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Patients Come Second: Leading Change by Changing the Way You Lead Hardcover – Mar 19 2013

4.5 out of 5 stars 2 customer reviews

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Product details

  • Hardcover: 208 pages
  • Publisher: An Inc. Original (March 19 2013)
  • Language: English
  • ISBN-10: 0988842807
  • ISBN-13: 978-0988842809
  • Product Dimensions: 14.5 x 1.8 x 21.8 cm
  • Shipping Weight: 363 g
  • Average Customer Review: 4.5 out of 5 stars 2 customer reviews
  • Amazon Bestsellers Rank: #122,058 in Books (See Top 100 in Books)
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Product description

Book Description

No business can effectively take care of its customers before it takes care of its employees. Healthcare is no different—and that’s why patients have to come second.

A provocative approach to increase patient loyalty and satisfaction. In Patients Come Second, authors Spiegelman and Berrett argue that in order to care for and retain patients, leaders in healthcare must first find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. Though the traditional model puts the patients (or sometimes financials) first, healthcare employees must want to provide great service to their patients, and the authors bolster their case by revealing a direct correlation between employee loyalty and customer loyalty.

A timely, transformative look at healthcare leadership. With continuing changes on the horizon, the pressure on healthcare leaders to acquire and keep patients will only increase. This unique book shows leaders how they can handle this pressure by guiding their employees in a way that imbues their work with a higher purpose, gives them a true desire to help patients, and equips them with the tools to become leaders themselves.

Experienced but approachable authors. Paul Spiegelman, founder and CEO of a successful patient-experience company, and Britt Berrett, president of an 898-bed hospital, are ideal complementary partners to explain the changes needed in healthcare leadership. They have filled each chapter with an abundance of engaging, insightful stories and have written in an often humorous and friendly tone that balances and enhances the urgency of their message. And they share that revolutionary message with audiences around the country through their energetic, interactive presentations.


About the Author

Paul Spiegelman is founder and CEO of The Beryl Companies, which includes—among others—BerylHealth, a technology-focused patient experience company, and The Circle, a training company that helps businesses enhance employee engagement. BerylHealth has won nine “best place to work” awards, and in 2010, Spiegelman was honored with the Ernst & Young Entrepreneur of the Year award. He is a sought-after speaker and author on executive leadership, corporate culture, and employee engagement. His views have been published in Entrepreneur, the Dallas Morning News, Inc., and many other publications.

Britt Berrett, a passionate advocate for excellence in healthcare, serves as president of Texas Health Presbyterian Hospital Dallas, where, he oversees strategic planning and operations, guiding the hospital in its mission to improve the health of the people in the community it serves. In 2007 U.S. News and World Report recognized Texas Health Dallas as a best hospital in the digestive disorders, orthopedics, and neurology and neurosurgery specialties. Texas Health Dallas also received the Magnet Recognition Program Award for excellence in nursing services from the American Nurses Credentialing Center. In addition to his role at the hospital, Berrett also serves as an executive vice president of Texas Health Resources.



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HALL OF FAMETOP 50 REVIEWERon May 22, 2013
Format: Hardcover
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on July 5, 2014
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Amazon.com: 4.6 out of 5 stars 151 reviews
5.0 out of 5 starsGreat book
on March 21, 2017 - Published on Amazon.com
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2 people found this helpful.
5.0 out of 5 starsInspirational
on June 5, 2016 - Published on Amazon.com
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One person found this helpful.
5.0 out of 5 starsThe Key to Improved Patient Care AND Financial Success.
on June 4, 2013 - Published on Amazon.com
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One person found this helpful.
4.0 out of 5 starsWorth Buying
on August 11, 2016 - Published on Amazon.com
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2 people found this helpful.
5.0 out of 5 starsgreat look at employee engagement
on September 22, 2014 - Published on Amazon.com
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