Resolving Patient Complaints

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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.

Safer Healthcare

Author : Charles Vincent
Publisher : Springer
ISBN 13 : 3319255592
Total Pages : 170 pages
Book Rating : 4.3/5 (192 download)

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Book Synopsis Safer Healthcare by : Charles Vincent

Download or read book Safer Healthcare written by Charles Vincent and published by Springer. This book was released on 2016-01-13 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The CMS Hospital Conditions of Participation and Interpretive Guidelines

Author :
Publisher :
ISBN 13 : 9781683086857
Total Pages : 546 pages
Book Rating : 4.0/5 (868 download)

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Book Synopsis The CMS Hospital Conditions of Participation and Interpretive Guidelines by :

Download or read book The CMS Hospital Conditions of Participation and Interpretive Guidelines written by and published by . This book was released on 2017-11-27 with total page 546 pages. Available in PDF, EPUB and Kindle. Book excerpt: In addition to reprinting the PDF of the CMS CoPs and Interpretive Guidelines, we include key Survey and Certification memos that CMS has issued to announced changes to the emergency preparedness final rule, fire and smoke door annual testing requirements, survey team composition and investigation of complaints, infection control screenings, and legionella risk reduction.

Improving Diagnosis in Health Care

Author : National Academies of Sciences, Engineering, and Medicine
Publisher : National Academies Press
ISBN 13 : 0309377722
Total Pages : 473 pages
Book Rating : 4.3/5 (93 download)

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Book Synopsis Improving Diagnosis in Health Care by : National Academies of Sciences, Engineering, and Medicine

Download or read book Improving Diagnosis in Health Care written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2015-12-29 with total page 473 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

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

Author : Susan Keane Baker
Publisher : Fire Starter Publishing
ISBN 13 : 9780974998657
Total Pages : 0 pages
Book Rating : 4.9/5 (986 download)

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Book Synopsis Real Life Responses to Patients' 101 Most Common Complaints about Health Care by : Susan Keane Baker

Download or read book Real Life Responses to Patients' 101 Most Common Complaints about Health Care written by Susan Keane Baker and published by Fire Starter Publishing. This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Narrative Research

Author : Rauno Huttunen
Publisher : Sophi
ISBN 13 : 9789513909826
Total Pages : 271 pages
Book Rating : 4.9/5 (98 download)

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Book Synopsis Narrative Research by : Rauno Huttunen

Download or read book Narrative Research written by Rauno Huttunen and published by Sophi. This book was released on 2002 with total page 271 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do we tell our life stories? What is the point of studying narratives? What is the truth of narratives? How are narratives collected and studied by researchers? In this book the voices of teachers, education researchers, student teachers and philosophers join to form a polyphonic voice that attempts to answer these questions. They shed light on the obscure world of narrative research. This book contains both theoretical articles and empirical examples of narrative research. The theoretical articles introduce and develop the basic concepts of narrative research and focus attention on its philosophical foundations. The empirical articles apply the narrative approach in a multi-dimensional way and provide a clear illustration of narrative research in action. The narrative data consists of teachers' stories about teacher education and school practice.

The Computer-Based Patient Record

Author : Committee on Improving the Patient Record
Publisher : National Academies Press
ISBN 13 : 030957885X
Total Pages : 257 pages
Book Rating : 4.3/5 (95 download)

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Book Synopsis The Computer-Based Patient Record by : Committee on Improving the Patient Record

Download or read book The Computer-Based Patient Record written by Committee on Improving the Patient Record and published by National Academies Press. This book was released on 1997-10-28 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most industries have plunged into data automation, but health care organizations have lagged in moving patients' medical records from paper to computers. In its first edition, this book presented a blueprint for introducing the computer-based patient record (CPR). The revised edition adds new information to the original book. One section describes recent developments, including the creation of a computer-based patient record institute. An international chapter highlights what is new in this still-emerging technology. An expert committee explores the potential of machine-readable CPRs to improve diagnostic and care decisions, provide a database for policymaking, and much more, addressing these key questions: Who uses patient records? What technology is available and what further research is necessary to meet users' needs? What should government, medical organizations, and others do to make the transition to CPRs? The volume also explores such issues as privacy and confidentiality, costs, the need for training, legal barriers to CPRs, and other key topics.

