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

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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.

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

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Product Details

  • ISBN-13: 9780834206748
  • Publisher: Jones & Bartlett Learning, LLC
  • Publication date: 1/27/1995
  • Edition description: Older Edition
  • Edition number: 1
  • Pages: 256

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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