Resolving Patient Complaints: A Step-by-step Guide to Effective Service Recovery
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. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.
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Patient Complaints Are Important
Appendix A Service Recovery Protocols for Medical Receptionists
Appendix B Service Recovery Protocols for Physicians
Service Recovery Protocols for
Service Recovery Protocols for Member Services Departments
Appendix E Service Recovery Protocols for Home Health Agencies
Appendix F Procedure for Formal Medical Staff
Appendix G Subject of Complaints
About the Author
Other editions - View all
actions you took Advise the patient/customer agreed-upon resolution Apologize—without assigning blame appointment appropriate Ask open-ended questions attentive body language behavior blame or guilt Bring closure Chief of Staff clinic closure to complaint complaint and distribute complaint Summarize patient/customer's coverage dissatisfaction or inconvenience Document complaint Empathize expectation for resolution facility fair resolution follow to resolve future if needed healthcare I’m sorry key contact person Level Listen—focus Liz Osborne Madrona Medical Receptionist medical records obvious process organization organization's Service Recovery Patient/Customer Contact patient/customer if necessary patient/customer with attentive patient/customer's feelings patient/customer's perspective physician process for sharing provide general overview provide the patient/customer received recognize the patient/customer Report any system resolve the concern resolving the problem resource person Respond/Refer Risk Management Service Recovery standards Share your organization's sorry staff person strive to provide strive to recognize Summarize patient/customer's request telephone Thank patient/customer Update patient/customer validate the patient/customer's voice inflections writing the pertinent