Resources
1. Champy, J., Greenspun, H., (2014). Reengineering Health Care: A Manifesto for Radically Rethinking Health Care Delivery, Portable Documents. Pearson FT Press.
2. Lee, F. (2004). If Disney Ran Your Hospital : 9 ½ things you would do differently. Bozeman, MT: Second River Healthcare Press.*
3. Michelli, J., (2008). The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. McGraw Hill.
4. Suchman, A., Sluyter, D., Williamson, P. (2011). Leading Change in Healthcare: Transforming Organizations Using Complexity, Positive Psychology and Relationship-Centered Care. London, New York: Radcliff Publishing
5. Cook, K., Robinson, B., Studer, Q., (2010). HCAHPS Handbook: Hardwire your Hospital for Pay-for-Performance. Gulf Breeze, FL: Fire Starter Pub.
6. Sutcliffe, K., Weick, K., (2001). Managing the Unexpected. Hoboken, New Jersey: John Wiley & Sons.7. Heath, C., Heath, D., (2010). Switch: How to Change Things When Change Is Hard. New York: Broadway Books.
8. The Beryl Institute. PX Body of Knowledge Course Communication: Leveraging the Patient Experience Through Effective Communication. http://www.theberylinstitute.org/events/EventDetails.aspx?id=4351099. The Beryl Institute. PX Body of Knowledge Course Cultural Competence & Diversity. http://www.theberylinstitute.org/events/EventDetails.aspx?id=506017 10. The Beryl Institute. PX Body of Knowledge Course Experience Design. http://www.theberylinstitute.org/events/EventDetails.aspx?id=643893