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

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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.

Presents info on establishing a patient recovery program to handle both everyday & serious complaints/hosp. & practices

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Product Details

  • ISBN-13: 9780763726225
  • Publisher: Jones & Bartlett Learning
  • Publication date: 3/28/2004
  • Format: Spiral Bound
  • Edition description: 2E
  • Edition number: 2
  • Pages: 350
  • Product dimensions: 9.20 (w) x 11.04 (h) x 0.69 (d)

Table of Contents

Ch. 1 Patient Complaints Are Important 1
Ch. 2 Service Recovery 9
Ch. 3 Service Recovery: Additional Considerations 21
Ch. 4 Review Process for Clinical Quality-of-Care Complaints 29
Ch. 5 Correspondence with Patients 45
Ch. 6 Documenting, Tracking, and Reporting Patient Complaints 71
Ch. 7 Identification of Trends 85
Ch. 8 Dealing with the Difficult Patient 93
App. A Service Recovery Protocols for Medical Receptionists 121
App. B Service Recovery Protocols for Physicians 141
App. C Service Recovery Protocols for the Patient Representative Department 149
App. D Service Recovery Protocols for Member Services Departments 167
App. E Service Recovery Protocols for Home Health Agencies 195
App. F Procedure for Formal Medical Staff Review of Quality-of-Care Complaints 205
App. G Subject of Complaints 211
Additional Readings 223
Index 227
About the Author 233
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  • Anonymous

    Posted May 24, 2004

    Med personel all levels need this book!

    Up to date infromation that cover areas you would not even think of. Great Book, Thanks to the author!

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