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

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

Contents: Patient/Customer Complaints Are Important * Service Recovery * Service Recovery: Additional Considerations * Review Process for Clinical-Quality of Care Complaints * Correspondence with Patients/Customers * Documenting, Tracking, and Reporting Patient/Customer Complaints * Identification of Trends * Dealing with the Challenging Patient * The Abusive Patient * Appendices: Service Recovery Protocols

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