Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery / Edition 2

Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery / Edition 2

by Liz Osborne
     
 

ISBN-10: 0763726222

ISBN-13: 9780763726225

Pub. Date: 03/28/2004

Publisher: Jones & Bartlett Learning

Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, as well as strategies for monitoring and analyzing the information documented by patient claims. Other

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Overview

Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic, or system. Readers will learn how to develop a system for documenting patient complaints and comments, as well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, as a result, greatly reduce risk management claims.

Product Details

ISBN-13:
9780763726225
Publisher:
Jones & Bartlett Learning
Publication date:
03/28/2004
Edition description:
2E
Pages:
350
Product dimensions:
9.20(w) x 11.04(h) x 0.69(d)

Table of Contents

Acknowledgments
Introduction
Ch. 1Patient Complaints Are Important1
Ch. 2Service Recovery9
Ch. 3Service Recovery: Additional Considerations21
Ch. 4Review Process for Clinical Quality-of-Care Complaints29
Ch. 5Correspondence with Patients45
Ch. 6Documenting, Tracking, and Reporting Patient Complaints71
Ch. 7Identification of Trends85
Ch. 8Dealing with the Difficult Patient93
App. AService Recovery Protocols for Medical Receptionists121
App. BService Recovery Protocols for Physicians141
App. CService Recovery Protocols for the Patient Representative Department149
App. DService Recovery Protocols for Member Services Departments167
App. EService Recovery Protocols for Home Health Agencies195
App. FProcedure for Formal Medical Staff Review of Quality-of-Care Complaints205
App. GSubject of Complaints211
Additional Readings223
Index227
About the Author233

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