e-Booklet (PDF file format) containing six significant articles on leadership along with a resource section and links to related leadership information sources. Articles were selected by H&HN OnLine’s editor from a year’s worth of H&HN OnLine content. [H&HN OnLine is a highly acclaimed weekly e-newsletter from the editors of Hospitals & Health Networks and is subscribed to by 24,000 hospital executives and senior management.]

Catalog no: 001122
Member Price: $25.00
Non-member Price: $25.00
Click here for more information and to order

e-Booklet (PDF file format) containing six significant articles on leadership along with a resource section and links to related leadership information sources. Articles were selected by H&HN OnLine’s editor from a year’s worth of H&HN OnLine content. [H&HN OnLine is a highly acclaimed weekly e-newsletter from the editors of Hospitals & Health Networks and is subscribed to by 24,000 hospital executives and senior management.]

Catalog no: 001123
Member Price: $25.00
Non-member Price: $25.00
Click here for more information and to order

e-Booklet (PDF file format) containing six significant articles on leadership along with a resource section and links to related leadership information sources. Articles were selected by H&HN OnLine’s editor from a year’s worth of H&HN OnLine content. [H&HN OnLine is a highly acclaimed weekly e-newsletter from the editors of Hospitals & Health Networks and is subscribed to by 24,000 hospital executives and senior management.]

Catalog no: 001124
Member Price: $25.00
Non-member Price: $25.00
Click here for more information and to order

Better CEO-Board Relations: Practical Advice for a Successful Partnership

Karen Gardner, editor

Among all the duties health care boards must oversee and execute, none is more critical to the organization's long-term success than the working relationship with the CEO. It has the greatest impact on the board's ability to fulfill its fiduciary duty and mission to the community. This book provides examples of how to create, sustain and evolve that relationship to become the kind of forward-thinking leadership team that encourages new ideas and challenging debate.

The best boards and CEOs function as a synergistic team, striking an optimal balance between setting and executing organizational policy. This book can help you create that synergy, find that balance and improve communication between the board and the CEO, learn how to brainstorm innovations, change unproductive patterns, and habits, and foster new levels of mutual trust and respect.

Better CEO-Board Relations has gathered 15 of the best recent articles from Trustee magazine, covering the CEO-board life cycle, from CEO recruitment to executive compensation, and addressing communication, leadership and the board chair-CEO relationship along the way. You'll not only benefit from the perspectives of many health care governance and leadership experts, but also find advice that applies to the particular issues and challenges facing your board.

AHA Order Number: 196901
ISBN: 978-1-55648-341-7
Member Price: $36.00 Each
Non-member Price: $45.00 Each
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An Implementation Guide to Integrative Health Care

Doris Milton, PhD, RN, Samuel Benjamin, MD

Alternative and complementary therapies--including acupuncture, homeopathy, herbal medicine, osteopathy, massage therapy, chiropractic, biofeedback, and others--continue to gain popularity. A number of these therapies have been recognized by physicians, nurses and other mainstream health care providers as providing a positive impact on the health of their patients. Integrating these therapies and their practitioners into a traditional clinical environment can be a challenge for health care leaders who are unsure how to begin.

• Complementary & Alternative Therapies includes:Overviews of alternative and complementary healing systems and practices
• Stand-alone and collaborative models of integrative health care projects
• ssues surrounding goals and objectives for planning integrative care
• Key factors for consideration during implementation
• Methods of project evaluation, including data collection and analysis
• Business and financial aspects of developing an integrated environment Complementary and Alternative Therapies offers realistic analysis, practical information, and strategies that administrators, managers, and project directors can use throughout all phases of an integrative health care effort.

Catalog No: 067107
ISBN: 1-55648-252-3
ISBN: 978-1-55648-252-6
Paperback, 172 pages, 5 -1/2 x 8-1/2
Member Price: $32.00
Non-member Price: $40.00
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Practical Strategies to Retain Today’s Workforce!

Jo Manion, Ph.D.

