Patients Come Second

Patients Come Second Cover

Patients Come Second

Leading Change by Changing the Way You Lead

By Paul Spiegelman; Britt Berrett

Inc. Original, Hardcover, 9780988842809, 200pp.

Publication Date: March 19, 2013

Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees.
Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever.
Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.

About the Author
Paul Spiegelman co-founded Beryl with his two brothers in 1985. As CEO, he oversees strategic planning and business development for the nation's leading company in healthcare customer interactions and relationship management. He is responsible for setting the vision for the company, building a strong management team, and promoting the unique culture. Paul practiced law for two years prior to starting Beryl. He holds a Bachelor of Arts in history from UCLA and a law degree from Southwestern University. He is a sought-after speaker on topics such as customer service, culture, and workforce engagement.