The Customer is NEVER Right: A Nurse Practitioner's Perspective

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Published on March 15, 2014

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PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTRODUCTION: Healthcare, the only industry genuinely dedicated to helping others, has been forced into an industry of customer-driven service and by any means necessary. Yet, that destructive IDIOTOLOGY [sic] has not moved the needle with regard to “customer” satisfaction. Instead, it has left behind a trail of overwhelming collateral damage. PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres OBJECTIVE: Identify the current path it is being “ taken down ” is NOT good for healthcare. Find that putting healthcare workers (HCW) first everything else will fall into place, to include customer retention & PROFITS . Define healthcare as the ONLY industry dedicated to helping others. PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres METHOD: Literature review. PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres RESULTS: USA Today Snapshot Hospital shootings Numbers Forbes’ article Gates, et al’s research Potpourri NPR’s article PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Why Rating Your Doctor is Bad For Your Health SOURCE: Falkenberg , K. (2013, Jan 02). Forbes Online. 2002 Year the Centers for Medicare & Medicaid Services announced national public program to report patient surveys 2003 Year Press Ganey taken private for $100 million. 4 Number of years it took Press Ganey to be worth $673 million after going private 82 Million dollars earned by Press Ganey in 2011 30 Responses is what Press Ganey claims it needs to draw a “meaningful conclusion” 8-10 Responses is what Press Ganey “sometimes” uses to draw a “meaningful conclusion” 2,000 Administrators spent $1,100+ each to attend Press Ganey’s client conference in 2012 —it was closed to the public 52,000 Adults’ data used by UC Davis’ research that indicates that rating healthcare leads to poor patient outcomes 12 Percent more likely to be admitted to a hospital were “the most satisfied patients” 9 Percent more in total healthcare cost for “the most satisfied patients” 2/3 Of ALL physicians have annual incentive plans 66 Percent physicians rely on patient satisfaction to measure their performance 59 Percent physicians admitted they increased the number of test ordered due to patient satisfaction surveys 50 Percent physicians admitted they IMPROPERLY prescribed antibiotics and narcotics due to satisfaction surveys 1 Billion dollars spent annually on UNNECESSARY antibiotics 226 Billion dollars spent on OVERTREATMENTS in 2011 500,000 Dollars spent yearly by Cleveland Clinic on government-dictated surveys 850 Million dollars expected in Medicare reimbursement fees for hospital with less-than-stellar scores 126,965 Number of views of THIS online article PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Why Rating Your Doctor is Bad For Your Health SOURCE: Falkenberg , K. (2013, Jan 02). Forbes Online. 2002 Year the Centers for Medicare & Medicaid Services announced national public program to report patient surveys 2003 Year Press Ganey taken private for $100 million. 4 Number of years it took Press Ganey to be worth $673 million after going private 82 Million dollars earned by Press Ganey in 2011 30 Responses is what Press Ganey claims it needs to draw a “meaningful conclusion” 8-10 Responses is what Press Ganey “sometimes” uses to draw a “meaningful conclusion” 2,000 Administrators spent $1,100+ each to attend Press Ganey’s client conference in 2012 —it was closed to the public 52,000 Adults’ data used by UC Davis’ research that indicates that rating healthcare leads to poor patient outcomes 12 Percent more likely to be admitted to a hospital were “the most satisfied patients” 9 Percent more in total healthcare cost for “the most satisfied patients” 2/3 Of ALL physicians have annual incentive plans 66 Percent physicians rely on patient satisfaction to measure their performance 59 Percent physicians admitted they increased the number of test ordered due to patient satisfaction surveys 50 Percent physicians admitted they IMPROPERLY prescribed antibiotics and narcotics due to satisfaction surveys 1 Billion dollars spent annually on UNNECESSARY antibiotics 226 Billion dollars spent on OVERTREATMENTS in 2011 500,000 Dollars spent yearly by Cleveland Clinic on government-dictated surveys 850 Million dollars expected in Medicare reimbursement fees for hospital with less-than-stellar scores 126,965 Number of views of THIS online article 30 Responses is what Press Ganey claims it needs to draw a “meaningful conclusion” PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Why Rating Your Doctor is Bad For Your Health SOURCE: Falkenberg , K. (2013, Jan 02). Forbes Online. 