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Welcome to the Society for Healthcare Consumer Advocacy Online Bookstore- the home of recommended books in the field of patient advocacy. Browse through SHCA’s publications and find resources to improve the patient experience in your facility. To order products and publications from SHCA, please call (312) 422-3700 or email shca@aha.org and reference the title of the publication.
Shop from a selection of the Society for Healthcare Consumer Advocacy publications today! Download your order form.
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In the Name of the Patient, 2009 Ed.
In the Name of the Patient is a comprehensive resource that addresses consumer advocacy, patient representation, and special challenges such as complaint management, quality improvement, ethical issues, legal, risk management, and compliance with regulatory standards. This 2009 edition is complete with templates, examples and a glossary of terms.
Member $149.00
Non-member $199.00
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Sorry Works!
Sorry Works! is the “how-to” manual for hospital, insurers, and providers on disclosure and apology after adverse medical events. The book guides hospitals and medical professionals through all aspects of disclosure, from discussing the important differences between empathy and apology and how to establish a disclosure program to showing how exactly to apologize to patients and families and overcoming the cultural and legal hurdles to disclosure.
The book is only $19.99 per copy for SHCA/AHA members ($24.99 for non-members) so it fits any budget, and at 103 pages it’s a quick read for even the busiest hospital executive. Thousands of copies have been sold. To receive your copy, order today for immediate shipment.
Member $19.99
Non-member $24.99
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Risk Management Pearls To Enhance Communication in Healthcare Settings
Breakdowns in communication and related processes have long been the leading root cause of sentinel events reported to the Joint Commission. This compilation addresses this critical situation with practical tips and strategies that relate to a variety of processes in acute care, psychiatric, outpatient surgical clinics, emergency departments, intensive care units, physician offices and long-term/continuing care facilities. Catalog No. 178574
Member $20
Non-member $25
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The Sky is Falling...So They Called Me (Volume 1)
This SHCA publication is a compilation of vignettes about the best, worst, saddest and funniest experiences of the authors - our very own Society members!
Back by popular demand!
Member $15.00
Non-member $30.00
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The Written Word: Guidelines for Responding in Writing to Patient Concerns : CD-ROM Version
The expanded and updated CD-ROM version of The Written Word is your guide for information and samples of written responses to patient concerns. The Written Word also outlines the top five reasons for responding in writing, the makeup of a written response, who should respond and who should be carbon copied.
Member $35.00
Non-member $50.00
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Value Reflection™ Cards by PROstrategy Value
This easy-to-use tool for personal reflection and professional growth contains 88 value + meaning cards, 5 blank cards for writing in your own unique values + meanings, and instructions. Alternately, use with groups as interactive experience for team building and leadership development. Organizationally, use to demonstrate a clear relationship between values and employee engagement.
Member $24.95/deck
Non-member $29.95/deck
Member $44.95/2 decks with case
Non-member $55.95/2 decks with case
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2007 - 2008 SHCA Compensation Survey Results (Hard Copy)
This comprehensive salary survey for 2007 is a must have for all Consumer Advocates and healthcare HR Professionals.
Member FREE - Download Here
Non-member $50.00
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All Work & No Say...ho hum another day
Jody Urquhardm author of the syndicated column the Joy of Work, explains how to captivate your workforce, boost morale and increase productivity.
Member/Non-member $14.00
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Silver Linings, the Other Side of Cancer
Share this inspiring collection with your patients and their families. Through essays, poems, and artwork, Silver Linings details the stories of individuals affected by cancer and offers comfort, strength, and inspiration to those currently suffering from the disease.
Member/Non-member $9.00
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Aging in Stride
A valuable resource for older adults, caregivers and the health and service professionals that work with them, Aging in Stride is a resourceful handbook to have as you try to plan ahead, stay connected and keep moving through the years.
Member/Non-member $24.95
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 Wendy Leebov's Essentials for Great Patient Experiences: No Nonsense Solutions with Gratifying Results
by Wendy Leebov
Specific tools that enhance the patient experience and address the difficulties staff have in delivering the exemplary care they would like to provide. High-impact strategies for moving your service excellence and patient satisfaction to a new level, resulting in higher scores on CAHPS, Picker and Press-Ganey surveys.
Price: $32.95
SHCA members receive a 10% discount on this publication. Contact SHCA at shca@aha.org to obtain the disocunt code and place your order by clicking here.
 Wendy Leebov's Essentials for Great Personal Leadership: No Nonsense Solutions with Gratifying Results
by Wendy Leebov
Valuable problem-solving and leadership development for healthcare executives, mid-level administrators, department heads, clinical leaders, and anyone who brings a passion to their work. Each chapter captures the essence of emotionally intelligent leadership and focuses on effective solutions.
Price: $32.95
SHCA members receive a 10% discount on this publication. Contact SHCA at shca@aha.org to obtain the discount code and place your order by clicking here.
 Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager (electronic download)
by Wendy Leebov, Gail Scott, and Lolma Olson
Best Seller! Seven powerful strategies critical to effective service management. Easy-to-use tools for hiring for customer service, removing barriers, soliciting customer feedback, installing standards, scripts and protocols, and much more.
Price: $17.95
SHCA members receive a 10% discount on this publication. Contact SHCA at shca@aha.org to obtain the discount code and place your order by clicking here.
 Service Quality Improvement: The Customer Satisfaction Strategy for Health Care ( electronic download)
by Leebov and Scott
A goldmine of approaches for your service excellence initiative, helping you build a service-oriented culture and focusing all employees on service excellence and continuous service improvement.
Price: $24.95
SHCA members receive a 10% discount on this publication. Contact SHCA at shca@aha.org to obtain the discount code and place your order by clicking here.
*Prices listed above do not include tax
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