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ACHE Management Series

Health Administration Press

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leadership for

great customer

service

Satisfied Patients,

Satisfied Employees

ACHE Management Series Editorial Board

Alan O. Freeman, FACHE, Chair

Big Springs Medical Association, Ellington, MO

Carolyn C. Carpenter, CHE

Duke University Hospital, Chapel Hill, NC

Ralph H. Clark, Jr., FACHE

Eastern Health System, Inc., Birmingham, AL

Terence T. Cunningham, III, FACHE

Ben Taub General Hospital, Houston, TX

Sandra A. DiPasquale, Dr.P.H., FACHE

Community Health Center of Buffalo, Inc., Buffalo, NY

James L. Goodloe, FACHE

Tennessee Hospital Association, Nashville, TN

Debra L. Griffin

Humphreys County Memorial Hospital, Belzoni, MS

Nick Macchione, CHE

San Diego Health & Human Services Agency, San Diego, CA

Gerald J. Maier, FACHE

OU Medical Center, Oklahoma City, OK

Mikki K. Stier, FACHE

Broadlawns Medical Center, Des Moines, IA

Warren K. West, CHE

Copley Health Systems, Inc., Morrisville, VT

Alan M. Zuckerman, FACHE

Health Strategies & Solutions, Inc., Philadelphia, PA

leadership for

great customer

service

Satisfied Patients,

Satisfied Employees

Thom A. Mayer

Robert J. Cates

ACHE Management Series

Health Administration Press

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and do not represent the official positions of the American College of Healthcare

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Copyright ? 2004 by the Foundation of the American College of Healthcare

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July 2011 Reprinting

Library of Congress Cataloging-in-Publication Data

Mayer, Thom A.

Leadership for great customer service: satisfied patients, satisfied employees / Thom

Mayer & Robert J. Cates.

p. cm.

Includes bibliographical references.

ISBN 1-56793-228-2 (alk. paper)

1. Patient satisfaction. 2. Medical personnel and patient. 3. Medical care¡ª

Quality control. I. Cates, Robert J. II. Title.

R727.3.M385 2004

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2004049129

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