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| Acknowledgments | ||
| Introduction | ||
| Ch. 1 | Patient Complaints Are Important | 1 |
| Ch. 2 | Service Recovery | 9 |
| Ch. 3 | Service Recovery: Additional Considerations | 21 |
| Ch. 4 | Review Process for Clinical Quality-of-Care Complaints | 29 |
| Ch. 5 | Correspondence with Patients | 45 |
| Ch. 6 | Documenting, Tracking, and Reporting Patient Complaints | 71 |
| Ch. 7 | Identification of Trends | 85 |
| Ch. 8 | Dealing with the Difficult Patient | 93 |
| App. A | Service Recovery Protocols for Medical Receptionists | 121 |
| App. B | Service Recovery Protocols for Physicians | 141 |
| App. C | Service Recovery Protocols for the Patient Representative Department | 149 |
| App. D | Service Recovery Protocols for Member Services Departments | 167 |
| App. E | Service Recovery Protocols for Home Health Agencies | 195 |
| App. F | Procedure for Formal Medical Staff Review of Quality-of-Care Complaints | 205 |
| App. G | Subject of Complaints | 211 |
| Additional Readings | 223 | |
| Index | 227 | |
| About the Author | 233 |
| Price | Condition | Delivery | Seller | Action |
| $103.51 | Digital |
| WonderClub |
Justin Schrump
reviewed Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery on May 02, 2012
Resolving Patient Complaints
Hard to read if you've been through the NICU with a premature baby but a very good book....one to be shared with obstetricians and neonatologists to raise awareness that the impacts of prematurity don't end when you walk out the NICU door. Ruth is a tireless warrior for premature infants and their families and her book is fantastic.
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Add Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery, 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 System. Readers Will Learn How To Develop A System For Documenting Patient Complaints And , Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery to the inventory that you are selling on WonderClubX
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Add Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery, 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 System. Readers Will Learn How To Develop A System For Documenting Patient Complaints And , Resolving Patient Complaints: A Step-By-Step Guide to Effective Service Recovery to your collection on WonderClub |
