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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 2007New!
 (The) 1st Annual Crossing The Quality Chasm Summit: Focus On Communities - Sep 2004
A3 Problem Solving for Healthcare: A Practical Method for Eliminating Waste - Jun 2007New!
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
(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 2008New!
 (The) Best Practice: How the New Quality Movement is Transforming Medicine - Aug 2008New!
 Beyond the Gift Shop: Boost Revenue, Your Brand & Patient Satisfaction - ACHE, Jan 2009New!
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
 Case Management - see our complete Case Management resource list here
 (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
 A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong - Aug 2008New!
Continuous Quality Improvement in Health Care, 3e - Aug 2005
 Core Curriculum for Quality Management - ACMQ, Feb 2005
 Critical Test Results Troubleshooter: Practical Strategies & Tools - Aug 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 - Oct 2002
Customer-Driven Healthcare: QFD for Process Improvement & Cost Reduction - ASQ, 2000
 Customer Service in Health Care: A Grassroots Approach - Jun 2000
 Data Sanity: A Quantum Leap to Unprecedented Results - MGMA, Apr 2009New!
Decision Making for Improved Performance - May 2004
Design for Six Sigma for Service - Jun 2004
Designing & Conducting Health Surveys, 3e - Apr 2006
 Discharge Planning Handbook for Healthcare - Aug 2008New!
Disease Management: Systems Approach to Improving Patient Outcomes - 2001
 Engage! A Guide to Involving Your Consumers in Their Health - HCPro, Dec 2007New!
 Engagement Strategies in Health & Disease Management: Best Practices - HCPro, May 2007New!
 Engaging Patients as Safety Partners: Guide for Reducing Errors & Improving Satisfaction - AHA, Jun 2008New!
Enterprise Process Mapping - ASQ, Dec 2004
Escape Fire: Designs for the Future of Health Care - Nov 2003
Essentials for Great Patient Experiences: No-Nonsense Solutions with Gratifying Results - AHA, May 2008New!
 Essentials for Great Personal Leadership: No-Nonsense Solutions with Gratifying Results - AHA, May 2008New!
Evaluating the Healthcare System: Effectiveness, Efficiency, Equity, 3e - Jul 2004
Evaluation & Decision Making for Health Services - 2005
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
 Getting the Board on Board: What Your Board Needs to Know about Quality & Patient Safety - The Joint Commission, 2007New!
 Going Lean: Busting Barriers to Patient Flow - ACHE, Nov 2007New!
 Gold Standard Management: The Key to High-Performance Hospitals - ACHE, Oct 2007New!
 (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
 Health Care in the New Millennium: Vision, Values, Leaders - 2002
Health Care Operations Management: Quantitative Approach - Aug 2007New!
 Healthcare Outcomes Management: Strategies for Planning & Evaluation - Mar 2006
 Healthcare Price, Cost & Utilization Benchmarks - HCPro, current & up-to-dateNew!
 (The) Healthcare Quality Book: Vision, Strategy & Tools, 2e - ACHE, ASQ, Nov 2008 New!
 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
If Disney Ran Your Hospital: Things You Would Do Differently - May 2004
Implementing Outcome-Based Homecare - Aug 2004
Improving Healthcare Quality & Cost with Six Sigma - Apr 2007New!
 Improving Healthcare Using Toyota Lean Production Methods, 2e - ASQ, May 2007New!
 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
I'm Sorry to Hear That: Real Life Responses to Patients' Complaints About Health Care - Jan 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 - 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
Leadership for Smooth Patient Flow - ACHE, Jan 2007New!
Leading Your Healthcare Organization to Excellence: Using the Baldrige Criteria - Dec 2004
(A) Lean Guide to Transforming Healthcare: How to Implement Lean Principles - Jan 2006
 Lean Healthcare: 5 Keys for Improving the Workplace Environment, 2e - Dec 2006
 (The) Lean Healthcare Pocket Guide - Jan 2006
 Lean Hospitals: Improving Quality, Patient Safety & Employee Satisfaction - Aug 2008New!
 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 2008New!
 Management Lessons from Mayo Clinic - May 2008New!
 (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, 2e - Sep 2007New!
 MDS - for minimum data set resources for CMS, see coding resources
Measuring & Improving Patient Satisfaction - 2000
Measuring Health, 3e - Nov 2004
Measuring Health Care: Using Quality Data for Operational, Financial & Clinical Improvement - Sep 2006
 Measuring Physician Competency: Collect, Assess & Provide Data, 2e - HCPro, Nov 2007New!