Attract and Retain the Health Care Employees You Deserve A new hard-working guide shows you how to develop strong retention practices rooted in documented research, evidence-based strategies and get results fast. Current and pending workforce shortages top the list of concerns of health care executives and managers as baby boomers near retirement and the much smaller cohort of GenXers and Nexters enter the workplace. How do you get good people? How do you keep good people? And, as importantly, how do you keep existing employees fully engaged and committed to their work and the organization?

Catalog No. 088177
ISBN: 1-55648-321-X
9781556483219
Hardcover, 2005, 342 pages, 6x9
Member Price: $67.00
Non-member Price: $84.00
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Engaging Patients as Safety Partners

A Guide for Reducing Errors and Improving Satisfaction

Patrice L. Spath, Editor

This book aids health care professionals in understanding how patients and families can partner with practitioners to reduce medical errors and how practitioners can mitigate the effects of mistakes when they do occur. This book also provides valuable advice on how to surmount legal concerns associated with patient/practitioner collaboration.

Catalog No. 181203
ISBN:  978-1-55648-353-0
ISBN: 1-55648-353-8
Softcover, 2008, 325 pages, 6 x 9
Member Price: $66.00
Non-Member Price: $74.00
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An essential reference book every health care provider organization or accounting consultancy must have!

Designed to meet the specific needs of financial professionals responsible for ensuring the administration and documentation of their health care organization’s capital investments.

Estimated Useful Lives provides clear and concise estimates of the useful life span of hundreds of capital items commonly acquired for the delivery of health care services. It offers reference tables with data for nine primary categories of capital investments: Buildings, Building components, Fixed equipment, Building services equipment, Administrative departments, Nursing departments, Diagnostic equipment, Treatment equipment, Support departments

Catalog No: 061174
ISBN: 1-55648-319-8
ISBN: 9781556483196
Member Price: $32.00
Non-member Price: $45.00
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Roger A Ritvo, Joal D Ohlsen, M.D. and Thomas P. Holland, Ph.D.

A timely guide that provides practical help for establishing effective, accountable governance within an ethical framework. Ethical Governance in Health Care helps boards of trustees and CEOs navigate their leadership roles in response to the changing legal, moral, and ethical climate in health care organizations. This book will helps restore the high ethical values and public confidence health care institutions have traditionally enjoyed.

Catalog No: 196147
ISBN: 1556483201
Member Price: $46.50
Non-member Price: $58.00
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ICD-9-CM Coding Handbook with Answers

The ICD-9-CM Coding Handbook is the only guide published in collaboration with the Central Office on ICD-9-CM of the American Hospital Association—the official industry body that prepares the AHA Coding Clinic® for ICD-9-CM.

Faye Brown’s ICD-9-CM Coding Handbook helps coders understand the principles behind the classification system so they can apply the official coding advice found in the three volumes of the ICD-9-CM Coding Manual. Academic and in-service instructors can easily arrange course outlines and study exercises around Handbook chapters to train new and experienced coders. Each Handbook contains 100-plus basic exercises and review questions that allow coders to practice coding skills. An additional 269 case summary exercises, based on real patient records, plus official 2009 code changes covering pain management, pressure ulcers, ventilator associated pneumonia, POA requirements, etc, have been added in this edition. Additional instructor training aids and an expanded reference section make this a uniquely effective training tool. A free, 60-minute audio presentation on Handbook highlights by Nelly Leon-Chisen, RHIA, is offered to purchasers, along with other instructor resources.

Catalog no: 148036
ISBN: 978-1-55648-354-7
Member Price: $79.95
Non-Member Price: $89.95
approx. 720 pages, softcover, 8.5" x 11"
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ICD-9-CM Coding Handbook without Answers

The ICD-9-CM Coding Handbook is the only guide published in collaboration with the Central Office on ICD-9-CM of the American Hospital Association—the official industry body that prepares the AHA Coding Clinic® for ICD-9-CM.

