Several new books have recently been added to the Leadership Collection. Please contact Deb Knippel if you would like to check out any of these new materials or existing books.
The HCAHPS Handbook: Tactics to improve Quality and the Patient Experience by Lyn Ketelsen, RN, MBA; Karen Cook, RN, and Bekki Kennedy. This is an updated and revised edition.
Own the Gap: Building a Team-Based Daily Kaizen Culture by Mike Martyn and Bryan Crowell
Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior by Kerry Patterson, Joseph Grenny, David Maxfield, Ran McMillan, and Al Switzler. This is the updated second edition of Crucial Confrontations.
Service Excellence is as Easy as PIE (Perception Is Everything) by Liz Jazwiec. Liz Jazwiec also wrote Eat That Cookie! and Hey Cupcake! We Are All Leaders and has been a keynote speaker for our Clinical Conferences