 Measuring Quality Improvement in Healthcare - ASQ, Nov 2001
Medical Quality Management: Theory & Practice - ACMQ, Feb 2009New!
Medicare's Physician Quality Reporting Initiative & Beyond - 2007New!
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
 Nurse Practitioner's Business Practice & Legal Guide, 3e - Aug 2007New!
 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 - Feb 2005
 Overcoming Performance Measurement Challenges in Hospitals - JCAHO, May 2005
Paradox and Imperatives in Health Care: Efficiency, Effectiveness & E-Transformation - Dec 2007New!
Patient Advocacy for Health Care Quality: Strategies for Achieving Patient-Centered Care - Jul 2007New!
 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, 2e - HCPro, May 2009
Performance Improvement: Winning Strategies for Quality & Joint Commission Compliance, 4e - HCPro, Nov 2008New!
 Performance Measurement: Accelerating Improvement - Jul 2006
 Physician Entrepreneurs: The Quality Patient Experience - HCPro, Sep 2008New!
 Physicians' Guide to Implementing Medicare's Physician Quality Reporting Initiative - AMA, Aug 2008New!
 (The) Pittsburgh Way to Efficient Healthcare: Improving Patient Care - Dec 2007New!
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
 Practical Guide to Core Measures Improvement - HCPro, Mar 2009New!
 (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
 Putting Patients First: Designing & Practicing Patient-Centered Care, 2e - Oct 2008 New!
 Quality & Performance Improvement in Healthcare, 3e - AHIMA, Jan 2007New!
Quality By Design: A Clinical Microsystems Approach - Mar 2007New!
 (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 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
Quantitative Methods in Health Care Management, 2e - May 2009New!
 Raising the Bar on Service Excellence: Health Care Leader's Guide - Jul 2008New!
 Reinventing the Patient Experience: Strategies for Hospital Leaders - ACHE, Sep 2007New!
 Resolving Patient Complaints: Effective Service Recovery, 2e - Mar 2004
Results That Last: Hardwiring Behaviors That Will Take Your Company to the Top - Nov 2007New!
 Rewarding Provider Performance: Aligning Incentives in Medicare - Jan 2007New!
Risk Adjustment for Measuring Healthcare Outcomes, 3e - Aug 2003
Risk Management Books - please see our risk management resources here
 Root Cause Analysis Basics: A Resource Guide for Healthcare Managers - HCPro, Jul 2008New!
 Root Cause Analysis: Simplified Tools & Techniques, 2e - ASQ, Jun 2006
 (The) Satisfied Patient: Guide to Preventing Malpractice Claims, 2e - HCPro, Jul 2007New!
SBAR Basics: A Resource Guide for Healthcare Managers - HCPro, Sep 2008New!
 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 2007New!
 Statistics Basics: A Resource Guide for Healthcare Managers - HCPro, Jun 2007New!
 Statistics for Health Policy & Administration Using Microsoft Excel - Oct 2003
Statistics for the Behavioral Sciences, 8e - Dec 2008New!
 Strategic Marketing For Health Care Organizations - Apr 2008New!
 Streamlining Health Care Operations: How Lean Logistics Can Transform - 2001
Suffer the Child: How the Health Care System is Failing Our Future - Sep 2006
 Surgical Care Improvement Project - HCPro, Aug 2007New!
 Through the Patient's Eyes: Understanding Patient-Centered Care - 2002
To Improve Health & Health Care: Robert Wood Johnson Foundation - Dec 2008New!
 (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
 (The) Toyota Way to Healthcare Excellence - ACHE, May 2008New!
 (The) QI/QM Troubleshooter: Guide to CMS - HCPro, Jun 2006
Tracer Methodology: Frontline Strategies, Prepare for JCAHO Survey - HCPro, May 2006
Tracking Mental Health Outcomes - 2001
 Transforming Health Care Management: Integrating Technology Strategies - Feb 2008New!
 Transparency Success Stories: Hospitals Boost Patient Satisfaction & Quality of Care - HCPro, Aug 2007New!
 (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
 Wendy Leebov's Essentials for Great Patient Experiences: No-Nonsense Solutions - AHA, May 2008New!
 Wendy Leebov's Essentials for Great Personal Leadership: No-Nonsense Solutions - AHA, May 2008New!
 What Top-Performing Healthcare Organizations Know: 7 Proven Steps for Accelerating and Achieving Change - ACHE, Nov 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 JCAHO resources, click here.
We have gift ideas for your valued physicians, associates & leaders.
Other recommended books here.

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