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| Author | : Liz Osborne |
| Publisher | : Jones & Bartlett Learning |
| Total Pages | : 234 |
| Release | : 1995 |
| Genre | : Health facilities |
| ISBN | : 0834206749 |
A comprehensive volume for establishing a patient service recovery program to handle both everyday & serious complaints, this guide offers a system that adapts many successful customer service techniques from other service industries to a health care setting.
| Author | : Wendy Leebov |
| Publisher | : Createspace Independent Publishing Platform |
| Total Pages | : 0 |
| Release | : 2012-10-22 |
| Genre | : Medical personnel and patient |
| ISBN | : 9781480072534 |
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 | : Albert Gore |
| Publisher | : DIANE Publishing |
| Total Pages | : 43 |
| Release | : 1997-06 |
| Genre | : |
| ISBN | : 0788140175 |
Fed. agencies were directed to survey their customers to see what kind of service people want and whether they are getting it; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. and analysis; planning; human resources development and mgmt.; customer focus, expectations and satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.
| Author | : National Performance Review (U.S.) |
| Publisher | : |
| Total Pages | : 54 |
| Release | : 1996 |
| Genre | : Business & Economics |
| ISBN | : |
| Author | : Anne Ward Platt |
| Publisher | : CRC Press |
| Total Pages | : 130 |
| Release | : 2018-04-19 |
| Genre | : Medical |
| ISBN | : 1315347326 |
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 | : Jonathan Reinarz |
| Publisher | : Routledge |
| Total Pages | : 301 |
| Release | : 2014-12-17 |
| Genre | : Medical |
| ISBN | : 1317637631 |
Recent studies into the experiences and failures of health care services, along with the rapid development of patient advocacy, consumerism and pressure groups have led historians and social scientists to engage with the issue of the medical complaint. As expressions of dissatisfaction, disquiet and failings in service provision, past complaining is a vital antidote to progressive histories of health care. This book explores what has happened historically when medicine generated complaints. This multidisciplinary collection comprises contributions from leading international scholars and uses new research to develop a sophisticated understanding of the development of medicine and the role of complaints and complaining in this story. It addresses how each aspect of the medical complaint – between sciences, professions, practitioners and sectors; within politics, ethics and regulatory bodies; from interested parties and patients – has manifested in modern medicine, and how it has been defined, dealt with and resolved. A critical and interdisciplinary humanities and social science perspective grounded in historical case studies of medicine and bioethics, this volume provides the first major and comprehensive historical, comparative and policy-based examination of the area. It will be of interest to historians, sociologists, legal specialists and ethicists interested in medicine, as well as those involved in healthcare policy, practice and management.
| Author | : Great Britain. National Audit Office |
| Publisher | : The Stationery Office |
| Total Pages | : 56 |
| Release | : 2008 |
| Genre | : Medical |
| ISBN | : 9780102954296 |
There are currently two separate statutory processes for handling complaints about health and social care services. NHS organisations are accountable to the Department of Health and social care services are accountable through their local authority, whilst adult social care rests with the Department. There are differences in the numbers of stages and timescales involved, and in the arrangements for advocacy support and independent investigation. The Health Service Ombudsman is responsible for the ultimate review and decision on NHS complaints and the Local Government Ombudsman for social care complaints. The NAO is this report (HCP 853, session 2007-08), has undertaken an evaluation of existing performance, capability, capacity and costs of complaints handling in both health and adult social care. The NAO has set out a number of findings and recommendations, including: that where people are dissatisfied, there is a low number who make formal complaints; that navigating the complaints systems is not straightforward, partcularly for health service users; only a small proportion of NHS complainants are aware, or receive national advocacy support; that the culture and attitudes of the organisations are often a barrier to responsive complaint handling; neither the health or social care organisations know the cost of complaints handling; that pursuing a complaint requires considerable time, determination and resilience.
| Author | : Leonard J. Marcus |
| Publisher | : John Wiley & Sons |
| Total Pages | : 514 |
| Release | : 2011-06-15 |
| Genre | : Medical |
| ISBN | : 1118021576 |
Renegotiating Health Care Since the first edition of Renegotiating Health Care was published in 1995, new treatments, technologies, business models, reimbursement methods, and regulations have tangibly transformed the substance of health care negotiation. This thoroughly revised and updated edition of Renegotiating Health Care offers a practical guide to negotiation and conflict resolution in the health care field. It explores why unresolved conflict can hamper any organization's ability to make timely, cost-effective decisions and implement new strategies. The book focuses on the complex interactions between those who deliver, receive, administer, and oversee health care. It defines negotiation techniques and conflict resolution approaches that can improve efficiency, quality of care, and patient safety. Renegotiating Health Care outlines strategies and methods to resolve the myriad thorny issues encompassing the health care enterprise. It should be required reading for students and professionals in health services management, clinicians, leaders, policy makers, and conflict resolution experts working in the health care field. Praise for Renegotiating Health Care "An outstanding book! I learned their principles of meta-leadership while at the CDC and continue to use them at ABC News. This book is a must for anyone in leadership: practical, intuitive, and priceless." Richard E. Besser, MD, chief health and medical editor, ABC News "This book is a must-read to assist today's health professional navigate the ever-changing health care delivery system. Leadership will be the key to success." Pat Ford-Roegner, RN, MSW, FAAN, senior health consultant and former CEO, American Academy of Nursing
| Author | : Cecelia K. Golightly |
| Publisher | : Jones & Bartlett Learning |
| Total Pages | : 268 |
| Release | : 1981 |
| Genre | : Health services administration |
| ISBN | : 9780894433719 |
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