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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. 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
- Nov 2005
10
Powerful Ideas for Improving Patient Care -
Apr 2005 
10
Powerful Ideas for Improving Patient Care, Book 3 -
Dec 2006
10
Powerful Ideas for Improving Patient Care, Book 4 -
ACHE, Dec 2007
(The) 1st Annual Crossing The Quality Chasm Summit: Focus On Communities
- Sep 2004
Accountability Through Measurement:
Healthcare Imperative
- ASQ, Oct 2002
Accreditation & Survey
- please review resources on our
compliance page
Achieving Service Excellence: Strategies for Healthcare
- ACHE, 2002
Advancing
Health Literacy
- Jun 2006
Applied
Spatial Statistics for Public Health Data
- Jul 2004
Applied
Statistics: Analysis of Variance & Regression, 3e
- Feb 2004
Applying
Quality Management in Healthcare:
A System Approach, 2e
-
ACHE, Nov 2006
Applying Quality Methodologies to Improve Healthcare
- Nov 2004
Assessment
& Planning in Health Programs, 2e
- Jul 2004
Automating Ongoing Records Review, 2e
- Nov 2004
(The) Baptist Health Care Journey to
Excellence: Creating a Culture
- Nov 2004
Benchmarking Basics: A Resource Guide for Healthcare Managers
- HCPro, Sep 2006
Benchmarking for Hospitals: Achieving Best-in-Class Performance
- ASQ, Jan 2008 
Breakthrough
Performance: Accelerating Transformation of Health Care
Organizations
-
2000
Building a
Better Delivery System - Jun
2005
Business Performance Through Lean Six Sigma
- ASQ, Jun 2005
Calculating
& Reporting Healthcare Statistics, 2e
- AHIMA, Nov 2006
(The) Certified Manager of Quality /
Organizational Excellence Handbook, 3e
- ASQ, Dec 2005
Changing
Patient Behavior: Improving Outcomes -
2001
Comparative Guide to American Hospitals -
up-to-date editions
Continuous
Quality Improvement in Health Care, 3e
- Aug 2005
Core
Curriculum for Quality Management
- ACMQ, Feb 2005
Cost
Effective Performance Improvement in Ambulatory Care
- JCAHO, Dec 2002
Cost Effective Performance Improvement for Behavioral Health Care
- JCAHO, Dec 2002
Cost
Effective Performance Improvement for Home Care
- JCAHO, Dec 2002
Cost
Effective Performance Improvement in Hospitals
- JCAHO, Jun 2005
Critical Test
Results Troubleshooter: Practical Strategies & Tools
- Aug 2006
Crossing the Quality Chasm: A New Health System for the 21st Century
- 2001
Curing
Health Care: New Strategies for Quality Improvement
- Oct 2002
Customer-Driven
Healthcare: QFD for Process Improvement & Cost Reduction
- ASQ, 2000
Customer
Service in Health Care: A Grassroots Approach
- Jun 2000
Decision
Making for Improved Performance - May
2004
Design for
Six Sigma for Service
- Jun 2004
Designing & Conducting Health Surveys, 3e
- Apr 2006
Disease
Management: Systems Approach to Improving Patient Outcomes
- 2001
Doing More with
Less: Lean Thinking & Patient Safety in Health Care
- JCAHO, Feb 2006
Enterprise Process Mapping
- ASQ, Dec 2004
Escape
Fire: Designs for the Future of Health Care
- Nov 2003
Evaluating
the Healthcare System: Effectiveness, Efficiency, Equity, 3e
-
Jul 2004
Evaluation
Fundamentals: Outcomes, Effectiveness, Quality, 2e
- Jun 2004
Everyday Excellence: Creating a Better Workplace
- ASQ, Sep 2005
Evidence-Based to Value-Based Medicine
- AMA, Feb 2005
(The)
Executive Guide to Improvement & Change
- 2003
First,
Do No Harm: Power, Oppression & Violence in Healthcare
- Jul 2002
Five-Star
Customer Service: Step-by-Step Guide for Physician Practices
- Nov 2005
Focused
Operations Management for Health Services Organizations
- Jun 2006
Going Lean: Busting Barriers to Patient Flow - ACHE, Nov 2007
(A) Guide to Patient Recruitment and Retention
- CenterWatch, Apr 2004
Handbook of Practical Program Evaluation, 2e
- May 2004
Hardwiring
Excellence
- Mar 2004
Healing
Words: The Power of Apology in Medicine
- Apr 2004
Healthcare
& Performance Measurement: Systems Design & Evaluation
- ASQ, 1999
Health
Care in the New Millennium: Vision, Values, Leaders
- 2002
Health Care Operations Management: Quantitative Approach
- Aug 2007
Healthcare Outcomes Management: Strategies for Planning & Evaluation
- Mar 2006
Healthcare
Price, Cost & Utilization Benchmarks
- HCPro, Dec 2006
(The) Healthcare Quality Book: Vision, Strategy & Tools
- Oct 2004
Health
Data Quest: How to Find & Use Data for Performance Improvement
- 2000
Health
Literacy: A Prescription to End Confusion
- Jul 2004
Health
Literacy from A to Z: Practical Ways to Communicate
- Aug 2004
Health
Promotion in Practice - Apr
2006
How to Use Control Charts for
Healthcare - ASQ, 1999
How
to Use Patient Satisfaction Data to Improve Healthcare Quality
- 2000
How to
Resolve Patient Complaints to Manage Risk
- Nov 2003
Increasing Patient Satisfaction with Statistical Correlation:
Step-by-Step Guide - 2003
If Disney Ran
Your Hospital: Things You Would Do Differently
- May 2004
Implementing
Outcome-Based Homecare - Aug 2004
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, Nov 2005
Improving
Primary Care: Strategies & Tools for a Better Practice
- Sep 2006
Improving the Quality of Health Care for Mental & Substance-Use
Conditions - Apr 2006
Improving
the Quality of Long-Term Care - 2001
Infection Control Books
- please go to our
patient safety resource page!