Faye Brown’s ICD-9-CM Coding Handbook helps coders understand the principles behind the classification system so they can apply the official coding advice found in the three volumes of the ICD-9-CM Coding Manual. Academic and in-service instructors can easily arrange course outlines and study exercises around Handbook chapters to train new and experienced coders. Each Handbook contains 100-plus basic exercises and review questions that allow coders to practice coding skills. An additional 269 case summary exercises, based on real patient records, plus official 2009 code changes covering pain management, pressure ulcers, ventilator associated pneumonia, POA requirements, etc, have been added in this edition. Additional instructor training aids and an expanded reference section make this a uniquely effective training tool. Additonal instructor resources are also available.

AHA Order Number: 148037
ISBN: 978-1-55648-355-4
Member Price: $72.95
Non-Member Price: $82.95
approx. 656 pages, softcover, 8.5" x 11"
Click here for more information and to order

• Contains the latest official ICD-9-CM coding guideline and code changes
• The most widely used publication for teaching entry-level and experienced coders
• Includes Central Office advice on ICD-10-CM and ICD-10-PCS

Authoritative Central Office Content

The ICD-9-CM Coding Handbook is the only guide published in collaboration with the Central Office on ICD-9-CM of the American Hospital Association (AHA).The Handbook is the premiere coding textbook in the United States and is designed to be used in conjunction with the three volumes of the ICD-9-CM coding manual.

The Handbook is used for academic and in-service training programs, in-service performance evaluations and individual self-instruction, and it can be used as a workplace reference. Instructors can easily arrange course outlines around Handbook chapters to train new and experienced students. Each Handbook provides 100+ review exercises that describe additional information about a patient’s background or condition, and allow coders to practice their coding skills on examples based on diagnostic statements. The appendix contains official guidelines for coding and reporting.

AHA Order Number: 148033
ISBN: 978-1-55648-343-1
Member Price: $72.00 Each
Non-member Price: $88.00 Each
Click here for more information and to order

• Contains the latest official ICD-9-CM coding guideline and code changes
• The most widely used publication for teaching entry-level and experienced coders
• Includes Central Office advice on ICD-10-CM and ICD-10-PCS

Authoritative Central Office Content

The ICD-9-CM Coding Handbook is the only guide published in collaboration with the Central Office on ICD-9-CM of the American Hospital Association (AHA).The Handbook is the premiere coding textbook in the United States and is designed to be used in conjunction with the three volumes of the ICD-9-CM coding manual.

The Handbook is used for academic and in-service training programs, in-service performance evaluations and individual self-instruction, and it can be used as a workplace reference. Instructors can easily arrange course outlines around Handbook chapters to train new and experienced students. Each Handbook provides 100+ review exercises that describe additional information about a patient’s background or condition, and allow coders to practice their coding skills on examples based on diagnostic statements. The appendix contains official guidelines for coding and reporting.

AHA Order Number: 148032
ISBN: 978-1-55648-342-4
Member Price: $82.00
Non-member Price: $98.00
Click here for more information and to order

Written by Janatha R. Ashton, RHIA, MS, with technical review by the Central Office on ICD-9-CM of the AHA

• Companion workbook for the ICD-9-CM Coding Handbook 2008
• Basic and advanced exercises with accurate answers
• Used in both certificate and HIM courses
• Designed for academic and professional

A proven exercise textbook that can also be used as an ancillary text for certificate program students, for self-instruction, or for reference. It contains hundreds of self-learning exercises based on real health records. The case summary exercise style requires students to consider the patient’s condition as well as all relevant information provided: medical history, reason for admission or encounter, laboratory results, procedures performed, and the diagnoses listed. In all exercises, students must apply pertinent coding principles and official coding guidelines in making code assignments and designating the principal diagnosis and procedure for each episode of care.

Both difficult and less challenging practice drills test the user’s coding skills in a variety of realistic health care settings—from the physician office to inpatient care.

AHA Order Number: 148034
ISBN: 978-1-55648-344-8
Member Price: $42.00 Each
Non-member Price: $52.00 Each
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ICD-9-CM Workbook for Beginning Coders 2008, without Answer Key

Written by Janatha R. Ashton, RHIA, MS, with technical review by the Central Office on ICD-9-CM of the AHA

• Companion workbook for the ICD-9-CM Coding Handbook 2008
• Basic and advanced exercises
• Used in both certificate and HIM courses
• Designed for academic and professional

A proven exercise textbook that can also be used as an ancillary text for certificate program students, for self-instruction, or for reference. It contains hundreds of self-learning exercises based on real health records. The case summary exercise style requires students to consider the patient’s condition as well as all relevant information provided: medical history, reason for admission or encounter, laboratory results, procedures performed, and the diagnoses listed. In all exercises, students must apply pertinent coding principles and official coding guidelines in making code assignments and designating the principal diagnosis and procedure for each episode of care.

Both difficult and less challenging practice drills test the user’s coding skills in a variety of realistic health care settings—from the physician office to inpatient care.

AHA Order Number: 148035
ISBN: 978-1-55648-345-5
Member Price: $38.00 Each
Non-member Price: $48.00 Each
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Making Information Technology Work

Roger Kropf, PhD, and Guy Scalzi, MBA

A book for senior executives, managers and clinicians that covers the “before, during and after” stages of a health care information technology (IT) project and provides guidance on how projects can be successfully managed. It shows readers how to assess IT project value before approval, monitor whether projects are on-time and ­on-budget, and measure performance after implementation. Case studies and effective project management tools and techniques help readers maximize project benefits.

AHA Order Number: 093001
ISBN: 9781556483493
Member Price: $55.00 Each
Non-member Price: $69.00 Each
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Pracitcal Solutions For Healthcare

Karen Gardner, Editor

The Excellent Board is a sourcebook every health care CEO, trustee and director should have on their desk. It contains 48 timely articles covering the key areas they must consider as they fulfill their responsibilities. The Excellent Board is a collection of Trustee magazine’s best and most recently published articles. It covers topics vitally important to a board’s success —board composition, the governance process and trustee education, board/CEO relations, board work, finance, quality, patient safety, and strategic planning.

Catalog No: 196125
ISBN: 1-55648-309-0
ISBN: 9781556483097
Member Price: $69.00
Non-member Price: $86.00
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The Excellent Board II:
New, Practical Solutions for Health Care Trustees and CEOs

Karen Gardner, Editor

The Excellent Board II is a collection of articles selected from recent issues of Trustee magazine that cover topics vitally important to a board’s effectiveness. It addresses new legal and regulatory accountabilities facing CEOs and governing boards with new information on hospital-physician relationships and information technology. The mix of articles gives new and experienced trustees, as well as board and committee chairs, a solid grounding in what it takes to be a superior board member and provides direction on how a health care organization can reach the next level of excellence. It will help health care governing boards achieve their goals as they face an environment where reduced reimbursement, complex technology, staffing conflicts and shortages and an increasing number of uninsured patients have put hospitals’ bottom lines in jeopardy.

Catalog No: 196126
ISBN: 9781556483509
Member Price: $76.00
Non-member Price: $95.00
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A Strategic Guide for Health Care Leaders

Julianne M. Morath, RN, MS

Experts estimate that between 30% and 50% of the costs of health care is in the cost of poor quality. The public has sent a clear message to the health care industry about their concern that we may lose sight of the individual patient relationship. Today, the leaders' work in health care is to transform current systems to better understand and serve the needs of customers, to eliminate unnecessary work, to reduce costs, and to increase value. In order to do this, quality must be the driving strategy. Leaders must recognize and commit to quality as a business imperative. This book explains to health care leaders, quality professionals, and providers what a commitment to quality means in terms of strategy, communication, and action. It provides a model, strategies, and practical action steps for moving an organization beyond control and compliance to build a quality culture, organizational Agenda, and achieve results.

Chapters address key quality issues including the following:

• Defining roles and responsibilities of leaders
• Partnering with the customer to define and achieve quality results
• Building a practical quality model
• Using measures for improvement and performance management
• Creating the infrastructure for a quality-driven organization
• Reducing errors and increasing safety
• Case studies of market leaders in quality

Catalog No: 169411
ISBN: 1-55648-256-6
978-0-7637-2712-3
Member Price: $48.00
Non-member Price: $60.00
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Strengthening Ethical Wisdom: Tools for Transforming Your Health Care Organization

Jack A. Gilbert, EdD, FACHE

A practical, research-based guide for strengthening workplace and personal ethics. Step-by-step explanations, case examples, and questionnaires help readers identify and manage the ethical drift to which health care management and staff can succumb under the daily pressure to do more with less. The guide provides diagnostic tools for achieving exceptional levels of organizational and personal integrity.

Strengthening Ethical Wisdom provides research-based tools that assess where the organization and individuals stand in their relative strengths and weaknesses regarding everyday ethical decision making. It also covers actions needed to make corrections.

AHA Order Number: 058102
ISBN: 978-1-55648-348-6
Member Price: $49.00 Each
Non-member Price: $59.00 Each
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Catalyzing Improvements in Employee Safety, Patient Care, and the Bottom Line

Linda F. Chaff

A unique and comprehensive guide,prepared in cooperation with the Joint Commission Resources, a subsidiary of the Joint Commission on Accreditation of Healthcare Organizations (JCAHO),that will help prevent employee injuries and illnesses; reduce the frequency and liability of workers’ compensation claims and citations/penalties from regulatory agencies; gain and maintain JCAHO accreditation; prepare staff for major and minor emergencies; and document the positive bottom line impact of improved patient care through a global approach to worker health and safety. Includes a CD-ROM w/ 800+ documents on standards, recommendations, and guidelines from OSHA, NIOSH, CDC, and more!

A New Approach to Employee Safety and Health
This comprehensive book demonstrates how a total worker health and safety program can actually help meet regulatory and compliance requirements and simultaneously yield improvements in the quality of patient care. Readers will learn strategies and tactics that will stop the above-average risk of health care workers incurring a work-related injury or illness, and they will better understand the organizational and business performance improvements that will result. Total Health and Safety for Health Care Facilities can help identify the true costs and liabilities of poor health and safety performance and provide methods to measure and consolidate the responsibility for employee health and safety.Total Health and Safety provides detailed guidance for establishing and managing a cohesive program to reduce employee injuries and illnesses. It is an essential guide for meeting safety and health requirements and introduces programs that complement existing patient safety and risk management programs. It serves as both an information source for beginners and a reference for experienced health and safety professionals. Each chapter provides a discussion of who should be involved, approaches for solving problems, solutions, examples of things facilities have successfully tried. The book contains 17 tables and 68 figures and a supplemental CD-ROM that serve to clarify information and make it very accessible.

CD-ROM With 800+ Documents
Full text copies of federal and state government agency standards, recommendations, guidelines, and other information referred to in the book are provided on a supplemental CD-ROM. The CD-ROM  is designed to save time and expense, and allows quick access to current reference information and forms that are cited in the book or helpful in developing and implementing a comprehensive health and safety program. Readers can also initiate keyword or phrase searches to quickly pull up key documents and directories in English and Spanish.

AHA Order Number: 181400
Nonmember Price: $160
AHA member Price: $120
2006, approx. 450 pages, softcover, 7” x 10”
ISBN 1-55648-331-7
ISBN: 978-1-55648-331-8
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UB-04 Handbook for Hospital Billing, With Answer Key: A Reference and Training Tool for Efficient Operations in Health Care Facilities

Claudia Birkenshaw, M.S.A.

