A memorable story of how a leader helped
his team survive the most difficult of times.
 From
Worst to First
by Gordon Bethune
Turning around Continental Airlines.
 Through
the Patient’s Eyes
by Margaret Gerteis, Susan Edgman-Levitan,
Jennifer Daley and Thomas L. Delbanco, editors
Filled with suggestions for improvement
in health care organizations.
 Moments
of Truth
by Jan Carlzon
The original story of how moments of truth
theory and exercises were used to turn around
a failing airline.
 Built
to Last
by James Collins and Jerry Porras
The successful habits of visionary companies.
 Outrageous!
by T. Scott Gross
Reading this book just makes you want to
do more for your customers.
 Hug
Your Customers – The Proven Way
to Personalize Sales and Achieve Astounding
Results
By Jack Mitchell
This is a “next-level” book.
Read it for ideas when you have mastered
the essentials and colleagues are asking
“What’s next?” or “How
can we top this?” Mitchell offers
nuts and bolts applications from his experience
running two retail stores that successfully
sell against national clothing chains. Hint:
It’s all about the systems that encourage
his staff to connect personally with customers.
Mitchell shares the five things that customers
want even more than a convenient location
and large inventory. In one anecdote, he
is approached by an associate who complains
that the store needs to do more advertising
to draw customers in. Mitchell responds:
“Better yet, you need to call some
customers or write to them.”
Physicians As Leaders
By Mindi K. McKenna, Ph.D. and Perry A. Pugno, MD.
A beautifully written book that might be considered a year-long executive coaching consultation in disguise. Full of examples, self-assessments and thought-provoking questions, Physicians As Leaders is an excellent resource for physicians and non-physicians who are serious about enhancing their communication, leadership and collaboration skills.
Hardwiring Excellence
By Quint Studer
Do you ever feel challenged about how to inspire your staff to be more consistently responsive to patients? If so, this book should be on your “must-read” list, because it provides practical tips on how to work with your colleagues so that they can and will respond to your patients in the way you desire.
Patient
Satisfaction
 A
CQI System for Healthcare
by Tim Mannello
A soup to nuts look at how one hospital successfully incorporated continuous
quality improvement to improve patient satisfaction and employee morale.
 Total
Customer Satisfaction: A Comprehensive Approach for Healthcare Providers
by Stephanie G. Sherman with V. Clayton Sherman
Health care and non-health care strategies for improving patient satisfaction.
 The
Loyalty Effect
by F.F. Reichheld
If you want numbers to demonstrate the financial value of a service quality
initiative, this is the book for you.
Communication
Skills
 Communicating
with Today’s Patient
by Joanne Desmond and Lanny R. Copeland,
MD
Very specific communication skills to save
time, improve satisfaction.
 Delivering
Knock Your Socks Off Service
by Kristin Anderson and Ron Zemke
Listening, reassuring, telephone contact,
face-to-face interactions and more.
 Difficult
Conversations: How to Discuss What Matters
Most
by Douglas Stone, Bruce Patton, Sheila Heen
How to discuss tough subjects effectively
and with less anxiety. Faculty for the Harvard
Negotiation Project, the authors stress
the need to acknowledge the other person’s
feeling, and then use various strategies
to bring a conversation to mutually agreeable
closure. Techniques include avoiding absolute,
no-room to wiggle words such as "always"
or "never;" Asking for more concrete
information; and asking how the other person
sees it differently; inviting the other
person to partner with you to resolve a
situation.
Difficult People and Complaints
 Managing
the Difficult Patient
by Robert E. Hooberman Ph.D. and Barbara M. Hooberman, M.D.
What to do when patients’ emotional and interpersonal problems impact
medical treatment
 Coping
with Difficult People
by Robert Bramson, Ph.D.
The classic text on defining difficult people "types" and how
to respond to each.
 Defending
Yourself Against Criticism
by Jennifer James
Caution: If you are acting out your own favorite difficult behavior, and
you like it that way, do not buy this book for your staff. James’ book
is full of strategies designed to help the reader recover from criticism.
She counsels that it often costs far more to constantly defend the need
to be right and to be in control than it does to chalk criticism up to
what she terms the "10% factor." James posits that ten percent
of the time, when you buy something, it will turn out to be cheaper somewhere
else. Ten percent of the time even your best friend may say something
thoughtless. James also teaches how to help the verbally abusive person
change, by using statements such as, "I’m sure you didn’t mean to
insult me." "Is there any reason why you would want to hurt
my feelings?"
 Field
Guide to the Difficult Patient Interview
by Frederic W. Platt and Geoffrey H. Gordon
Interviewing techniques, dealing with patient emotions and the most frequent
"difficult patient" problems. Each chapter in this guide defines
the problem of a difficult encounter, for example, anger, ambivalence,
somatization, interfering family members, patients who want more than
they need. The authors then provide best tools for understanding and working
with the patient demonstrating the difficult behavior. Each problem is
accompanied with pitfalls to avoid and a pearl of wisdom. "The process
of giving bad news starts with acknowledging your own reactions to the
news, then putting them inside in order to help the patient."
 Knock
Your Socks Off Answers: Solving Customer Nightmares and Soothing Nightmare
Customers
by Kristin Anderson and Ron Zemke
What to say when a patients says, "While you’re at it, could you
just…" or "Sorry, hell! Do something!"
 How
To Turn the Other Cheek and Still Survive in Today’s World
by Suzette Haden Elgin.
Elgin teaches the reader how to recognize and use the Satir Modes, created
by Dr. Virginia Satir. The modes are blaming, placating, computing, distracting,
and leveling. Using exercises, you practice responding in the same mode
if you want a behavior to continue, and using a different mode if you
want to encourage behavior change.
 Speaking
Your Mind in 101 Difficult Situations
by Don Gabor
When dealing with a "prickly personality," Gabor suggests listening
and then asking, "Why do you feel that way?" to help you gain
understanding before you present your point of view. Some of his scenarios
may be more amusing than practical, as in how to tell someone that you
are dating his/her former lover.
 Toxic
People
by Lillian Glass Ph.D.
Identifying difficult types, such as "the emotional refrigerator."
 Thank
You for Being Such a Pain
by Mark I. Rosen, Ph.D.
An inspiring look at how difficult people improve us. Rosen’s book stresses
the value that difficult people can have for us: teaching us what not
to do; giving us an opportunity to teach through example; recognizing
our own flaws. "What we don’t like in another is often, but not always,
something we don’t like in ourselves."
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