Resolving Patient Complaints

Author : Liz Osborne
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780763726225
Total Pages : 252 pages
Book Rating : 4.22/5 ( download)

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Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author :
Publisher :
ISBN 13 : 9780990372820
Total Pages : pages
Book Rating : 4.20/5 ( download)

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Download or read book A Patient-centered Approach to Handling Complaints and Grievances written by and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Wendy Leebov
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781480072534
Total Pages : 0 pages
Book Rating : 4.32/5 ( download)

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Download or read book Resolving Complaints for Professionals in Health Care written by Wendy Leebov and published by Createspace Independent Publishing Platform. This book was released on 2012-10-22 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effectively. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following through and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.

Author :
Publisher :
ISBN 13 : 9781683086857
Total Pages : 546 pages
Book Rating : 4.56/5 ( download)

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Download or read book The CMS Hospital Conditions of Participation and Interpretive Guidelines written by and published by . This book was released on 2017-11-27 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: In addition to reprinting the PDF of the CMS CoPs and Interpretive Guidelines, we include key Survey and Certification memos that CMS has issued to announced changes to the emergency preparedness final rule, fire and smoke door annual testing requirements, survey team composition and investigation of complaints, infection control screenings, and legionella risk reduction.

Author : Susan Keane Baker
Publisher : Fire Starter Publishing
ISBN 13 : 9780974998657
Total Pages : 0 pages
Book Rating : 4.56/5 ( download)

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Download or read book Real Life Responses to Patients' 101 Most Common Complaints about Health Care written by Susan Keane Baker and published by Fire Starter Publishing. This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

Author : Charles Vincent
Publisher : Springer
ISBN 13 : 3319255592
Total Pages : 157 pages
Book Rating : 4.90/5 ( download)

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Download or read book Safer Healthcare written by Charles Vincent and published by Springer. This book was released on 2016-01-13 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors of this book set out a system of safety strategies and interventions for managing patient safety on a day-to-day basis and improving safety over the long term. These strategies are applicable at all levels of the healthcare system from the frontline to the regulation and governance of the system. There have been many advances in patient safety, but we now need a new and broader vision that encompasses care throughout the patient’s journey. The authors argue that we need to see safety through the patient’s eyes, to consider how safety is managed in different contexts and to develop a wider strategic and practical vision in which patient safety is recast as the management of risk over time. Most safety improvement strategies aim to improve reliability and move closer toward optimal care. However, healthcare will always be under pressure and we also require ways of managing safety when conditions are difficult. We need to make more use of strategies concerned with detecting, controlling, managing and responding to risk. Strategies for managing safety in highly standardised and controlled environments are necessarily different from those in which clinicians constantly have to adapt and respond to changing circumstances. This work is supported by the Health Foundation. The Health Foundation is an independent charity committed to bringing about better health and health care for people in the UK. The charity’s aim is a healthier population in the UK, supported by high quality health care that can be equitably accessed. The Foundation carries out policy analysis and makes grants to front-line teams to try ideas in practice and supports research into what works to make people’s lives healthier and improve the health care system, with a particular emphasis on how to make successful change happen. A key part of the work is to make links between the knowledge of those working to deliver health and health care with research evidence and analysis. The aspiration is to create a virtuous circle, using what works on the ground to inform effective policymaking and vice versa. Good health and health care are vital for a flourishing society. Through sharing what is known, collaboration and building people’s skills and knowledge, the Foundation aims to make a difference and contribute to a healthier population.

Author : National Academies of Sciences, Engineering, and Medicine
Publisher : National Academies Press
ISBN 13 : 0309377722
Total Pages : 473 pages
Book Rating : 4.20/5 ( download)

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Download or read book Improving Diagnosis in Health Care written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2015-12-29 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: Getting the right diagnosis is a key aspect of health care - it provides an explanation of a patient's health problem and informs subsequent health care decisions. The diagnostic process is a complex, collaborative activity that involves clinical reasoning and information gathering to determine a patient's health problem. According to Improving Diagnosis in Health Care, diagnostic errors-inaccurate or delayed diagnoses-persist throughout all settings of care and continue to harm an unacceptable number of patients. It is likely that most people will experience at least one diagnostic error in their lifetime, sometimes with devastating consequences. Diagnostic errors may cause harm to patients by preventing or delaying appropriate treatment, providing unnecessary or harmful treatment, or resulting in psychological or financial repercussions. The committee concluded that improving the diagnostic process is not only possible, but also represents a moral, professional, and public health imperative. Improving Diagnosis in Health Care, a continuation of the landmark Institute of Medicine reports To Err Is Human (2000) and Crossing the Quality Chasm (2001), finds that diagnosis-and, in particular, the occurrence of diagnostic errorsâ€"has been largely unappreciated in efforts to improve the quality and safety of health care. Without a dedicated focus on improving diagnosis, diagnostic errors will likely worsen as the delivery of health care and the diagnostic process continue to increase in complexity. Just as the diagnostic process is a collaborative activity, improving diagnosis will require collaboration and a widespread commitment to change among health care professionals, health care organizations, patients and their families, researchers, and policy makers. The recommendations of Improving Diagnosis in Health Care contribute to the growing momentum for change in this crucial area of health care quality and safety.

Author : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher :
ISBN 13 :
Total Pages : 884 pages
Book Rating : 4.30/5 ( download)

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Download or read book Medical Malpractice written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher :
ISBN 13 :
Total Pages : 884 pages
Book Rating : 4.05/5 ( download)

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Download or read book Appendix: Report of the Secretary's Commission on Medical Malpractice written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher :
ISBN 13 :
Total Pages : 896 pages
Book Rating : 4.31/5 ( download)

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Download or read book Medical Malpractice; Report: Appendix written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 896 pages. Available in PDF, EPUB and Kindle. Book excerpt: