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

Author: Liz Osborne
Publisher: Sudbury, Mass. : Jones and Bartlett Publishers, ©2004.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Summary:

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  Read more...

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Document Type: Book
All Authors / Contributors: Liz Osborne
ISBN: 0763726222 9780763726225
OCLC Number: 51937183
Notes: Previous ed. published: Gaithersburg, Md. : Aspen, 1995.
Description: xiii, 233 pages : illustrations ; 28 cm
Contents: Acknowledgments --
Introduction --
Ch. 1 Patient complaints are important --
Ch. 2 Service recovery --
Ch. 3 Service recovery: additional considerations --
Ch. 4 Review process for clinical quality-of-care complaints --
Ch. 5 Correspondence with patients --
Ch. 6 Documenting, tracking, and reporting patient complaints --
Ch. 7 Identification of trends --
Ch. 8 Dealing with the difficult patient --
App. A Service recovery protocols for medical receptionists --
App. B Service recovery protocols for physicians --
App. C Service recovery protocols for the patient representative department --
App. D Service recovery protocols for member services departments --
App. E Service recovery protocols for home health agencies --
App. F Procedure for formal medical staff review of quality-of-care complaints --
App. G Subject of complaints --
Additional readings --
Index. About the author.
Responsibility: Liz Osborne.
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