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You are here > Home > Reading Lists > Risk Management > Resolving Patient Complaints Resolving
Patient Complaints: A Step-By-Step Guide to Effective Service
Recovery, 2nd Edition
Spiral-bound: 256 pages
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. Other tools include:
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. Special Note to Executives and Managers: You may wish to purchase several copies of this book for distribution to frontline staff or for use in staff development.
Change requires an infusion of organization-wide attitudes and protocols. This book:
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. Liz Osborne, MS, has fourteen years experience as manager ofa patient relations department for a large HMO using staff-model, primary care network, and contracted care delivery systems. Ms. Osborne is past president of the Washington Society of Patient Representatives, and is a Fellow and past member of the Board of Directors of the Society for Healthcare Consumer Advocacy (SHCA) of the American Hospital Association. She has spoken at national and state conferences, and taught consumer education classes. Ms. Osborne is currently affiliated with Sage Consulting in Novata, CA. Ms. Osborne has a bachelor of arts degree in English Literature from Seattle University and a master of science degree in Health-Related Behavior from the University of Washington. The author of other healthcare books, she is currently working on a mystery series (fiction) based on her experiences as a patient representative. (information from the publisher) 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 Back to Pages / Home Page / Toolbox for Health Administrators / Bookstore |
