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You are here > Home > Reading Lists > Performance Improvement, Outcomes & Customer Service

Quality Improvement, Performance, Outcomes & Customer Service Books

This Guide offers suggested reading on the healthcare topics of outcomes measurement, patient satisfaction, customer service, health promotion, and quality improvement. We have made it our goal to collect the very best titles for you - here, you can access them all in one place. For your convenience, you may also purchase any of these books through Amazon.com. If you wish, just add your choices to your shopping cart. If you would like more than one, just return to this page and click additional titles. Your shopping cart will remain open and accessible to you. 

You may also prefer to just browse these titles at your leisure, without purchasing. Before exploring the selections below, which open in new windows, please bookmark this page first. Bookmarking will allow you to use these lists as future reference, whenever you wish - to return for more browsing, as time permits.   

10 More Powerful Ideas for Improving Patient Care - 2005
 10 Powerful Ideas for Improving Patient Care - 2005
10 Powerful Ideas for Improving Patient Care, Book 3 - 2006
10 Powerful Ideas for Improving Patient Care, Book 4 - ACHE, 2007
 (The) 1st Annual Crossing The Quality Chasm Summit: Focus On Communities - 2004
A3 Problem Solving for Healthcare: A Practical Method for Eliminating Waste - 2007
Accountability Through Measurement: Healthcare Imperative - ASQ, 2002
 Accreditation & Survey - please review resources on our compliance page
 Achieving Service Excellence: Strategies for Healthcare - ACHE, current editionNew!
 Advancing Health Literacy - 2006
Applied Spatial Statistics for Public Health Data - 2004
Applied Statistics: Analysis of Variance & Regression, 3e - 2004
Applying Quality Management in Healthcare: A System Approach, 3e - ACHE, 2011New!
Assessment & Planning in Health Programs, 2e - 2010 New!
 (The) Baptist Health Care Journey to Excellence: Creating a Culture - 2004
 Benchmarking Basics: A Resource Guide for Healthcare Managers - HCPro, 2006
 Benchmarking for Hospitals: Achieving Best-in-Class Performance - ASQ, 2008New!
 (The) Best Practice: How the New Quality Movement is Transforming Medicine - 2010New!
 Beyond the Gift Shop: Boost Revenue, Your Brand & Patient Satisfaction - ACHE, 2009New!
Breakthrough Performance: Accelerating Transformation of Health Care Organizations - 2000
 Building a Better Delivery System - 2005
 Business Performance Through Lean Six Sigma - ASQ, 2005
 Calculating & Reporting Healthcare Statistics, 3e - AHIMA, 2009New!
 Case Management - see our complete Case Management resource list here
 (The) Certified Manager of Quality / Organizational Excellence Handbook, 3e - ASQ, 2005
Changing Patient Behavior: Improving Outcomes - 2001
Comparative Guide to American Hospitals - up-to-date editions
 A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong - 2008New!
 (The) Complete Guide to Transforming the Patient Experience - HCPro, 2009New!
 Consumer-Centric Healthcare: Opportunities & Challenges for Providers - ACHE, newest editionNew!
Continuous Quality Improvement in Health Care, 4e - 2011New!
 Core Curriculum for Quality Management - ACMQ, current editionNew!
 Critical Test Results Troubleshooter: Practical Strategies & Tools - 2006
 Crossing the Quality Chasm: A New Health System for the 21st Century  - 2001
Crucial Conversations: Tools for Talking When Stakes are High - 2002
Curing Health Care: New Strategies for Quality Improvement - 2002
Customer-Driven Healthcare: QFD for Process Improvement & Cost Reduction - ASQ, 2000
 Customer Service in Health Care: A Grassroots Approach - 2000
 Data Sanity: A Quantum Leap to Unprecedented Results - MGMA,  2009New!
Decision Making for Improved Performance - 2004
(The) Definitive Guide to Emergency Department Operational Improvement - 2011New!
 Design for Six Sigma for Service - 2004
Designing & Conducting Health Surveys, 3e - 2006
 Discharge Planning Handbook for Healthcare - 2008New!