2002 Year the Centers for Medicare & Medicaid Services announced national public program to report patient surveys 2003 Year Press Ganey taken private for $100 million. 4 Number of years it took Press Ganey to be worth $673 million after going private 82 Million dollars earned by Press Ganey in 2011 30 Responses is what Press Ganey claims it needs to draw a “meaningful conclusion” 8-10 Responses is what Press Ganey “sometimes” uses to draw a “meaningful conclusion” 2,000 Administrators spent $1,100+ each to attend Press Ganey’s client conference in 2012 —it was closed to the public 52,000 Adults’ data used by UC Davis’ research that indicates that rating healthcare leads to poor patient outcomes 12 Percent more likely to be admitted to a hospital were “the most satisfied patients” 9 Percent more in total healthcare cost for “the most satisfied patients” 2/3 Of ALL physicians have annual incentive plans 66 Percent physicians rely on patient satisfaction to measure their performance 59 Percent physicians admitted they increased the number of test ordered due to patient satisfaction surveys 50 Percent physicians admitted they IMPROPERLY prescribed antibiotics and narcotics due to satisfaction surveys 1 Billion dollars spent annually on UNNECESSARY antibiotics 226 Billion dollars spent on OVERTREATMENTS in 2011 500,000 Dollars spent yearly by Cleveland Clinic on government-dictated surveys 850 Million dollars expected in Medicare reimbursement fees for hospital with less-than-stellar scores 126,965 Number of views of THIS online article 52,000 Adults’ data used by UC Davis’ research that indicates that rating healthcare leads to poor patient outcomes PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA’s passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! 1 Million healthcare workers are impacted by violence in the Emergency Department yearly! PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! 2006 Year of ENA’s position statement “Violence in the Emergency Care Setting” PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! 2006 Year ANA passed resolution CONDEMING violence against nurses PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA’s passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! 2007 Year JCH added their two cents, “Environment of Care” PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres NUMBERS: Using Action Research to Plan a Violence Prevention Program for EDs SOURCE: Gates, D., et al. (2011, Jan.). Journal of Emergency Nursing, 37(1), 32-39. 1 Million healthcare workers are impacted by violence in the Emergency Department (ED) yearly, of those… 117,000 Are emergency registered nurses 27,000 Are board-certified emergency physicians 67 Percent of nurses assaulted by ED patients in 2006 63 Percent of patient care assistants assaulted by ED patients in 2006 51 Percent of physicians assaulted by ED patients in 2006 28 Percent of physicians assaulted by ED patients in 2005 , JUST one year before 2006* Year of ENA’s position statement, “Violence in the Emergency Care Setting” 2006* Year ANA’s passed resolution CONDEMNING violence against nurses 2007* Year JCH added their two cents, “Environment of Care” *Despite WORDS violence against healthcare workers remains HIGH and prevention LOW ! PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Cutting-edge Discussions of Management, Policy, and Program Issues in Emergency Care SOURCE: Solheim , J. & Papa, A. (2011) Journal of Emergency Nursing, 37(1), 90-5. 1/3 Of nurses leave nursing within the first 6 months 1/2 Of nurses leave nursing within the first 12 months 1 Year’s registered nurse’s salary is cost to train each new nurse 800,000 Projected shortage of nurses by 2020 600 Percent increased ED use in past 10 years PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Violence: Not in My Job Description Stokowski, L. A. (2010, August 23), www.medscape.com 70 Percent of abuse towards nursed NOT reported 48 Percent of ALL nonfatal injuries from occupational assaults & violent acts occur in healthcare 45-96 Percent of violence committed against nurses is inflicted by patients 2010 Year JCH proclaimed increased violence towards healthcare workers was due to hospitals open to the public 24/7 10 States with laws that increase/strengthen penalties for convicted offenders 9 States require violence prevention programs, better reporting, or more study of the problem 50 States in the Union (my two sense [sic]) PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Violence: Not in My Job Description Stokowski, L. A. (2010, August 23), www.medscape.com 70 Percent of abuse towards nursed NOT reported 48 Percent of ALL nonfatal injuries from occupational assaults & violent acts occur in healthcare 45-96 Percent of violence committed against nurses is inflicted by patients 2010 Year JCH proclaimed increased violence towards healthcare workers was