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Author: Health Services Review Council (Vic.) Publisher: ISBN: Category : Complaints (Administrative procedure) Languages : en Pages : 50
Book Description
"This Guide is designed to assist health service providers to develop and implement effective complaint handling practices"--Foreward.
Author: Health Services Review Council (Vic.) Publisher: ISBN: Category : Complaints (Administrative procedure) Languages : en Pages : 50
Book Description
"This Guide is designed to assist health service providers to develop and implement effective complaint handling practices"--Foreward.
Author: Liz Osborne Publisher: Jones & Bartlett Learning ISBN: 9780763726225 Category : Health facilities Languages : en Pages : 252
Book Description
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 comments, As well as strategies for monitoring and analyzing the information documented by patient claims. 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. 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 manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.
Author: Wendy Leebov Publisher: Createspace Independent Publishing Platform ISBN: 9781480072534 Category : Medical personnel and patient Languages : en Pages : 0
Book Description
Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace them as a second chance to make things right for the people we serve. And the fact is, every employee is the first point of contact for one complaint or another. 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 the right people involved. This is a great tool for managers and educators to use with staff to develop positive attitudes and concrete skills for turning dissatisfaction into satisfaction through effective communication.
Author: Chris Gunn Publisher: ISBN: 9780443070235 Category : Medical Languages : en Pages : 235
Book Description
In 1996 new statutory guidelines were published, but there is no definitive guidance available about implementation. Staff are expected to follow certain procedures. In theory this is an area that could involve all staff anywhere in the NHS and complaints are on the increase. In 1997-98 over 38 000 written complaints were received in England alone, about general medical and dental services and family health services administration. Complaints systems have been classified as one element of clinical governance and so are likely to have an even higher profile in future. A Practical Guide to Complaints Handling is set out in two parts, Primary Care and Secondary Care. The material is user friendly and assessable equally to professional and lay people. Practical examples are used to demonstrate the best way to deal with each scenario. The underpinning legislation is provided in an appendix.
Author: Sanjay Patole Publisher: Springer ISBN: 331911526X Category : Medical Languages : en Pages : 296
Book Description
This book will provide anyone with an interest in the clinic with a basic guide on those things that are not taught during medical school or any other pre-clinical trainings. The line-up of authors was carefully assembled to include experts in all respective fields to give this volume the authority it requires to be a relevant text for many.
Author: Anne Ward Platt Publisher: CRC Press ISBN: 1315347326 Category : Medical Languages : en Pages : 130
Book Description
Conciliation is the term used in the National Health Service to describe a particular form of dispute resolution that is used in relation to the complaints process. Conciliation has uses beyond the resolution of complaints. It can be of value in any situation where the clinical relationship has broken down. Equally, it may be used in an attempt to restore relationships as part of conflict management, either within the NHS or in other organisations where conflict or disagreement exists. This concise, practical guide clearly sets out the role of conciliation, and dispels the many misconceptions surrounding procedures and expectations. Conciliation in Healthcare provides invaluable resources for all healthcare staff involved in complaints, either from an operational, strategic or academic perspective. This includes conciliators themselves and those involved in their training, and staff with specific responsibilities for implementing complaints procedures, both in the public and private sectors. It's also highly recommended for those who provide advocacy and support for complainants, as well as those against whom complaints have been made.
Author: Health Services Review Council (Vic.)
Author: Health Services Review Council (Vic.)
Author: Liz Osborne
Author: Wendy Leebov
Author: Chris Gunn
Author: 
Author: Sanjay Patole
Author: 
Author: Anne Ward Platt
Author: Ratih Hurriyati
Author: M. Lauren Basham