The first textbook that helps HIM professionals and students understand the differences between the UB-04 and the UB-92 and provides a global view of how the billing function should work in conjunction with the coding department. The Handbook provides accurate and timely information about the UB-04 and explains how and why ICD-9, CPT and HCPCS code conventions must be integrated with UB-04, HCFA-1450 and CMS-1450 billing conventions. The book teaches an individual how to complete a facility UB-04 billing form, and contains vignettes that explain the billing office process, its components and reporting nuances. It will help HIM staff understand that coding conventions for billing are as important as ICD-9 coding conventions when sending a claim to an insurance company or payer and ensure that members of other departments (e.g., accounting, admitting, quality management) understand how their indispensable contributions to the revenue cycle must be translated by billers to fit changing UB-04 Form Locator codes.The book contains an overview of basic payment methodologies, plus 65 quizzes that can be used for self-testing, for performance evaluations or classwork assignments.

This book will help hospitals and other health care providers maximize claim processing performance and revenue recovery and better manage their revenue cycle process.

AHA Order Number 061177
ISBN: 978-1-55648-346-2
Member Price: $109.00 Each
Non-member Price: $125.00 Each
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UB-04 Handbook for Hospital Billing, without Answer Key: A Reference and Training Tool for Efficient Operations in Health Care Facilities

Claudia Birkenshaw, M.S.A.

The first textbook that helps HIM professionals and students understand the differences between the UB-04 and the UB-92 and provides a global view of how the billing function should work in conjunction with the coding department. The Handbook provides accurate and timely information about the UB-04 and explains how and why ICD-9, CPT and HCPCS code conventions must be integrated with UB-04, HCFA-1450 and CMS-1450 billing conventions. The book teaches an individual how to complete a facility UB-04 billing form, and contains vignettes that explain the billing office process, its components and reporting nuances. It will help HIM staff understand that coding conventions for billing are as important as ICD-9 coding conventions when sending a claim to an insurance company or payer and ensure that members of other departments (e.g., accounting, admitting, quality management) understand how their indispensable contributions to the revenue cycle must be translated by billers to fit changing UB-04 Form Locator codes.The book contains an overview of basic payment methodologies, plus 65 quizzes that can be used for self-testing, for performance evaluations or classwork assignments.

This book will help hospitals and other health care providers maximize claim processing performance and revenue recovery and better manage their revenue cycle process.

AHA Order Number 061178
ISBN: 978-1-55648-347-3
Member Price: $99.00 Each
Non-member Price: $110.00 Each
Click here for more information and to order

Kim M. Garber, Editor The AHA Resource Center Staff: Sara A. Beazley, Diana Culbertson, Kim M. Garber, Jeanette M. Harlow, Rebecca Marthey

A quick-study reference and introduction to U.S. health care system providers, payers, regulators, clinicians, and their patients. Presented in an easy to use Question & Answer format, including compelling facts and pertinent data on emerging trends.

The U.S. Health Care Delivery System provides an accessible and concise introduction to the basic structures and operations of the U.S. health care system. This book offers a clear overview of the major stakeholders in the American health care system. It cuts through the complexities of the health care industry and presents a solid view of how the various components fit together.

Catalog No: 196163
112 pages, soft cover, 8" x 10 3⁄4"
ISBN: 1-55648-330-9
ISBN: 978-1-55648-330-1
Member Price: $40.00
Non-member Price: $50.00
Click here for more information and to order

Wendy Leebov, Ed.D.

Practical guides on leadership and customer service that will take your organization to the next level of performance excellence.

The Executive Tool Kit can help enhance your leadership skills and staff performance by inspiring PROCESS IMPROVEMENTS and behavior changes aligned with your organization’s culture and strategic priorities. When used as a series, these tools present manageable approaches to ongoing learning.

Do-It-Yourself Leadership Development
Leebov delivers 12 articles and new, never-before-published tools related to leadership effectiveness, patient and employee satisfaction. With simple instructions, readers can engage staff throughout the organization in constructive team-building and skill-building.

