Good Practice Guide To Handling Complaints

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Good Practice Guide

Author : Richard Brindley
Publisher : Routledge
ISBN 13 : 1000481867
Total Pages : 208 pages
Book Rating : 4.0/5 (4 download)

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Book Synopsis Good Practice Guide by : Richard Brindley

Download or read book Good Practice Guide written by Richard Brindley and published by Routledge. This book was released on 2021-12-24 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Professionalism is not automatic with qualification. It is decided by the manner in which you carry out your professional life – the conduct and qualities that you bring to your role. In architecture, it is founded on the principles of honesty, integrity and competence, and a concern for the environment and others. As a trusted expert, it is essential that you gain respect for your skills and knowledge while maintaining veracity and transparency in your relationships and dealings with clients, end users, design and construction professionals and the wider public. With a focus on professional judgement, this book is a personal guide on how to be a self-aware and successful practitioner, aspiring to best practice. It will give you the confidence to create meaningful industry connections and handle contractual disputes, insurance and negligence claims while maintaining a high standard of conduct. By paying attention to business planning, financial processes, good management and effective communication, it will help you to protect your practice’s reputation and increase profitability and cashflow. Ultimately, it will enable you to not only avoid professional pitfalls but to benefit from positive working relationships.

Resolving Patient Complaints

Author : Liz Osborne
Publisher : Jones & Bartlett Learning
ISBN 13 : 9780763726225
Total Pages : 252 pages
Book Rating : 4.7/5 (262 download)

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Book Synopsis Resolving Patient Complaints by : Liz Osborne

Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Model Rules of Professional Conduct

Author : American Bar Association. House of Delegates
Publisher : American Bar Association
ISBN 13 : 9781590318737
Total Pages : 216 pages
Book Rating : 4.3/5 (187 download)

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Book Synopsis Model Rules of Professional Conduct by : American Bar Association. House of Delegates

Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.

A History of ALA Policy on Intellectual Freedom

Author : Office for Intellectual Freedom (OIF)
Publisher : American Library Association
ISBN 13 : 0838913253
Total Pages : 359 pages
Book Rating : 4.8/5 (389 download)

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Book Synopsis A History of ALA Policy on Intellectual Freedom by : Office for Intellectual Freedom (OIF)

Download or read book A History of ALA Policy on Intellectual Freedom written by Office for Intellectual Freedom (OIF) and published by American Library Association. This book was released on 2015-07-01 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Collecting several key documents and policy statements, this supplement to the ninth edition of the Intellectual Freedom Manual traces a history of ALA’s commitment to fighting censorship. An introductory essay by Judith Krug and Candace Morgan, updated by OIF Director Barbara Jones, sketches out an overview of ALA policy on intellectual freedom. An important resource, this volume includes documents which discuss such foundational issues as The Library Bill of RightsProtecting the freedom to readALA’s Code of EthicsHow to respond to challenges and concerns about library resourcesMinors and internet activityMeeting rooms, bulletin boards, and exhibitsCopyrightPrivacy, including the retention of library usage records

Disputing Doctors

Author : Mulcahy
Publisher : McGraw-Hill Education (UK)
ISBN 13 : 0335226582
Total Pages : 183 pages
Book Rating : 4.3/5 (352 download)

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Book Synopsis Disputing Doctors by : Mulcahy

Download or read book Disputing Doctors written by Mulcahy and published by McGraw-Hill Education (UK). This book was released on 2003-08-01 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: * What are patient experiences of making complaints against doctors and what do they seek to achieve? * How do doctors and managers respond to complaints and what do their responses reveal about the implicit tensions in the doctor-patient relationship? * What is the significance of the increasing incidence of disputes for approaches to the delivery of medical care? This book looks at the dynamics of doctor-patient disputes. Reflecting on fifteen years of empirical research in the NHS it considers the contexts in which these disputes arise, the different ways in which the parties construct disputing narratives and moral identities in the course of making and defending their claims, and the extent to which existing systems for resolving disputes are sensitive to their needs. This publication is timely. Since the 1970s there has been an increasing amount of concern about the rise in complaints and medical negligence claims made by patients and their relatives. Based on research with patients, relatives, doctors and NHS managers, the book analyses how they perceive these disputes and what they seek to achieve by holding each other to account. Disputing Doctors is valuable reading for all students, researchers and academics working in the fields of the sociology of health and illness, socio-legal studies, law and medicine, medical sociology, nursing and health policy.