Disease Management: Systems Approach to Improving Patient Outcomes - 2001
 Dynamic Capacity Management for Healthcare: Advanced Methods & Tools for Optimization - 2010New!
 Effective Process Management: Improving Your Healthcare Delivery - HCPro, 2009New!
 Engage! A Guide to Involving Your Consumers in Their Health - HCPro, 2007
 Engagement Strategies in Health & Disease Management: Best Practices - HCPro, 2007
 Engaging Patients as Safety Partners: Guide for Reducing Errors & Improving Satisfaction - AHA, 2008
Enterprise Process Mapping - ASQ, 2004
Escape Fire: Designs for the Future of Health Care - 2003
Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results - AHA, 2008New!
 Essentials for Great Personal Leadership: No-Nonsense Solutions with Gratifying Results - AHA, 2008New!
Evaluating the Healthcare System: Effectiveness, Efficiency, Equity, 3e - 2004
Evaluation & Decision Making for Health Services - 2005
Evaluation Fundamentals: Outcomes, Effectiveness, Quality, 2e - 2004
Everyday Excellence: Creating a Better Workplace - ASQ, 2005
 Evidence-Based to Value-Based Medicine - AMA, 2005
 (The) Executive Guide to Improvement & Change - 2003
First, Do No Harm: Power, Oppression & Violence in Healthcare - 2002
Five-Star Customer Service: Step-by-Step Guide for Physician Practices - 2005
 Focused Operations Management for Health Services Organizations - 2006
 Fundamentals of Health Care Improvement: A Guide to Improving Your Patients' Care - The Joint Commission, 2008New!
 Getting the Board on Board: What Your Board Needs to Know about Quality & Patient Safety - The Joint Commission, 2007
 Going Lean: Busting Barriers to Patient Flow - ACHE, 2007
 Gold Standard Management: The Key to High-Performance Hospitals - ACHE, 2007
 (A) Guide to Patient Recruitment and Retention - CenterWatch, 2004
 Handbook of Practical Program Evaluation, 2e - 2004
 Hardwiring Excellence - 2004
 Headstart to Quality Assessment & Performance Improvement Hospice - HCPro, 2009New!
 Healing Words: The Power of Apology in Medicine - 2004
 (The) Health Care Data Guide: Learning from Data for Improvement - 2011New!
 Health Care in the New Millennium: Vision, Values, Leaders - 2002
Health Care Operations Management: Quantitative Approach - 2007
 Healthcare Outcomes Management: Strategies for Planning & Evaluation - 2006
 Healthcare Price, Cost & Utilization Benchmarks - HCPro, current & up-to-dateNew!
 (The) Healthcare Quality Book: Vision, Strategy & Tools, 2e - ACHE, ASQ, 2008 New!
 Health Data Quest: How to Find & Use Data for Performance Improvement - 2000
Health Literacy: A Prescription to End Confusion - 2004
Health Literacy from A to Z: Practical Ways to Communicate - 2004
 Health Promotion in Practice - 2006
 Health Promotion Programs - 2010New!
How to Use Control Charts for Healthcare - ASQ, 1999
How to Use Patient Satisfaction Data to Improve Healthcare Quality - 2000
If Disney Ran Your Hospital: Things You Would Do Differently - 2004
Implementing Outcome-Based Homecare - 2004
Improving Healthcare Quality & Cost with Six Sigma - 2007
 Improving Healthcare Using Toyota Lean Production Methods, 2e - ASQ, 2007
 Improving Healthcare with Control Charts: SPC Methods & Case Studies - AHA, 2002
Improving Mental Health Care: Commitment to Quality - APA, 2002
Improving Mental Healthcare: Guide to Quality Improvement - APA, 2005
 Improving Primary Care: Strategies & Tools for a Better Practice - 2006
 Improving the Quality of Health Care for Mental & Substance-Use Conditions - 2006
Improving the Quality of Long-Term Care - 2001
I'm Sorry to Hear That: Real Life Responses to Patients' Complaints About Health Care - 2009New!
