Mary P. Malone's Books

Making It Right

Healthcare Service Recovery Tools, Techniques, and Best Practices

By: Paul Alexander Clark,Mary P. Malone

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Making It Right

Healthcare Service Recovery Tools, Techniques, and Best Practices

By: Paul Alexander Clark,Mary P. Malone

HCPro and Press Ganey are proud to introduce "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices." It is a unique and authoritative resource and training tool to increase patient satisfaction . . . and improve your bottom line.What do you do when healthcare service fails? How should you react when a patient complains or expresses concern? It's one thing to make a mistake. It's another to add insult to injury by neglecting to address the problem, or by responding inappropriately. In fact, the way your organization reacts when something goes wrong profoundly affects your patients' overall healthcare experience, and ultimately their satisfaction with your facility.The success of any healthcare facility depends on an effective service recovery system. Failure to resolve a patient's problem--whether real or perceived--or to make amends will result in an unhappy patient--and a possible lawsuit. Fortunately, it is possible to mitigate the impact of flawed healthcare service. By exceeding expectations in the way you address the situation, you can re-capture the loyalty of a wronged patient, and send your patient satisfaction scores through the roof.The definitive service recovery guide Introducing "Making it Right: Healthcare Service Recovery Tools, Techniques, and Best Practices," an indispensable service recovery guide made possible by a unique partnership between HCPro and Press Ganey. Rely on this dependable, authoritative resource to create, implement and maintain a service recovery program that achieves: high patient satisfaction profitable financial returns regulatory compliance measurable results This must-have guide uses valuable real-life, world-class case studies to illustrate essential service recovery principles. Readers will benefit from these compelling examples of how other healthcare organizations have created successful programs to enhance their service recovery and improve patient satisfaction.From Press Ganey--the thought leaders in patient satisfaction "Making it Right"draws on the expertise and experiences of Press Ganey Consultants and clients. Press Ganey, the premier vendor of performance measurement and improvement in healthcare, has compiled a mountain of industry best practices and analyzed the best service recovery programs in the country. You'll benefit from this insider information, as Press Ganey Consultants take you step-by-step through the process of creating an effective service recovery program. With "Making it Right," you'll have the tools and information you need to transform your organization from one that avoids complaints, to an organization that is empowered, patient-centered, and ready to handle service failures.Innovative multimedia makes staff training a pleasure Along with your informative guide, you'll also receive a DVD full of training clips for your staff. These clips depict realistic scenarios of typical patient complaints, as well as effective staff responses and solutions to these problems. You'll also find interactive evaluations, planning documents, do-it-yourself databases, and other important tools-of-the-trade conveniently located on the accompanying CD-ROM.Order your copy today With "Making it Right" you'll not only increase your patient satisfaction scores and encourage positive word of mouth, you'll also improve your organization's bottom line.About Press Ganey: Press Ganey is the healthcare industry's largest independent vendor of satisfaction measurement and improvement services. They specialize in producing tested and reliable satisfaction surveys, comprehensive management reports, and national comparative databases to monitor customer (patient, resident and employee) satisfaction in healthcare delivery systems. Press Ganey--founded in 1985 and headquartered in South Bend, Indiana--serves approximately 6,000 health care facilities, which includes 1,454 hospitals or more

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Page Count

220

Publisher

HC Pro, Inc.

Published Date

ISBN 10

1578397243

ISBN 13

9781578397242

To Work for the Whole People

John Ireland's Seminary in St. Paul

By: Mary Christine Athans

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To Work for the Whole People

John Ireland's Seminary in St. Paul

By: Mary Christine Athans

An in-depth history of the seminary of the Archdiocese of St. Paul/Minneapolis, from the time of its founding by Archbishop John Ireland.

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Page Count

574

Publisher

Paulist Press

Published Date

ISBN 10

0809105454

ISBN 13

9780809105458

Writing Her Own Life

Imogene Welch, Western Rural Schoolteacher

By: Mary Clearman Blew,Imogene Welch

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Writing Her Own Life

Imogene Welch, Western Rural Schoolteacher

By: Mary Clearman Blew,Imogene Welch

Diaries of an unmarried schoolteacher in World War II-era Montana ranch towns and small Washington cities capture rural life and the steadfast tenacity of an independent woman.

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Page Count

284

Publisher

University of Oklahoma Press

Published Date

ISBN 10

0806135816

ISBN 13

9780806135816

Mississippi Quilts

By: Mary Elizabeth Johnson

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Mississippi Quilts

By: Mary Elizabeth Johnson

These examples evince both the art and the craft during a golden age of handcrafting, from the early 1800s until 1946, a time before the widespread use of motorized sewing machines, synthetic fabrics, and prefabricated batting."--BOOK JACKET.