Good Practice Note on Addressing Sexual Exploitation, Abuse, and Harassment in ADB-Financed Projects with Civil Works

Author : Asian Development Bank
Publisher : Asian Development Bank
ISBN 13 : 9292700804
Total Pages : 155 pages
Book Rating : 4.2/5 (927 download)

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Book Synopsis Good Practice Note on Addressing Sexual Exploitation, Abuse, and Harassment in ADB-Financed Projects with Civil Works by : Asian Development Bank

Download or read book Good Practice Note on Addressing Sexual Exploitation, Abuse, and Harassment in ADB-Financed Projects with Civil Works written by Asian Development Bank and published by Asian Development Bank. This book was released on 2023-04-01 with total page 155 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed to identify and tackle sexual exploitation, abuse, and harassment (SEAH) in ADB-financed projects, this Good Practice Note sets out recommendations to prevent, mitigate, and manage this risk to create safe and inclusive workplaces. Focusing on new sovereign projects with civil works in developing member countries, it defines SEAH, highlights who is most vulnerable, and explains why addressing the issue is essential to creating prosperous societies. Outlining the roles of contractors, it shows how to set up reporting mechanisms, provide protection, and communicate key messages to staff in order to slash the risk of SEAH and incentivize cultural change.

Righting Wrongs

Author : Roy Gregory
Publisher : IOS Press
ISBN 13 : 9781586030445
Total Pages : 516 pages
Book Rating : 4.0/5 (34 download)

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Book Synopsis Righting Wrongs by : Roy Gregory

Download or read book Righting Wrongs written by Roy Gregory and published by IOS Press. This book was released on 2000 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: 6. Ombudsman in Australia: Dennis Pearce

The Guide to the HAP Standard

Author : Humanitarian Accountability Partnership
Publisher : Oxfam
ISBN 13 : 085598600X
Total Pages : 251 pages
Book Rating : 4.8/5 (559 download)

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Book Synopsis The Guide to the HAP Standard by : Humanitarian Accountability Partnership

Download or read book The Guide to the HAP Standard written by Humanitarian Accountability Partnership and published by Oxfam. This book was released on 2008 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide provides everything needed for humanitarian agencies and practitioners who want to improve their accountability and quality systems and are aiming for HAP certification. It will also be useful to government departments and international bodies interested in accountability and good practice in the humanitarian sector.

Law and Administration

Author : Carol Harlow
Publisher : Cambridge University Press
ISBN 13 : 0521197074
Total Pages : 881 pages
Book Rating : 4.5/5 (211 download)

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Book Synopsis Law and Administration by : Carol Harlow

Download or read book Law and Administration written by Carol Harlow and published by Cambridge University Press. This book was released on 2009-08-20 with total page 881 pages. Available in PDF, EPUB and Kindle. Book excerpt: A contextualised study setting out the foundations of administrative law, with discussion of case law and legislation to show practical application.

Best Practices in Development Co-operation Toolkit to Support Implementation of the OECD DAC Recommendation on Ending Sexual Exploitation Abuse and Harassment

Download Best Practices in Development Co-operation Toolkit to Support Implementation of the OECD DAC Recommendation on Ending Sexual Exploitation Abuse and Harassment PDF Online Free

Author : OECD
Publisher : OECD Publishing
ISBN 13 : 9264477349
Total Pages : 166 pages
Book Rating : 4.2/5 (644 download)

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Book Synopsis Best Practices in Development Co-operation Toolkit to Support Implementation of the OECD DAC Recommendation on Ending Sexual Exploitation Abuse and Harassment by : OECD

Download or read book Best Practices in Development Co-operation Toolkit to Support Implementation of the OECD DAC Recommendation on Ending Sexual Exploitation Abuse and Harassment written by OECD and published by OECD Publishing. This book was released on 2024-06-28 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Toolkit synthesises learning and examples gathered from Development Assistance Committee (DAC) members and partners, including their work through international fora such as the OECD, as well as additional research. It aims to support DAC members and partners in deepening their work and accelerate progress on any number of topics contained within the DAC Recommendation’s six pillars. Progress in Sexual Exploitation, Abuse and Harassment (SEAH) prevention and response can be very incremental and difficult to measure, in part because it relies on addressing the many underlying factors that support the perpetuation of SEAH, such as cultural and social norms, as well as power dynamics. This Toolkit aims to support progress by DAC members on both technical and political levels, as well as support their coordination efforts with their partners to work towards long-term, sustainable change.

