 |
|
|
Directory
of 1,000 Healthcare Recruiters Calendar of Health Observance Dates Recommended
Reading Lists & Bookstore Glossary of Managed Care Terms Health Care Companies & Hospitals Tools for Physician Executives Tools for Traveling Executives
To search this site, click
here. |
You are here > Home > Reading Lists > Risk Management & Infection Control > I'm Sorry to Hear That I'm Sorry to Hear That: Real
Life Responses to Patients' 101 Most Common Complaints About Health
Care Softcover:
114 pages Note to Management: This has been a very popular book for hospitals and physician offices. Viewed as a pro-active method for avoiding litigation and, at the same time, encouraging patient loyalty, this resource has been ordered in quantity by medical officers, risk managers and quality improvement leaders for distribution to direct care staff.
When staff members respond to a patient's complaint, they are responding to the patient's sense of helplessness and anxiety. From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact:
The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization. This book provides you and your staff with:
Susan Keane Baker is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. She has spoken on service quality for health care organizations and associations in 47 states. Her professional experience includes seventeen years in Vice President positions at hospitals in New York and Connecticut. For seven years, she directed the Quality Initiatives Program for a national PPO with 19 million members. She is a Commissioner on the Connecticut State Commission on Medicolegal Investigations. In 2008, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award. Leslie Bank is Director of Customer Service at Montefiore Medical Center, Bronx, New York, a large multi-hospital health care system where a service excellence philosophy is fostered and sustained. She has worked as a "change agent" for over three decades, always aiming at assuring the patient's voice is heard in all aspects of care. Leslie was named "The Mother of Patient Friendly Billing" after her experience in billing reform following a New York Times Op-Ed Editorial entitled: "My Golden Hernia." She has authored two commercial customer service videos and has received national awards for patient satisfaction improvement. You may also be interested in / The Directory of Healthcare Recruiters / Jump to a List / Health Administration & Leadership / Physician Executive, Medical Staff & Practice Management / Finance, Accounting, Economics, Billing & Reimbursement / Coding for Hospital, Physician & Clinical Services / Law, Malpractice, Ethics, Accreditation & Compliance / Quality Improvement, Outcomes & Customer Service / Risk Management, Security, Error Reduction & Patient Safety / Information Systems, Technology & Medical Records / Clinical Management & Executive Nursing / Behavioral Health, Social Work & Psychiatry Management / Human Resources, Management & Supervision / Directories, Data, Trends & Benchmarks / Software & CD-ROMs / Gift Ideas & Recommended Gifts / Journals, Magazines & Newsletters / Search for Books / Books Index / Go to / Home Page / Toolbox for Health Administrators / Bookstore / |
