I cannot say enough good about this piece of literature.

This is a terrific book for ANYONE involved in Healthcare Management. It is especially useful for the nurse in a middle management position. It is very well written, easy to understand and forces the reader to look at this topic from an entirely different perspective. If you are a healthcare provider that wants to enhance the hospital experience for your patient to "above and beyond" and not just mere "satisfaction" read this book to learn how to improve what you already know. We want our patients to be loyal, recommend us and come back.

Ok. Let us consider it realistically and professionally. Nothing to say about the book more than what all others have said. Simply great. However, enjoying a book is not, and will never be, a goal in itself. What matters is what benefit you can get out of IMPLEMENTING what is in it.

In our case, this can be done on two conditions. The first and simple one is that everyone (I mean it) in your hospital should read and understand the book (this includes housekeepers, security guards, gardeners, ..etc).

Now comes the second and difficult condition, that is creating a culture, a working environment, an atmosphere that adopts and supports the values and ideas in the book. Unfortunately, at least to me, this seems impossible.

I am not saying that culture change or improvement is impossible. Go ahead. Do your best. We all should. I am trying to point out that trying to implement what is in the book will lead you to find out that you actually are trying to create "the city of virtues". No one could. No one will ever be able to.

A wise management professional once said: "in theory, there is no difference between theory and practice. In practice, there is!".

Read this book at any cost. Buy it, borrow it, or even steal it!