APRIL 2005, VOL 81, NO 4 Reviews

R E V I E W S

Resolving conflict; hospital I I

management; dermatologic surgery; I I--- executive excellence; leadership

BOOKS

Resolving Conflicts a t Work: A Complete

Guide for Everyone on the Job

Kenneth Cloke and Joan Goldsmith 2000, 251 pp

$25.50 hardback

For conflict management novices or experts, this book is worth reading and keeping on the library shelf as both a primer and reference for dealing with conflict. Throughout the book, the authors weave their professional expe- riences with the techniques of basic conflict resolution. They guide readers down eight paths, from impasse to transgression.

understanding conflict. Problem- solving techniques are discussed along with associated pitfalls. Novices will find the detail instruc- tional and useful for problem solving, and experts will regard these chapters as a welcome review. The book helps readers step away from a problem, alter their view and look at the actual conflict, and determine the best approach to achieve resolution. Readers are reminded that learning can take place in all steps of conflict resolution, even when dealing with problem behaviors. The last chapters discuss creative problem solving, negotiation, and mediation. The authors stress the use of listening skills, empathy, and collaboration when resolving conflict.

are basic tools. Readers can use these tools to determine the best approach to resolving conflict. The index is use-

The beginning chapters deal with

The techniques covered in the book

& ful for locating specific topics. Although it is written for busi-

ness, the &formation contained . this book is applicable to every- one and will be useful to anyone in health care in a management or education position or anyone interested in improving com- munication and decreasing conflict impasses.

This book is available from Jossey-Bass Publishers, 350 Sansome Street, San Francisco, CA 94104.

JO ANN SCHERFFIUS RN, CNOR

STAFF DEVELOPER, OPERATING ROOM SERVICES SANTA CLARA VALLEY MEDICAL CENTER

SAN JOSE, CALIF

I f Disney Ran Your Hospital: g1/2 Things

You Would Do Differently

Fred Lee 2004, 203 pp $22 softcover

This book gives readers a new way to look at what it takes to achieve patient satis- faction. Using h s experiences as a vice president for market- ing at a Kansas hospital and as a senior vice president at Florida Hospital, a Disney facili- ty, the author brings Disney cul- ture to hospital management. Disney employees personify cus- tomer service. With courtesy, empathy, and imagination, this same level of commitment can be brought to health care settings.

In 10 chapters of engaging narrative,

AORN JOURNAL

Reviews A P R I L 2005, VOL 81, NO 4

the author outlines his con- cepts and punctuates them with real-life anecdotes. He communicates a clear under- standing of service industry satisfaction surveys and is well versed in the challenges faced by health care man- agers. In an effort to increase patient satisfaction scores, managers often adopt pro- grams that are short sighted and superficial, according to the author. What he espouses is a shift in emphasis from caregiver service to patient experience.

satisfaction as the point at which basic expectations are met (ie, nothmg bad happens during the hospital stay). Procedures are performed in a timely fashion, meals are palat- able and served at the correct temperature, and nursing staff members are professional and efficient. This level of service is merely satisfactory-a three or four on most survey scales. What patients reward with high scores are memorable moments of compassion and care. Patients do not judge their hospital experience by how well their disease is treat- ed but by how they are treated as people.

More important than satis- faction, however, is patient loy- alty. How likely is the patient to use or recommend the hos- pital in the future? To increase loyalty in patients as well as staff members, hospital man- agers must create a culture of compassion and courtesy that supercedes the ordinary.

The author defines patient

Ths book is a call to health

care managers to rethink pri- orities and strategies related to patient satisfaction. I rec- ommend it to health care managers at all levels.

Second Rwer Healthcare Press, PO Box 11202, Bozeman, MT 59719.

Ths book is available from

MARY KAY HARVEY RN, CNOR

OCHSNER CLINIC FOUNDATION NEW ORLEANS

PATIENT CARE COORDINATOR

Techniques in Dermatologic

Surgery Kewan Noun’ and

Suiana Led-Khouti

878 hardcover 2003, 379 pp

Today, society is more con- cerned about physical appear- ances than ever before, as evi- denced by television

tables to guide readers through the latest techniques.

brief introduction covering the content of the chapter. The first chapter covers the basics of the history and physical and patient educa- tion. Chapter two was one of my favorites, covering basic anatomy of the head and neck in great detail with more than eight diagrams of the head and neck muscles, nerves, vessels, and lymphat- ic system. This is a great ref- erence chapter for any periop- erative nurse regardless of his or her experience.

The next two chapters cover the principles of wound healing and different wound healing techniques, from basic debridement to adjunctive techniques like vacuum- assisted wound closure, hyperbaric oxygen therapy, and laser therapy. Another chapter briefly covers basic

Most chapters begin with a

shows l&e ”Extreme Makeover” and “The Swan,” in which indi- viduals completely change their physical appearance by undergoing cosmet- ic and dermatologic surgery. The latest techniques and skills needed by plastic and dermato logic physicians are found in this comprehensive textbook. The book is written for new and experienced dermatologic physicians by expert physi- cians in the field, and each chapter contains detailed dia- grams, photographs, and

are used. One of the most interesting

chapters is on ”imaging.” The author is the chief of medical photography at the University of Miami School of Medicine, Miami, and he believes it is essential for dermatologists to

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