Insights
to Performance Excellence: An Inside Look at the Baldrige Award
Criteria - Apr 2006
ISO
9001:2000 - A New Paradigm for Healthcare - Dec 2003
(The) Joint Commission Guide to Improving Staff Communication
- JCAHO, Dec 2005
Leadership
by Example: Government Roles in Improving Healthcare Quality
- May 2003
Leadership
for Great Customer Service: Satisfied Patients, Satisfied Employees
- Sep 2004
Leading
Your Healthcare Organization to Excellence: Using the Baldrige
Criteria - Dec 2004
(The) Lean
Healthcare Pocket Guide - Jan
2006
Lean - Six Sigma
for Healthcare - ASQ, May
2005
Lean Six
Sigma for Service - Jun 2003
Love Your
Patients! Improving Patient Satisfaction with Essential Behaviors
- May 2004
Making It Right:
Healthcare Service Recovery
- Press Ganey, Nov 2005 
Making Your
Data Work: Tools & Templates for Effective Analysis
- HCPro, Jan 2008
(The)
Manager's Guide to Six Sigma in Healthcare
- ASQ, Jan 2005
Managing
Patient Expectations: The Art of Finding & Keeping Loyal Patients
- 1998
Managing the Unexpected: Assuring High Performance
- Jul 2001
Measuring
& Improving Patient Satisfaction
-
2000
Measuring
Health, 3e
- Nov 2004
Measuring Health Care: Using Quality Data for Operational, Financial
& Clinical Improvement - Sep
2006
Measuring
Quality Improvement in Healthcare
- ASQ, Nov 2001
Medicare's Physician Quality Reporting Initiative & Beyond
- 2007
Medicare's Quality Improvement Organization Program
- Sep 2006
Methods
for Testing & Evaluating Survey Questionnaires
- Jun 2004
Nan:
A Six Sigma Mystery
- Oct 2003
Nan's
Arsonist: A Six Sigma Mystery
- Apr 2004
No
Margin, No Mission: Quest for Ethical Excellence
- Aug 2003
Nursing-Sensitive
Outcomes: State of the Science
- 2003
(The) OBRA Guidelines For Quality Improvement, 4e
- Jun 2002
On
Beyond Compliance: Thinking Inside a Brand New Box
- 2001
Order Entry resources
- see our
technology page
Outcomes Assessment in Cancer: Measures, Methods & Applications
- Dec 2004
Overcoming Performance Measurement Challenges in Hospitals
- JCAHO, May 2005
Partnering
with Patients to Reduce Medical Errors
- Jan 2004
Patient Advocacy
for Health Care Quality: Strategies for Achieving Patient-Centered
Care
- Jul 2007
Patient
Autonomy & the Ethics of Responsibility -
Nov 2005
Patients as
Partners: How to Involve Patients & Families in Their Own Care
- JCAHO, Feb 2006
Patient Flow
- please see our
nursing management resources
Patient Satisfaction & the Discharge Process
- Press-Ganey, HCPro, Jun 2006
Patient Satisfaction: Understanding & Managing Experience of Care,
2e - ACHE, Dec 2005
Patient Safety - please see our
risk management resources
here
Performance Improvement Basics: Resource Guide for Healthcare
Managers - Dec 2004
Performance Improvement: Winning Strategies for Quality & JCAHO
Compliance, 3e - Jan 2004
Performance Measurement: Accelerating Improvement
- Jul 2006
Physicians' Guide to Implementing the Medicare Quality Reporting
Initiative - Ingenix, 2007
Planning
Health Promotion Programs: An Intervention Mapping Approach
- Mar 2006
Planning,
Implementing & Evaluating Health Promotion Programs, 4e
- May 2004
(A) Pocket
Guide to Using Performance Improvement Tools in Health Care
Settings, 3e
- JCAHO, Apr 2006
(The) Power of Clinical & Financial Metrics:
Success in Your Hospital -
ACHE, Mar 2005
(A)
Practical Guide to Quality Management in Clinical Trial Research
- Nov 2005
(The) Practice of Health Program Evaluation
- 2001
Process
Evaluation for Public Health Interventions & Research
- 2002
Process
Quality Control: Troubleshooting & Interpretation of Data
- May 2005
Provider
Report Cards: Promoting Health Care Quality to the Public
