Resolving Patient Complaints

Resolving Patient Complaints
Author: Liz Osborne
Publisher: Jones & Bartlett Learning
Total Pages: 252
Release: 2004
Genre: Business & Economics
ISBN: 9780763726225

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.

Safer Healthcare

Safer Healthcare
Author: Charles Vincent
Publisher: Springer
Total Pages: 170
Release: 2016-01-13
Genre: Medical
ISBN: 3319255592

The authors of this book set out a system of safety strategies and interventions for managing patient safety on a day-to-day basis and improving safety over the long term. These strategies are applicable at all levels of the healthcare system from the frontline to the regulation and governance of the system. There have been many advances in patient safety, but we now need a new and broader vision that encompasses care throughout the patient’s journey. The authors argue that we need to see safety through the patient’s eyes, to consider how safety is managed in different contexts and to develop a wider strategic and practical vision in which patient safety is recast as the management of risk over time. Most safety improvement strategies aim to improve reliability and move closer toward optimal care. However, healthcare will always be under pressure and we also require ways of managing safety when conditions are difficult. We need to make more use of strategies concerned with detecting, controlling, managing and responding to risk. Strategies for managing safety in highly standardised and controlled environments are necessarily different from those in which clinicians constantly have to adapt and respond to changing circumstances. This work is supported by the Health Foundation. The Health Foundation is an independent charity committed to bringing about better health and health care for people in the UK. The charity’s aim is a healthier population in the UK, supported by high quality health care that can be equitably accessed. The Foundation carries out policy analysis and makes grants to front-line teams to try ideas in practice and supports research into what works to make people’s lives healthier and improve the health care system, with a particular emphasis on how to make successful change happen. A key part of the work is to make links between the knowledge of those working to deliver health and health care with research evidence and analysis. The aspiration is to create a virtuous circle, using what works on the ground to inform effective policymaking and vice versa. Good health and health care are vital for a flourishing society. Through sharing what is known, collaboration and building people’s skills and knowledge, the Foundation aims to make a difference and contribute to a healthier population.

Real Life Responses to Patients' 101 Most Common Complaints about Health Care

Real Life Responses to Patients' 101 Most Common Complaints about Health Care
Author: Susan Keane Baker
Publisher: Fire Starter Publishing
Total Pages: 0
Release: 2008
Genre: Consumer complaints
ISBN: 9780974998657

From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

Improving Diagnosis in Health Care

Improving Diagnosis in Health Care
Author: National Academies of Sciences, Engineering, and Medicine
Publisher: National Academies Press
Total Pages: 473
Release: 2015-12-29
Genre: Medical
ISBN: 0309377722

Getting the right diagnosis is a key aspect of health care - it provides an explanation of a patient's health problem and informs subsequent health care decisions. The diagnostic process is a complex, collaborative activity that involves clinical reasoning and information gathering to determine a patient's health problem. According to Improving Diagnosis in Health Care, diagnostic errors-inaccurate or delayed diagnoses-persist throughout all settings of care and continue to harm an unacceptable number of patients. It is likely that most people will experience at least one diagnostic error in their lifetime, sometimes with devastating consequences. Diagnostic errors may cause harm to patients by preventing or delaying appropriate treatment, providing unnecessary or harmful treatment, or resulting in psychological or financial repercussions. The committee concluded that improving the diagnostic process is not only possible, but also represents a moral, professional, and public health imperative. Improving Diagnosis in Health Care, a continuation of the landmark Institute of Medicine reports To Err Is Human (2000) and Crossing the Quality Chasm (2001), finds that diagnosis-and, in particular, the occurrence of diagnostic errorsâ€"has been largely unappreciated in efforts to improve the quality and safety of health care. Without a dedicated focus on improving diagnosis, diagnostic errors will likely worsen as the delivery of health care and the diagnostic process continue to increase in complexity. Just as the diagnostic process is a collaborative activity, improving diagnosis will require collaboration and a widespread commitment to change among health care professionals, health care organizations, patients and their families, researchers, and policy makers. The recommendations of Improving Diagnosis in Health Care contribute to the growing momentum for change in this crucial area of health care quality and safety.

Medical Malpractice

Medical Malpractice
Author: United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher:
Total Pages: 884
Release: 1973
Genre: Malpractice
ISBN:

Appendix

Appendix
Author: United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher:
Total Pages: 884
Release: 1973
Genre: Physicians
ISBN:

How to Effectively Resolve Consumer Complaints and Motoring Disputes

How to Effectively Resolve Consumer Complaints and Motoring Disputes
Author: Scott Dixon
Publisher:
Total Pages:
Release: 2016-09-24
Genre:
ISBN: 9781539072409

Are you fed up being fobbed off by incompetent staff who laughably call themselves 'Sales Representatives' or 'Customer Service Advisors' when you have a legitimate complaint? Do you simply think it's the way of the world and there is nothing you can do about it? Think again! Using my skills, knowledge and expertise, I can show you how to effectively complain to get fast results and good compensation with the minimum of effort and fuss on your part. What you pay for this knowledge, which will only cost you the price of a pub lunch, will reap rewards time and time again and will, without doubt, be the best investment you have ever made. The inspiration for writing this book came from single handedly fighting (and winning) a wide range of consumer related cases mainly revolving around poor customer service and, in one instance, blatant fraud. Throughout the book I refer to real life cases and give you all the tools you need to win disputes. I have included templates and guidance on legislation to seal your case from the outset, and secure a quick resolution in your favour. Later chapters of the book cover various motoring offences including how to submit pothole claims, contest parking tickets and dispute alleged speeding offences and I show you how I successfully contested an alleged motoring offence by interpreting the Road Traffic Act and quoting the law back to the Police trying to enforce the law. A professional with legal qualifications and a career of nearly twenty years in offshore finance (spanning banking, regulation and tax planning), I am well versed in scrutinising legislation and conducting in-depth due diligence on individuals and companies of all sizes. I would like to give credit to Erin Siddoway for kindly providing me with the design cover for this book, and Alison Nicholson at www.getitwrite.im for proof-reading and editing my work. I appreciate the efforts and contributions they have made in helping me bring this book to fruition.