due to hospitals open to the public 24/7 10 States with laws that increase/strengthen penalties for convicted offenders 9 States require violence prevention programs, better reporting, or more study of the problem 50 States in the Union (my two sense [sic]) 48 Percent of ALL nonfatal injuries from occupational assaults & violent acts occur in heatlhcare PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Violence: Not in My Job Description Stokowski, L. A. (2010, August 23), www.medscape.com 70 Percent of abuse towards nursed NOT reported 48 Percent of ALL nonfatal injuries from occupational assaults & violent acts occur in healthcare 45-96 Percent of violence committed against nurses is inflicted by patients 2010 Year JCH proclaimed increased violence towards healthcare workers was due to hospitals open to the public 24/7 10 States with laws that increase/strengthen penalties for convicted offenders 9 States require violence prevention programs, better reporting, or more study of the problem 50 States in the Union (my two sense [sic]) 2010 Year JCH proclaimed increase violence towards healthcare workers was due to hospital open to the to the public 24/7 PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Violence: Not in My Job Description Stokowski, L. A. (2010, August 23), www.medscape.com 70 Percent of abuse towards nursed NOT reported 48 Percent of ALL nonfatal injuries from occupational assaults & violent acts occur in healthcare 45-96 Percent of violence committed against nurses is inflicted by patients 2010 Year JCH proclaimed increased violence towards healthcare workers was due to hospitals open to the public 24/7 10 States with laws that increase/strengthen penalties for convicted offenders 9 States require violence prevention programs, better reporting, or more study of the problem 50 States in the Union (my two sense [sic]) PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres NUMBERS: Op-ed: Patient Satisfaction Doesn’t Mean the Best Medical Care Pho, K. (2010, March 15), www.kevinMD.com 40 Percent hospitals among Press Ganey clients 80 Percent physicians admitted patient PRESSURE influenced their medical decisions PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres ENA, ANA, JCH add their two cents PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres JCH Claims 24/7 healthcare PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres BARKING UP THE WRONG TREE: Complaints = Litigation Awarded to plaintiff vs defendant Sentinel events without vs with complaints Profit vs Principles PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres BARKING UP THE WRONG TREE: Budget = Recruitment/Retention “customers” vs HCW Marketing Customer satisfaction/experience “Cheap labor vs “Cream of the crop” Security Transparency PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres BARKING UP THE WRONG TREE: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres BARKING UP THE WRONG TREE: Patient advocate Lacks medical knowledge Empathetic listener PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: What can one person do? Companions SOURCE: Alexander Kjerulf (Chief Happiness Officer) http:// positivesharing.com /2008/03/top-5-reasons-why-the-customer-is-always-right-is-wrong/ PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com by Jose Angel Torres CONCLUSION: Healthcare is the only industry with patients, NOT customers. Organizations “up the street” are NOT competition but PEERS . Complaints = exaggerated unrealistic emotional expectations . Healthcare’s submissive, altruistic and accommodating character has allowed outsiders to herd healthcare down the wrong tracks and, at the same time, convinced healthcare administrators it is in our best interest. The customer is always right adage was NEVER intended to be taken literal. Rating healthcare is NOT good for anyone. Get rid of the all too common , “ Then, gentlemen, it is the consensus of this meeting that we SAY nothing, DO nothing, and hope it all blows over before our next meeting. ” PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres INTENT: What can one person do? Companions SOURCE: Alexander Kjerulf (Chief Happiness Officer) http:// positivesharing.com /2008/03/top-5-reasons-why-the-customer-is-always-right-is-wrong/ PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres theknittedbrow @ thecustomerisneverright.com PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres “Don’t judge my words. Judge my intent!” PowerPoint Presentation: The Customer is NEVER Right A Nurse Practitioner’s Perspective www.thecustomerisneverright.com www.facebook.com / thecustomerisneverright by Jose Angel Torres SOURCE: Alexander Kjerulf (Chief Happiness Officer) http:// positivesharing.com /2008/03/top-5-reasons-why-the-customer-is-always-right-is-wrong/ “I AM A NURSE!”

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