The Tool Kit contains activities and tactics that will help resolve the big and little challenges that plague leaders, sap employee energy and loyalty, and alienate patients and their families. The Tool Kit can help create a motivated organization with a clear competitive advantage.

NEW Tools Ready for Your Use
Each article (in Adobe PDF and MS Word® formats) exists independently, making it possible to select the article that applies to your particular need. Each article includes tools (management checklists, meeting plans, team activities, templates, or question guides) to make implementation easy. You’ll also find a list of great additional resources that can help you pursue your special interests even further.

Catalog No: 001400
Member Price: $100.00
Non-member price: $125.00
Click here for more information and to order

Wendy Leebov, Ed.D.

Practical guides on leadership and customer service that will take your organization to the next level of performance excellence.

The Executive Tool Kit can help enhance your leadership skills and staff performance by inspiring PROCESS IMPROVEMENTS and behavior changes aligned with your organization’s culture and strategic priorities. When used as a series, these tools present manageable approaches to ongoing learning.

Do-It-Yourself Leadership Development
Leebov delivers 12 articles and new, never-before-published tools related to leadership effectiveness, patient and employee satisfaction. With simple instructions, readers can engage staff throughout the organization in constructive team-building and skill-building.

The Tool Kit contains activities and tactics that will help resolve the big and little challenges that plague leaders, sap employee energy and loyalty, and alienate patients and their families. The Tool Kit can help create a motivated organization with a clear competitive advantage.

NEW Tools Ready for Your Use
Each article (in Adobe PDF and MS Word® formats) exists independently, making it possible to select the article that applies to your particular need. Each article includes tools (management checklists, meeting plans, team activities, templates, or question guides) to make implementation easy. You’ll also find a list of great additional resources that can help you pursue your special interests even further.

Catalog No: 001401
Member Price: $200.00
Non-member price: $250.00
Click here for more information and to order

By Wendy Leebov

Achieve better results and more satisfaction, while improving your leadership skills!

Looking for quick help in solving daily workforce problems that demoralize both you and your staff, and lead to less-than-perfect outcomes? This book will help you lead and inspire, and elevate the opinions your patients and their families have of your institution. It contains training tools—exercises, checklists, meeting plans, question guides, scripts, and coaching techniques—and an appendix of additional resources that you can use to quickly reverse the common conflicts, miscommunications, and bad performances that stifle happiness and achievement at work. It is an easy, quick read, designed to accommodate tight work schedules and just-in-time management schedules.

15% Discount on Package of Five

Let staff share the benefits, exercises and scripts within work teams and across departments. Distributing individual copies clearly communicates that you value your team members equally and helps quickly build the behaviors that inspire change and lead to a culture of superior performance.

AHA Order Number: 042201
AHAMember Price: $26.00
Non-Member Price: $32.00
Click here for more information and to order single copy
Click here for more information and to order packages of 5.

Wendy Leebov's Essentials for Great Patient Experiences No-Nonsense Solutions with Gratifying Results (Single copy)

By Wendy Leebov

Achieve better results and more satisfaction, while improving your leadership skills!

Looking for quick help in solving daily workforce problems that demoralize both you and your staff, and lead to less-than-perfect patient satisfaction outcomes? Here is a book that will help you lead and inspire, and elevate the opinions your patients and their families have of your institution. The book contains exercises, checklists, meeting plans, question guides, scripts, and coaching techniques, plus an appendix of additional resources that you can use to quickly reverse the common conflicts, miscommunications, and bad performances that stifle happiness and achievement at work.It is an easy, quick read designed to accommodate tight work schedules and just-in-time management schedules.

15% Discount on Package of Five

Let staff share the benefits, exercises and scripts within work teams and across departments. Distributing individual copies clearly communicates that you value your team members equally and helps quickly build the behaviors that inspire change and lead to a culture of superior performance.

AHA Order Number: 042202
AHA Member Price: $28.00
Non-member Price: $35.00
Click here for more information and to order single copy
Click here for more information and to order packages of 5.