Best Practice Guide on the Control of Iron and Manganese in Water Supply

Author : Adam Postawa
Publisher : IWA Publishing
ISBN 13 : 1780400047
Total Pages : 146 pages
Book Rating : 4.7/5 (84 download)

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Book Synopsis Best Practice Guide on the Control of Iron and Manganese in Water Supply by : Adam Postawa

Download or read book Best Practice Guide on the Control of Iron and Manganese in Water Supply written by Adam Postawa and published by IWA Publishing. This book was released on 2013-08-14 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Best Practice Guide on the Control of Iron and Manganese in Water Supply is one of a series produced by the International Water Association’s Specialist Group on Metals and Related Substances in Drinking Water. Iron and manganese are often found in soft upland water sources associated with natural organic matter and are also commonly found in the groundwater abstracted from confined and unconfined aquifers. The presence of iron and manganese in water is one of the most frequent reasons for customers’ complaint due to aesthetic issues (yellow, brown and black or stains on laundry and plumbing fixtures). These two metals can be removed fairly readily by physico-chemical treatment. The municipal treatment systems deployed derive benefit from their larger scale, particularly in relation to control, but the processes used are less suitable for the numerous small supplies that are the most common water supplies throughout Europe, especially in rural areas. One important source of iron in drinking water is from old corroded cast-iron water mains, historically the material used most commonly in supply networks. Replacement and refurbishment is very expensive and the major challenge is how best to prioritize available expenditure. The purpose for this Best Practice Guide on the Control of Iron and Manganese in Water Supply is to give readers the broad view of a problem based on state-of-the-art compilation of the range of scientific, engineering, regulatory and operational issues concerned with the control of iron and manganese in drinking water. The Guide is of interest to water utility practitioners, health agencies and policy makers, as well as students on civil engineering and environmental engineering courses. Authors: Dr Adam Postawa, AGH University of Science and Technology, Faculty of Geology, Geophysics and Environment Protection, Krakow, Poland and Dr Colin R Hayes, University of Swansea, UK, Chair of IWA Specialist Group on Metals and Related Substances in Drinking Water.

A Practical Guide to Lawyering Skills

Author : Fiona Boyle
Publisher : Routledge
ISBN 13 : 1135327696
Total Pages : 364 pages
Book Rating : 4.1/5 (353 download)

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Book Synopsis A Practical Guide to Lawyering Skills by : Fiona Boyle

Download or read book A Practical Guide to Lawyering Skills written by Fiona Boyle and published by Routledge. This book was released on 2013-10-18 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lawyering skills are increasingly part of undergraduate law degrees as well essential elements in the postgraduate vocational law courses, the LPC and the BVC. This fully updated third edition continues to bring together the theory and practice of these skills in an accessible and practical context. The authors draw on their vast experience of law in practice to develop the core skills taught on both undergraduate and postgraduate courses. Skills covered include: written communication mediation information technology opinion writing drafting advocacy interviewing negotiation legal research. Each chapter uses diagrams, boxes, lists and flow charts to further explain and develop each skill and ends with a further reading section. A Practical Guide to Lawyering Skills is essential reading for all undergraduate and vocational law students seeking to develop the necessary skills to work successfully with law in the twenty-first century.

A Practical Guide to SEC Proxy and Compensation Rules

Author : Amy L. Goodman
Publisher : Wolters Kluwer
ISBN 13 : 0735598959
Total Pages : 1856 pages
Book Rating : 4.7/5 (355 download)

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Book Synopsis A Practical Guide to SEC Proxy and Compensation Rules by : Amy L. Goodman

Download or read book A Practical Guide to SEC Proxy and Compensation Rules written by Amy L. Goodman and published by Wolters Kluwer. This book was released on 2010-10-05 with total page 1856 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to SEC Proxy and Compensation Rules, Fifth Edition is designed to meet the special needs of corporate officers and other professionals who must understand and master the latest changes in compensation disclosure and related party disclosure rules, including requirements and initial SEC implementing rules under the Dodd-Frank Wall Street Reform and Consumer Protection Act. Current, comprehensive and reliable, the Guide prepares you to handle both common issues and unexpected situations. Contributions from the country's leading compensation and proxy experts analyze: Executive compensation tables Compensation disclosure and analysis Other proxy disclosure requirements E-proxy rules Executive compensation under IRC Section 162(m) And much more! Organized for quick, easy access to all the issues and areas youand’re likely to encounter in your daily work, A Practical Guide to SEC Proxy and Compensation Rules Dissects each compensation table individuallyand—the summary compensation table, the option and SAR tables, the long-term incentive plan tableand—and alerts you to the perils and pitfalls of each one Walks you through preparation of the Compensation Disclosure and Analysis Explains the latest interpretations under the SEC's shareholder proposal rule and institutional investor initiatives and what they mean for the coming proxy season Helps you tackle planning concerns that have arisen in the executive compensation context, including strategies for handling shareholder proposals regarding executive compensation and obtaining shareholder approval of stock option plans The Fifth Edition reflects the latest SEC and IRS regulations, guidance, interpretations and disclosure practices. It adds a new chapter focused on developments and practices relating to required public company and“say-on-payand” advisory votes pursuant to the Dodd-Frank Act. Another new chapter addresses director qualifications and Board leadership, diversity, and risk oversight disclosures. This one-volume guide will help you prepare required disclosures as well as make long-range plans that comply fully with regulations and positions taken by the SEC more quickly and completely than ever before. In addition, weand’ve updated the Appendices to bring you the latest rules and relevant primary source material.

