The Baptist Health Care Journey to Excellence: Creating a Culture that WOWs!

Good and easy to read about Changes that was brought in the diverse healthcare environment which lead to an excellent organizational transformation

Al does a great job of providing a convincing outline for a formula to improve customer satisfaction and then comes behind and shows you step by step how they did it. I found it easy to read and extremely applicable to real life. It is a must read for any hospital executive and leadership team.

Although based on a case from nearly twenty years ago, the principles and processes are still spot on for leaders, administrators and other "people who want to make it better." When someone plays a pivotal role in taking a hospital system from the bottom twenty percent to the top ten percent (and even higher) in less than a year, I think what that person has to say is worth hearing. The organization is sensible and the lessons are drawn clearly.What I found to be one of the greatest nuggets: "We improved customer satisfaction by focusing first on employee satisfaction."Anyone interested in Continuous Quality Improvement (CQI) should definitely read this book. At least twice...

I bought this book for the director of marketing of our local hospital. She says it is now her "bible". She was thrilled. Thank you so much for this wonderful book. I have

Entertaining and easy read. Has changed my entire perspective on what health care should look like.

Very Happy

Still waiting for the hard copy... the electronic copy was not useable. The idea is a good one the execution is not up to par. Most other eBook sites offer an option for Adobe (.pdf) format so it can be viewed while off line, Amazon does not. You can only view or print a single page at a time with Amazon, also not very useful.

Great book, well written. Hard to argue with their results. Many practical ideas.

Don't let the title put you off. This book is full of inspiration and pointers to show you how to take your organisation from mediocre to excellent. Easy to read you'll find lots of information to use. I loved it and have recommended it to many friends in management and leadership positions.