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INFUSION Magazine

CUSTOMER SERVICE/SATISFACTION

Adair D. Boosting sales in a slumping economy: An effective sales plan can carry providers through tough times. 2010:16(1);25-9.

Barrell JM. Apples to apples: The complexities of health care outcomes reporting. 2000;6(7):15-24.

Barrell JM. Surviving managed care: People science pays off. 2000;6(9):17-20.

Barrell JM. Customer service: It's everyone's job. 2001;7(4):39-41.

Chamallas S. Consulting: Objectivity is 20/20. 2001;7(7):36-9.

Clute N. Getting a grip on customer service. 1996;2(5):21-23.

Counce J. Beyond bedside manner: Supporting the emotional needs of patients receiving alternate-site infusion therapy. 2011; 17(5):12-19.

Counce J. The secret to patient satisfaction isn't just what providers do—It's how they do it! 2011; 17(5):28-34.

Counce J. Always on duty combining dedication and emergency preparedness to endure "super storm Sandy." 2013;19(2):20-8.

Dillon LR. Measuring customer satisfaction: Three sins and how to avoid them.2007:13(4);44-47.

Dillon LR. Urgency: The enemy of importance.2007:13(5);44-6.

Dillon LR. Leading from the middle.2007:13(6);45-7.

Dobies C. Outcomes programs: They're not just for JACHO anymore. 1998;4(11):30-33.

Doyen C, Prosch J, Taylor C, Whitley C, Sorgen P, and Ulz J. Measuring the impact of home infusion on patient outcomes and quality of life. 2014;20(3):46-52.

Franklin DM. The dollars and cents of customer service. 2003;9(1):42-5.

Garst R. Continuous performance improvement: Getting extraordinary results from ordinary data. 2010:16(1);18-23.

Gast-Whitaker C and Hill R. Mastering the fundamentals of Lean Sigma principles. 2014;20(4):34-44.

Gloude C, Kunzendorf C, Selfridge J, Kluge S, and Dellamorte Bing C. Strategies to reduce late deliveries in home infusion: A performance improvement initiative. 2015;21(3):44-52.

Hohl D. Designing a customer satisfaction program: The nuts and bolts. 1995;2(1):28-31.

Hohl D. Collecting and analyzing customer satisfaction data. 1995;2(3):16-20.

Kaplan LK. Lives distrupted: Coping with Bayer Direct. 1999;6(3):42-4.

Kaplan LK. Bayer Responds. 2000;6(4):30.

Kaplan LK. Bayer direct update: Patient advocacy groups speak out. 2000;6(7):12-4.

Lally H. Building a Therapy-Focused Sales Program. 2011; 17(1):30-7.

Massari A. Compassion as a healing tool. 2011; 17(5):20-1.

Mohn-Appel H. Throw me a line: Tech support from the front lines. 2000;6(5):10-3.

Prosch J. Make each member of your team a champion of patient experience scores. 2012; 18(5):8-11.

Rigas M. Patients in need—Leveraging patient assistance programs to ethically improve access to care. 2010; 16(6):17-23.

Rollins G. The nurse pharmacist connection. 2000;6(6):15-8.

Sullivan C. NHIA takes on patient satisfaction project. 2016;22(4):17.

Tzaferos S. The value of good customer service.2007:13(2);30-3.