Service Savvy Health Care: One Goal at a Time Paperback - 1998 - 1st Edition

WENDY LEEBOV is currently associate vice president of human resources for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for organizational learning and performance enhancement strategies.Previously, WAndy was founder and president of the Einstein Consulting Group, a subsidiary of Albert Einstein Healthcare Network that received international recognition for leadership and expertise on service and quality improvement stategies in health care. WAndy is a nationally recognized speaker, author, and consultant, having written five books on service and quality improvement, including The Healthcare Manager's Guide to Continuous Quality Improvement (with Clara Jean Ersoz, MD), Service Quality Improvement: The Customer Satisfaction Strategy for Health Care and Healthcare Managers in Transition (with Gail Scott), and Patient Satisfaction: A Guide to Practice Enhancement (with Gail Scott and Michael Vergare, MD). WAndy has her BA degree from Oberlin College, as well as her master's and doctoral degrees in education from the Harvard Graduate School of Education. SUSAN AFRIAT is currently director of organization development and team services for the Albert Einstein Healthcare Network in Philadelphia, where she is responsible for quality-improvement team support, organization development, and team-building strategies for the multihospital system's Department of Organization and Staff Development (a part of human resources).Susan was formerly senior consultant with the Einstein Consulting Group, responsible for design and implementation of comprehensive service quality improvement programs in hospitals, ambulatory care facilities, and managed care organizations. Before that, she was training specialist for ambulatory care facilities in a regional training program serving five states. Susan coauthored with WAndy Leebov "Customer Service Excellence in Ambulatory Care Organizations," Journal of Healthcare Marketing, 1989.Susan has her BA degree in social welfare and her MEd in health education from Temple University. JEANNE PRESHA is currently director of performance enhancement in the department of human resources for the Albert Einstein Healthcare Network in Philadelphia, where she directs adult basic education and literacy programs, on-site college programs, and alignment of performance management tools with the network's values. She also manages values alignment initiatives and develops and implements train-the-trainer and management development programs. In addition, Jeanne created the "At Your Service" training program for frontline employees.An experienced manager in health care and other service industries, Jeanne has developed a comprehensive system of work redesign and skill-building strategies to help health care employees tool up for effectiveness in the dynamic health care environment. Previously, Jeanne worked at Thomas Jefferson University Hospital in Philadelphia for three years, where she consulted to university and hospital departments on internal organization development, designed and implemented hospitalwide education programs, and provided management and supervisory development programs.Jeanne has her BS degree in marketing education from Temple University and her MS degree in organizational behavior from the University of Pennsylvania.