Product Overview
2005 ACHE Book of the Year. Fred Lee's best-selling healthcare book in a 2-disc MP3 audio-book format, read by the author. The 9 1/2 principles in this highly personal and refreshingly written book will help any hospital team gain the extraordinary competitive advantage that comes from being seen as the best by their own employees, consumers, and community. Like his all day seminars, in these pages, Lee addresses the vexing reality that most of our approaches to patient satisfaction will not lead to patient loyalty. He takes aim at service excellence initiatives, quality, and performance improvement efforts and patient satisfaction surveys, dispelling some of our most cherished beliefs about loyalty and leadership.
