Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery, 2nd Edition
Liz A. Osborne, MS
Spiral-bound: 256 pages
Jones & Bartlett
(click below for the very best currently available price for this title)
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 hospital system. Readers will learn how to:
develop a system for documenting patient complaints and comments, as well as
implement strategies for monitoring and analyzing the information documented by patient 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.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.
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:
Provides detailed recommendations for dealing with a variety of difficult and challenging patients
Gives service recovery protocols for a variety of health care settings
Includes sample scripted responses for the most common types of complaints heard by different practitioners, and responses that can be used by staff
Contains sample resolution correspondence to patients that can be modified to fit particular situations
Provides examples of forms that can be used by staff to document and review patient complaints
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)
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