 Infection Control Books - please go to our patient safety resource page!
 Insights to Performance Excellence: An Inside Look at the Baldrige Award Criteria - 2008 New!
ISO 9001:2000 - A New Paradigm for Healthcare - 2003
(The) Joint Commission Guide to Improving Staff Communication, 2e - The Joint Commission, 2009New!
Leadership by Example: Government Roles in Improving Healthcare Quality - 2003
Leadership for Great Customer Service: Satisfied Patients, Satisfied Employees - 2004
Leadership for Smooth Patient Flow - ACHE, 2007
 Leading the Health Care Revolution Using the Toyota Production Systems: Lessons from the Frontline - 2011New!
 Leading the Lean Healthcare Journey: Driving Culture Change to Increase Value - 2011New!
Leading Your Healthcare Organization to Excellence: Using the Baldrige Criteria - 2004
(A) Lean Guide to Transforming Healthcare: How to Implement Lean Principles - 2006
 Lean Healthcare: 5 Keys for Improving the Workplace Environment, 2e - 2006
 Lean Healthcare: Get Your Facility into Shape - HCPro, 2010New!
 (The) Lean Healthcare Pocket Guide - 2006
 Lean Hospitals: Improving Quality, Patient Safety & Employee Satisfaction - 2008New!
 Lean Six Sigma for Healthcare - ASQ, 2005
Lean Six Sigma for Hospitals: Simple Steps to Fast, Affordable & Flawless Healthcare - 2011New!
 Lean Six Sigma for Service - 2003
 Leveraging Lean in Healthcare: Transforming Your Enterprise into a High Quality Patient Care Delivery System - 2010New!
 Love Your Patients! Improving Patient Satisfaction with Essential Behaviors - 2004
 Making It Right: Healthcare Service Recovery - Press Ganey, 2005
Making Your Data Work: Tools & Templates for Effective Analysis - HCPro, 2008New!
 Management Lessons from Mayo Clinic - 2008New!
 (The) Manager's Guide to Six Sigma in Healthcare - ASQ, 2005
 Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients - 1998
 Managing the Unexpected: Assuring High Performance, 2e - 2007
 MDS - for minimum data set resources for CMS, see coding resources
Measuring & Improving Patient Satisfaction - 2000
Measuring Health, 3e - 2004
Measuring Health Care: Using Quality Data for Operational, Financial & Clinical Improvement - 2006
 Measuring Physician Competency: Collect, Assess & Provide Data, 2e - HCPro, 2007
 Measuring Quality Improvement in Healthcare - ASQ, 2001
Medical Quality Management: Theory & Practice, 2e - ACMQ, 2009New!
Medicare's Quality Improvement Organization Program - 2006
Methods for Testing & Evaluating Survey Questionnaires - 2004
Mock Tracer Workbook - The Joint Commission, current editionNew!
Nan: A Six Sigma Mystery - 2003
Nan's Arsonist: A Six Sigma Mystery - 2004
No Margin, No Mission: Quest for Ethical Excellence - 2003
 Nurse Practitioner's Business Practice & Legal Guide, 3e - 2007
 Nursing-Sensitive Outcomes: State of the Science - 2003
 (The) OBRA Guidelines For Quality Improvement, 4e - 2002
 On Beyond Compliance: Thinking Inside a Brand New Box - 2001
 Optimizing Emergency Department Throughput: Operations Management Solutions for Health Care Decision Makers - 2010New!
 Order Entry resources - see our technology page
 Outcomes Assessment in Cancer: Measures, Methods & Applications - 2005
 Overcoming Performance Measurement Challenges in Hospitals - The Joint Commission, 2005
Paradox and Imperatives in Health Care: Efficiency, Effectiveness & E-Transformation - 2007
Patient Advocacy for Health Care Quality: Strategies for Achieving Patient-Centered Care - 2007
 Patient Autonomy & the Ethics of Responsibility - 2005
 Patients as Partners: How to Involve Patients & Families in Their Own Care - The Joint Commission, 2006
 Patient Flow - please see our nursing management resources
Patient Satisfaction & the Discharge Process - Press-Ganey, HCPro, 2006
 Patient Satisfaction: Understanding & Managing Experience of Care, 2e - ACHE, 2005
Patient Safety - please see our risk management resources here
Performance Improvement Basics, 2e - HCPro, 2009New!
