Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery / Edition 1

Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery / Edition 1

by Liz Osborne, Osborne
     
 

ISBN-10: 0834206749

ISBN-13: 9780834206748

Pub. Date: 01/27/1995

Publisher: Jones & Bartlett Learning, LLC

A comprehensive volume for establishing a patient service recovery program to handle both everyday and serious complaints, this guide offers a system that adapts many successful customer service techniques from other service industries to a health care setting.

Overview

A comprehensive volume for establishing a patient service recovery program to handle both everyday and serious complaints, this guide offers a system that adapts many successful customer service techniques from other service industries to a health care setting.

Product Details

ISBN-13:
9780834206748
Publisher:
Jones & Bartlett Learning, LLC
Publication date:
01/27/1995
Edition description:
Older Edition
Pages:
256
Product dimensions:
10.63(w) x 12.20(h) x (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

Customer Reviews

Average Review:

Write a Review

and post it to your social network

     

Most Helpful Customer Reviews

See all customer reviews >