Get Free Ebook Patients Come Second: Leading Change by Changing the Way You Lead, by Paul Spiegelman Britt Berrett
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Patients Come Second: Leading Change by Changing the Way You Lead, by Paul Spiegelman Britt Berrett
Get Free Ebook Patients Come Second: Leading Change by Changing the Way You Lead, by Paul Spiegelman Britt Berrett
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Review
At least one great story of idea for employee engagement on every page! Patients Come Second is written in an irresistible style that makes it fun and inspiring to read and hard to put down. I highly recommend this book to every administrator and manager.-- Fred Lee, author of If Disney Ran Your HospitalPeople are going to read this book, learn from it, and ultimately provide better care to patients.-- David Feinberg, president of the UCLA Health System Rarely do you find two seasoned health care professionals provide such candid and real experiences! The fact that both Paul and Britt have demonstrated brilliant results int heir organizations is confirmation enough that this book is a must-read for all healthcare leaders.-- Rulon Stacey, former chairman of the American College of Healthcare ExecutivesIn this gem of a book you will find the road map for creating the best possible workplace for your people. It is based not only on great research but on great personal experiences. Britt and Paul have nailed it! Buy this book!-- Chester Elton, author of The Carrot Principle
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From the Back Cover
No business can effectively take care of its customers before it takes care of its employees. Health care is no different--and that's why patients have to come second.
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Product details
Hardcover: 208 pages
Publisher: An Inc. Original; 1 edition (March 19, 2013)
Language: English
ISBN-10: 0988842807
ISBN-13: 978-0988842809
Product Dimensions:
5.8 x 0.8 x 8.8 inches
Shipping Weight: 12.8 ounces (View shipping rates and policies)
Average Customer Review:
4.5 out of 5 stars
164 customer reviews
Amazon Best Sellers Rank:
#52,008 in Books (See Top 100 in Books)
I picked this up because I am a jew officer in the Army Medical Service Corps and this book is on the Corps Chief's reading list. I am not sure how useful this book's content would be in the army, as a lot of this "feel-good" type of leadership is typically frowned upon, but it had some good key points that could apply to even military leadership.Like others said, it is a very easy read. Rather campy at times, a bit too self aware, and full of what some might consider some shameless self-promotion (the writers use their own businesses as prime examples several times). Still, it refreshed my thinking about leadership, and could be useful as a topic of discussion, especially its key points about employee engagement.
This book emphasizes feelings at the expense of making actual improvements. An example from the book illustrates my problem with it. A physician's practice had real problems with long waits. The physicians threw money at the problem by hiring more physicians. No go. Then they change the scheduling software. Still no improvement. Did they then engage the staff to look at their processes for waste, errors, and the root causes of unnecessary delays? Ha! No way! They "fixed" the problem by apologizing to patients over and over again. They apologized in advance when the patient checked in and was sent to wait in the waiting room. They apologized when the patient was taken to the exam room (another delay.) The physician apologized when s/he finally arrived. They apologized when the patient checked out. (For all I know they made follow up calls and apologized after the patient went home.) The result: improved patient satisfaction scores! Viola! Problem solved!Of course, there are still long waits for service. But never mind, the patient comes second after all. Their time isn't important, only the satisfaction score they report. And whether the employees feel good about themselves.If you believe this approach works in the long-term, then this book is for you. If you're the type who, you know, wants to improve patient satisfaction by addressing the root causes of dissatisfaction, find another book.
You don't take care of the kids until you out your own oxygen on first! This sums up this powerful book that asks the question - how can you set patient experience as your goal and not know/care how your employees are doing? They craft a brilliant argument that unless organizational health is addressed it is futile to accomplish any goal(s). They take Lencioni to the next level by showing how caring for employees leads to greater engagement which leads to better outcomes, greater safety, growth and improved finances and most importantly better Health Care. Bravo to Spiegelman and Berrett.
Good book: 70% recycled info from other leadership books you've read, but 30% interesting/new information. An easy read. I read this book in a weekend. Helpful culture IQ ("CIQ") quiz in the back (for your staff to take). Buy it.
This was a good read. I liked the perspective that is not often followed in management that happy employers are more effective at delivering your product so to speak. I think it provides a unique look at healthcare management that provides a balancing perspective in patient drive care models.
Everyone entering medical school, nursing school, physician assistants school or any of the other health sciences trading programs should read this before starting. Our educational programs are excellent at teaching medical knowledge, however most fall short on professionalism and interpersonal communication skills. This is an excellent primer!!!
more of a "look what we did" sort of book, some good ideas, but overall only fair.
Brilliant! I loved this book so much and got so much value out of it, I just bought the Kindle version after reading and underlining every other line in the hardcover version. As a recent cancer survivor, lifelong "perpetual patient" and customer service expert, I have experienced the good, the bad and the ugly when it comes to "patient care". This book convincingly builds the case for more compassionate care being essential to better outcomes, compliance etc, and that in the ever more competitive health "care" business, such care or its lack, will likely mean the difference between success or survival for many medical organizations. More importantly, the authors teach you, from their experience doing so, HOW to go about building a "culture" that will result in the kind of loving care patients want and need in order to remain loyal for a lifetime. NO matter what business you are in, healthcare or otherwise, read this book. LOVE your employees and they will reciprocate in kind with your customers. So simple and yet profoundly accurate and actionable. Well done!
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