Performance Improvement: Winning Strategies for Quality & Joint Commission Compliance, 4e - HCPro, 2008New!
 Performance Measurement: Accelerating Improvement - 2006
 Physician Entrepreneurs: The Quality Patient Experience - HCPro, 2008New!
 Physicians' Guide to Implementing Medicare's Physician Quality Reporting Initiative - AMA, 2008New!
 (The) Pittsburgh Way to Efficient Healthcare: Improving Patient Care - 2007
Planning Health Promotion Programs: An Intervention Mapping Approach, 2e - 2011New!
Planning, Implementing & Evaluating Health Promotion Programs, 4e - 2004
 (A) Pocket Guide to Using Performance Improvement Tools in Health Care Settings, 3e - The Joint Commission, 2006
 (The) Power of Clinical & Financial Metrics: Success in Your Hospital - ACHE, 2005
 Practical Guide to Core Measures Improvement - HCPro, 2009New!
 (A) Practical Guide to Quality Management in Clinical Trial Research - 2005
 (The) Practice of Health Program Evaluation - 2001
Process Evaluation for Public Health Interventions & Research - 2002
 Process Quality Control: Troubleshooting & Interpretation of Data - 2005
 Putting Patients First: Designing & Practicing Patient-Centered Care, 2e - 2008 New!
 (The) QIS Mock Survey Guide - HCPro, current editionNew!
 (The) QI/QM Troubleshooter: Guide to CMS - HCPro, current editionNew!
 Quality & Performance Improvement in Healthcare, 4e - AHIMA, 2009New!
Quality By Design: A Clinical Microsystems Approach - 2007
 (The) Quality Handbook for Health Care Organizations: Tools & Programs - 2004
 Quality Health Care: Guide to Development & Using Indicators - 2004
Quality Improvement for Nurse Managers: Engage Staff & Improve Patient Outcomes - HCPro, 2010New!
(The) Quality Improvement Handbook, 2e - ASQ, 2006
 Quality Indicators: Defining & Measuring Quality in Psychiatric Care - APA, 2002
Quality Indicator Survey Manual - HCPro, 2009New!
 Quality Management in Health Care: Principles & Methods, 2e - 2004
Quality Measurement: Guide for the Pharmacy - 2006
 (The) Quality Solution: The Stakeholder's Guide to Improving Health Care - 2005
 Quality Through Collaboration: The Future of Rural Health - 2005
(The) Quality Toolbox, 2e - ASQ, 2005
Quality Work Environments: For Nurse & Patient Safety - 2004
Quantitative Methods in Health Care Management, 2e - current editionNew!
 Raising the Bar on Service Excellence: Health Care Leader's Guide - 2008New!
 Reaching Excellence in Healthcare Management - ACHE, current editionNew!
 Reinventing the Patient Experience: Strategies for Hospital Leaders - ACHE, 2007
 Resolving Patient Complaints: Effective Service Recovery, 2e - 2004
Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top - 2007
 Rewarding Provider Performance: Aligning Incentives in Medicare - 2007
Risk Adjustment for Measuring Healthcare Outcomes, 3e - 2003
Risk Management Books - please see our risk management resources here
 Root Cause Analysis Basics: A Resource Guide for Healthcare Managers - HCPro, 2008New!
 Root Cause Analysis: Simplified Tools & Techniques, 2e - ASQ, 2006
 (The) Satisfied Patient: Guide to Preventing Malpractice Claims, 2e - HCPro, 2007
SBAR Basics: A Resource Guide for Healthcare Managers - HCPro, 2008New!