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Page Count

246

Publisher

Univ. Press of Mississippi

Published Date

ISBN 10

1578063582

ISBN 13

9781578063581

Hope in Hard Times

New Deal Photographs of Montana, 1936-1942

By: Mary Murphy

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Hope in Hard Times

New Deal Photographs of Montana, 1936-1942

By: Mary Murphy

Arthur Rothstein, Russell Lee, John Vachon, and Marion Post Wolcott became some of the United States' best-known photographers through their pictures of Depression-era America. Their assignment, as one of their associates described it, was to have "a long look at the whole vast, complicated rural U.S. landscape with all that was built on it and all those who built and wrecked and worked in it and bore kids and dragged them up and played games and paraded and picnicked and suffered and died and were buried in it." In Montana the four photographers traveled to forty of the state's fifty-six counties, creating a rich record of the many facets of the Depression and recovery: rural and urban, agricultural and industrial, work and play, hard times and the promise of a brighter future. The photographers captured the dignity of Montanans as they struggled to scratch out livings from dried-up fields, nurture families in the shadows of Butte head frames, and foster communities on the vast expanses of the northern plains. Hope in Hard Times, features over 140 Farm Security Administration photographs to illustrate the story of the Great Depression in Montana and the experiences of the photographers who documented it. Today these striking images, from cities like Butte to small towns like Terry, present an unforgettable portrait of a little-studied period in the history of Montana. Selected from the Farm Security Administration Collection at the Library of Congress in Washington, D.C., the photographs in Hope in Hard Times offer viewers an unparalleled look at life in Montana in the years preceding the United States' entry into World War II.

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Page Count

260

Publisher

Montana Historical Society

Published Date

ISBN 10

0917298810

ISBN 13

9780917298813

Clinical Nutrition for Surgical Patients

By: Mary Marian,Scott A. Shikora,Mary Russell

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Clinical Nutrition for Surgical Patients

By: Mary Marian,Scott A. Shikora,Mary Russell

Clinical Nutrition for Surgical Patients, Third Edition, is the most comprehensive resource available for practitioners who offer interdisciplinary nutrition care to surgical patients. This reference begins with a through review of the basics of medical nutrition therapy for surgical patients, including nutritional assessment, the role of surgical diets, and the indications and contraindications for specialized nutrition support. Subsequent chapters, written by experts in the field, address specific medical and surgical conditions and disease states that present specific challenges with provision of nutrition support. All recommendations are evidence-based and can be applied to clinical practice. The latest nutrition support techniques are described and their roles in managing many types of surgical patients are outlined. Any clinician caring for surgical patients will benefit from the wealth of current information provided in this text.

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Page Count

392

Publisher

Jones & Bartlett Learning

Published Date

ISBN 10

0763738816

ISBN 13

9780763738815

Clinical Nutrition for Oncology Patients

By: Mary Marian,Susan Roberts

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Clinical Nutrition for Oncology Patients

By: Mary Marian,Susan Roberts

Clincial Nutrition for Oncology Patients provides clinicians who interact with cancer survivors the information they need to help patients make informed choices and improve long-term outcomes. This comprehensive resource outlines nutritional management recommendations for care prior to, during, and after treatment and addresses specific nutritional needs and complementary therapies that may be of help to a patient. This book is written by a variety of clinicians who not only care for cancer survivors and their caregivers but are also experts in the field of nutritional oncology. Important Notice: The digital edition of this book is missing some of the images or content found in the physical edition.

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Page Count

480

Publisher

Jones & Bartlett Publishers

Published Date

ISBN 10

1449617727

ISBN 13

9781449617721

Daily Life on the Nineteenth Century American Frontier

By: Mary Ellen Jones

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Daily Life on the Nineteenth Century American Frontier

By: Mary Ellen Jones

The nineteenth century American frontier comes alive for students and interested readers in this unique exploration of westward expansion. This study examines the daily lives of ordinary men and women who flooded into the Trans-Mississippi West in search of land, fortune, a fresh start, and a new identity. Their daily life was rarely easy. If they were to survive, they had to adapt to the land and modify every aspect of their lives, from housing to transportation, from education to defense, from food gathering and preparation to the establishment of rudimentary laws and social structures. They also had to adapt to the Native Americans already on the land—whether through acculturation, warfare, or coexistence. Jones provides insight into the experiences that affected the daily lives of the diverse people who inhabited the American frontier: the Native Americans, trappers, explorers, ranchers, homesteaders, soldiers and townspeople. This fascinating book gives a sense of the extraordinary ordinariness of surviving, prospering, failing, and dying in a new land; and explores how these westering Americans inevitably displaced those already bound to the land by tradition, culture, and religion. A wealth of illustrations complement the text of this easy-to use reference.

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Page Count

286

Publisher

Bloomsbury Publishing USA

Published Date

ISBN 10

1573566640

ISBN 13

9781573566643

Girl from the Gulches

The Story of Mary Ronan

By: Mary Ronan,Margaret Ronan

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Girl from the Gulches

The Story of Mary Ronan

By: Mary Ronan,Margaret Ronan

An account of one woman's life in the West during the second half of the nineteenth century from growing up on the Montana mining frontier to her ascent to young womanhood on a farm in southern California.

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Page Count

268

Publisher

Montana Historical Society

Published Date

ISBN 10

0917298977

ISBN 13

9780917298974

Book's by Mary P. Malone

Making It Right

Making It Right

To Work for the Whole People

To Work for the Whole People

Writing Her Own Life

Writing Her Own Life

Mississippi Quilts

Mississippi Quilts

Hope in Hard Times

Hope in Hard Times

Clinical Nutrition for Surgical Patients

Clinical Nutrition for Surgical Patients

Clinical Nutrition for Oncology Patients

Clinical Nutrition for Oncology Patients

Daily Life on the Nineteenth Century American Frontier

Daily Life on the Nineteenth Century American Frontier

Girl from the Gulches

Girl from the Gulches

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