This guidebook offers the perfect way to learn about the human side of healthcare in an interesting and conversational manner. It combines four 'Customer Care in Healthcare' titles into one package. Titles included are Reorganising for Customer and Patient Care, Customer and Patient Care, Provider Patient Relationships and Handling Difficult People. They focus on teaching a technique or idea followed by reinforcement and application via questions and answers. This is an excellent tool to increase an organisation's commitment to customer care. The principles behind the concepts are relevant to almost every business, not just healthcare. Those readers who wish to have an accompanying program with video and interactivity should also purchase the CD version.