- 1999
Providing Culturally & Linguistically Competent Health Care
- JCAHO, Dec 2005
Putting Patients First: Designing
& Practicing Patient-Centered Care
- 2003
Quality
& Performance Improvement in Healthcare, 3e
-
AHIMA, Jan 2007 
Quality By
Design: A Clinical Microsystems Approach
- Mar 2007
(The) Quality Handbook for Health Care Organizations: Tools & Programs - Mar 2004
Quality
Health Care: Guide to Development & Using Indicators
- Sep 2004
(The)
Quality Improvement Handbook, 2e
- ASQ, Jun 2006
Quality
Indicators: Defining & Measuring Quality in Psychiatric Care
- APA, 2002
Quality
Management in Health Care: Principles & Methods, 2e
- Mar 2004
Quality Measurement: Guide for the Emergency
Department
- Nov 2004
Quality Measurement:
Guide for the Pharmacy - Mar
2006
(The) Quality Solution: The Stakeholder's Guide to Improving
Health Care - Sep 2005
Quality
Through Collaboration: The Future of Rural Health
- Mar 2005
(The)
Quality Toolbox, 2e - ASQ,
Mar 2005
Quality
Work Environments: For
Nurse & Patient Safety
- Nov 2004
Reinventing the Patient Experience: Strategies for Hospital Leaders
- ACHE, Sep 2007
Resolving
Patient Complaints: Effective Service
Recovery, 2e
-
Mar 2004
Rewarding Provider Performance: Aligning Incentives in Medicare
- Jan 2007
Risk
Adjustment for Measuring Healthcare Outcomes, 3e
-
Aug
2003
Risk Management Books -
please see our
risk management resources
here
Root
Cause Analysis in Health Care, 3e
-
JCAHO, Aug 2005
Root
Cause Analysis: Simplified Tools & Techniques, 2e
- Jun 2006
(The) Satisfied Patient: Guide to Preventing Malpractice Claims,
2e
- HCPro, Jul 2007
Service
Excellence: The Customer Relations Strategy for Health Care
- Jun 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
-
Mar 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, Feb 2007
Statistics Basics: A Resource Guide for Healthcare Managers
- HCPro, Jun 2007
Statistics
for Health Policy & Administration Using Microsoft Excel
- Oct 2003
Statistics
for the Behavioral Sciences, 7e - May 2006
Strategic Marketing For Health Care Organizations
- Apr 2008
Stop Rising
Healthcare Costs Using Toyota Lean Production Methods
- ASQ, Jun 2005
Suffer the
Child: How the Health Care System is Failing Our Future
- Sep 2006
Surgical Care
Improvement Project
- HCPro, Aug 2007
Through the Patient's Eyes: Understanding Patient-Centered Care - 2002
To
Improve Health & Health Care: Robert Wood Johnson Foundation
- Dec 2006
(The) Trust Prescription for Healthcare: Building a Reputation
- Mar 2005
Total
Customer Satisfaction: Comprehensive Approach for Health Care
Providers - 1999
Total Health &
Safety for Health Care Facilities: Catalyzing Improvements
- AHA, Aug 2006
Tracer
Methodology: Frontline Strategies, Prepare for JCAHO Survey -
HCPro, May 2006
Tracer Methodology: Tips & Strategies
- JCAHO, Sep 2007
Tracking
Mental Health Outcomes - 2001
Transforming Health Care Management: Integrating Technology
Strategies - Feb 2008
Transparency Success Stories: Hospitals Boost Patient Satisfaction &
Quality of Care - HCPro, Aug
2007
(The)
Trust Crisis in Healthcare -
Sep 2006
(The) Trust Prescription for Healthcare: Building a Reputation
- ACHE, Mar 2005
Understanding
Health Care Outcomes Research
- Oct 2006
Understanding Health Literacy
- AMA, Dec 2004
Using
Multivariate Statistics, 5e
-
Feb 2006
Using
Performance Improvement Tools in Health Care Settings, 3e
- JCAHO, Jun 2006
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 JCAHO resources, click
here.
We have gift
ideas for your valued physicians, associates & leaders.
Other recommended books
here.
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