 Service Excellence: The Customer Relations Strategy for Health Care - 2003
Shared Decision Making in the Patient-Physician Relationship - ACPE, 2001
Six Sigma & Beyond, Vol. I: Foundations of Excellent Performance - 2001
Six Sigma & Beyond, Vol. II: Problem Solving & Basic Mathematics - 2001
Six Sigma & Beyond, Vol. III: Statistics & Probability - 2002
 Six Sigma & Beyond, Vol. IV: Statistical Process Control - 2002
 Six Sigma & Beyond, Vol. V: Design of Experiments - 2002
 Six Sigma & Beyond, Vol. VI: Design for Six Sigma - 2002
 Six Sigma & Beyond, Vol. VII: The Implementation Process - 2002
 Six Sigma & Beyond: Seven Volume Set - 2003
Six Sigma Book for Healthcare: Improving Outcomes by Reducing Errors - 2002
 (The) Six Sigma Journey: From Art to Science - 2002
 Star-Studded Service: 6 Steps to Winning Patient Satisfaction - MGMA, 2007
 Statistics Basics: A Resource Guide for Healthcare Managers - HCPro, 2007
 Statistics for Health Policy & Administration Using Microsoft Excel - 2003
Statistics for the Behavioral Sciences, 8e - 2008New!
 Strategic Marketing For Health Care Organizations - 2008New!
 Streamlining Health Care Operations: How Lean Logistics Can Transform - 2001
Suffer the Child: How the Health Care System is Failing Our Future - 2006
 Surgical Care Improvement Project - HCPro, 2007
 Through the Patient's Eyes: Understanding Patient-Centered Care - 2002
To Improve Health & Health Care: Robert Wood Johnson Foundation - 2010New!
 Tools for Performance Measurement in Health Care: A Quick Reference Guide, 2e - The Joint Commission, 2008New!
 (The) Trust Prescription for Healthcare: Building a Reputation - 2005
Total Customer Satisfaction: Comprehensive Approach for Health Care Providers - 1999
 Total Health & Safety for Health Care Facilities: Catalyzing Improvements - AHA, 2006
 (The) Toyota Way to Healthcare Excellence - ACHE, 2008New!
 Tracer Methodology: Frontline Strategies, Prepare for Joint Commission Survey - HCPro, 2008
Tracer Methodology: Tips and Strategies for Continuous Systems, 2e - The Joint Commission, 2008New!
Tracking Mental Health Outcomes - 2001
 Transformative Quality: The Emerging Revolution in Health Care Performance - 2008New!
 Transforming Health Care Management: Integrating Technology Strategies - 2008New!
 Transforming Health Care: Virginia Mason Medical Center's Pursuit of the Perfect Patient Experience - 2010New!
 Transparency Success Stories: Hospitals Boost Patient Satisfaction & Quality of Care - HCPro, 2007
 (The) Trust Crisis in Healthcare - 2006
 (The) Trust Prescription for Healthcare: Building a Reputation - ACHE, 2005
Understanding Health Care Outcomes Research - 2006
Understanding Healthcare Quality - 2011New!
 Understanding Health Literacy - AMA, 2004
Using Multivariate Statistics, 5e - 2006
Using Performance Improvement Tools in Health Care Settings, 3e - The Joint Commission, 2006
 Value-Based Health Care: Linking Finance & Quality - 2009New!
 Value by Design: Developing Clinical Microsystems to Achieve Organizational Excellence - 2011New!
 Value Stream Mapping for Healthcare Made Easy - 2009New!
 Wendy Leebov's Essentials for Great Patient Experiences: No-Nonsense Solutions - AHA, 2008New!
 Wendy Leebov's Essentials for Great Personal Leadership: No-Nonsense Solutions - AHA, 2008New!
 What Top-Performing Healthcare Organizations Know: 7 Proven Steps for Accelerating and Achieving Change - ACHE, 2008New!
More books about risk management & patient safety or accreditation & compliance.
You may be interested in benchmarks & trends.
We have also selected journals & newsletters for you.
For The Joint Commission resources, click here.
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