A valuable tool for any health care leader dedicated to improving the quality of care and enhancing patient satisfaction. Combining theory and discussion with a practical 'action plan' format, Sherman challenges the reader to think about solutions, not just ideas. --Irwin Press, president, Press, Ganey Associates, Inc. Whether you're a CEO, a caregiver, or simply someone who cares about the results of service initiatives, you'll find plenty of great ideas in this book. --Mark C. Clement, president and CEO, Holy Cross Hospital, Winner, 1994 AHA Great Comebacks Award, 1996 International Enterprise Award for Customer Satisfaction, 1998 Global Best Practices Award for Customer Service Total Customer Satisfaction reports on the breakthrough methods used by awarding winning hospitals and health care organizations to achieve top-rated national status in customer satisfaction. Learn from top experts in the field of how to create and implement total customer satisfaction tactical plan that will boost customer satisfaction ratings in your health care organization.