The Essential Guide to Handling Workplace Harassment & Discrimination

Author : Deborah England
Publisher : NOLO
ISBN 13 : 9781413310498
Total Pages : 330 pages
Book Rating : 4.3/5 (14 download)

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Book Synopsis The Essential Guide to Handling Workplace Harassment & Discrimination by : Deborah England

Download or read book The Essential Guide to Handling Workplace Harassment & Discrimination written by Deborah England and published by NOLO. This book was released on 2009 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considers the practical realities of applying the law on a day-to-day basis and answers all the common questions, covering: what harrassment is and how to stop it, when and how discrimination occurs, how to conduct training, how to handle employee complaints, and much more. Original.

Practical Guide to Lawyering Skills

Author : Fiona Boyle
Publisher : Cavendish Publishing
ISBN 13 : 1843146614
Total Pages : 401 pages
Book Rating : 4.8/5 (431 download)

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Book Synopsis Practical Guide to Lawyering Skills by : Fiona Boyle

Download or read book Practical Guide to Lawyering Skills written by Fiona Boyle and published by Cavendish Publishing. This book was released on 2003 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide places the theory and practice of lawyering skills in an accessible and practical context. The book looks at how skills are taught and assessed both on undergraduate and vocational courses, and helps students to see skills as an integral element of law.

The Customer Rules

Author : Lee Cockerell
Publisher : Crown Currency
ISBN 13 : 0770435610
Total Pages : 210 pages
Book Rating : 4.7/5 (74 download)

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Book Synopsis The Customer Rules by : Lee Cockerell

Download or read book The Customer Rules written by Lee Cockerell and published by Crown Currency. This book was released on 2013-03-05 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

A Practical Guide to University and College Management

Author : Steve Denton
Publisher : Routledge
ISBN 13 : 1135283230
Total Pages : 608 pages
Book Rating : 4.1/5 (352 download)

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Book Synopsis A Practical Guide to University and College Management by : Steve Denton

Download or read book A Practical Guide to University and College Management written by Steve Denton and published by Routledge. This book was released on 2009-09-11 with total page 608 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written for Higher Education managers and administrators, A Practical Guide to University and College Management is a highly accessible text that offers practical guidance on how to manage the day-to-day life of universities. The authors take a proactive approach and offer a range of good practice examples and solutions, designed to resolve the dilemmas that arise in today’s rapidly changing higher education environment. Drawing on a wealth of management experience, this edited collection pulls together advice and practical guidance from expert managers working in the field of Higher Education. Each chapter is underpinned by theoretical perspectives to support invaluable pragmatic hints, mini-case studies, practical examples, and sample guidelines. The book covers four main areas: Selecting and inducting students: This section outlines the essential process for targeting, attracting, recruiting and inducting students Managing throughout the university year: Advice on the student experience, from the admissions process right up to graduation Assuring the quality of the student learning experience: How to manage course administration, student learning through assessment, student complaints and issues of quality assurance Maximising staff and student engagement: This section looks at how to maximise commitment and involvement by both staff and students, and includes approaches and examples of engagement implementation at other universities A Practical Guide to College and University Management will be of interest to Higher Education managers, administrators, and anyone looking for a pragmatic "how to" navigational guide that informs the working life of a university, from attracting students through to graduation. It offers managers and administrators essential training and support required to promote highly successful and efficient Higher Education Institutions, and is essential reading for anyone who works in university administration or aspires to do so. Sally Brown is Pro-Vice-Chancellor for Assessment, Learning and Teaching at Leeds Metropolitan University. She has published widely on innovations in teaching, learning and particularly assessment. Steve Denton is Pro-Vice-Chancellor and Registrar and Secretary at Leeds Metropolitan University bringing together University-wide student administrative and support services, including governance and legal matters, the academic registry, planning, student services, communication and marketing and widening access and participation.