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Resolving patient complaints a step-by-step guide to effective service recovery by Liz Osborne

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Published by Jones and Bartlett Publishers in Boston .
Written in English


  • Health facilities -- Complaints against,
  • Managed care plans (Medical care) -- Administration,
  • Medical personnel and patient,
  • Patient satisfaction

Book details:

Edition Notes

StatementLiz Osborne.
LC ClassificationsRA965.6 .O83 2003
The Physical Object
Paginationp. cm.
ID Numbers
Open LibraryOL3685314M
ISBN 100763726222
LC Control Number2003047438

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Solving Patient Complaints While Avoiding Compliance Snares Lisa Venn, J.D., M.A., CHC Introduction There are four main reasons why having an effective patient grievance process is an essential part of any compliance program. First, the Centers for Medicare & File Size: KB. a streamlined patient complaint capture and resolution pro-cess to improve the capture of patient complaints and griev-ances from multiple parts of the organization and manage them in a centralized database. Methods: In March the PRD rolled out a data man-agement system for tracking patient complaints and gener-. Resolving Patient Complaints: A Step-by-step Guide to Effective Preview this book overview provide the patient/customer recognize the patient/customer report any system resolution II resolve the concern resolving the problem resource person responsibility for investigat risk management service recovery standards Share your organization.   Effective management of patient complaints and grievances is also imperative from a corporate compliance standpoint, not only because of CMS CoPs, and private accreditation standards, but also because individual patient concerns often bring to light larger systems issues, such as quality of care, Medicare billing, and research compliance.

Website for Liz Osborne, author of "Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery". Web pages include her Robyn Kelly Mystery series, historical romance by Bridget Kraft (pseudonym for Liz Osborne), and science fiction by W.L. Hesse (pseudonym for Walter Hesse and Liz Hesse Osborne).   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 5/5(2). Get this from a library! Resolving patient complaints: a step-by-step guide to effective service recovery. [Liz Osborne]. Note: If you're looking for a free download links of Resolving Patient Complaints: A Step-By-Step Guide To Effective Service Recovery Pdf, epub, docx and torrent then this site is not for you. only do ebook promotions online and we does not distribute any free download of ebook on this site.

This book outlines proven methods for appropriately and effectively reviewing, responding to, and documenting patient complaints in health care organizations. Managers, physicians, and HMO employees can use these methods to help increase customer satisfaction, reduce risk-management claims and associated concerns.   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 Author: Liz Osborne. Complaints vs. Grievances CMS Definition of Complaints Patient issues that can be resolved promptly or within 24 hours and involve staff who are present (e.g., nursing, administration, patient advocates) at the time of the complaint. Complaints typically involve minor issues, such as room housekeeping or food Size: 1MB. Patient Relations Public Notice: Resolving a Complaint and Sharing a Compliment Patients or family members may report concerns about quality of care, safety or service to any staff member, member of the medical staff or clinic/unit manager.