Report of Secretary's Commission on Medical Malpractice

Author : United States. Health, Education and Welfare Depatment
Publisher :
ISBN 13 :
Total Pages : 1074 pages
Book Rating : 4.F/5 ( download)

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Book Synopsis Report of Secretary's Commission on Medical Malpractice by : United States. Health, Education and Welfare Depatment

Download or read book Report of Secretary's Commission on Medical Malpractice written by United States. Health, Education and Welfare Depatment and published by . This book was released on 1973 with total page 1074 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Medical Malpractice

Author : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher :
ISBN 13 :
Total Pages : 884 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Medical Malpractice by : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice

Download or read book Medical Malpractice written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Appendix: Report of the Secretary's Commission on Medical Malpractice

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Book Synopsis Appendix: Report of the Secretary's Commission on Medical Malpractice by : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice

Download or read book Appendix: Report of the Secretary's Commission on Medical Malpractice written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Medical Malpractice; Report: Appendix

Author : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice
Publisher :
ISBN 13 :
Total Pages : 896 pages
Book Rating : 4.M/5 ( download)

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Book Synopsis Medical Malpractice; Report: Appendix by : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice

Download or read book Medical Malpractice; Report: Appendix written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 896 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Appendix

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Book Synopsis Appendix by : United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice

Download or read book Appendix written by United States. Department of Health, Education, and Welfare. Secretary's Commission on Medical Malpractice and published by . This book was released on 1973 with total page 884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Hug Your Haters

Author : Jay Baer
Publisher : Portfolio
ISBN 13 : 1101980672
Total Pages : 240 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Hug Your Haters by : Jay Baer

Download or read book Hug Your Haters written by Jay Baer and published by Portfolio. This book was released on 2016-03 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes a detachable folded poster of "The Hatrix."

The Consumer Action Handbook

Author :
Publisher :
ISBN 13 :
Total Pages : 178 pages
Book Rating : 4.:/5 (3 download)

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Book Synopsis The Consumer Action Handbook by :

Download or read book The Consumer Action Handbook written by and published by . This book was released on 2003 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Role of Telehealth in an Evolving Health Care Environment

Author : Institute of Medicine
Publisher : National Academies Press
ISBN 13 : 0309262011
Total Pages : 159 pages
Book Rating : 4.3/5 (92 download)

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Book Synopsis The Role of Telehealth in an Evolving Health Care Environment by : Institute of Medicine

Download or read book The Role of Telehealth in an Evolving Health Care Environment written by Institute of Medicine and published by National Academies Press. This book was released on 2012-12-20 with total page 159 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1996, the Institute of Medicine (IOM) released its report Telemedicine: A Guide to Assessing Telecommunications for Health Care. In that report, the IOM Committee on Evaluating Clinical Applications of Telemedicine found telemedicine is similar in most respects to other technologies for which better evidence of effectiveness is also being demanded. Telemedicine, however, has some special characteristics-shared with information technologies generally-that warrant particular notice from evaluators and decision makers. Since that time, attention to telehealth has continued to grow in both the public and private sectors. Peer-reviewed journals and professional societies are devoted to telehealth, the federal government provides grant funding to promote the use of telehealth, and the private technology industry continues to develop new applications for telehealth. However, barriers remain to the use of telehealth modalities, including issues related to reimbursement, licensure, workforce, and costs. Also, some areas of telehealth have developed a stronger evidence base than others. The Health Resources and Service Administration (HRSA) sponsored the IOM in holding a workshop in Washington, DC, on August 8-9 2012, to examine how the use of telehealth technology can fit into the U.S. health care system. HRSA asked the IOM to focus on the potential for telehealth to serve geographically isolated individuals and extend the reach of scarce resources while also emphasizing the quality and value in the delivery of health care services. This workshop summary discusses the evolution of telehealth since 1996, including the increasing role of the private sector, policies that have promoted or delayed the use of telehealth, and consumer acceptance of telehealth. The Role of Telehealth in an Evolving Health Care Environment: Workshop Summary discusses the current evidence base for telehealth, including available data and gaps in data; discuss how technological developments, including mobile telehealth, electronic intensive care units, remote monitoring, social networking, and wearable devices, in conjunction with the push for electronic health records, is changing the delivery of health care in rural and urban environments. This report also summarizes actions that the U.S. Department of Health and Human Services (HHS) can undertake to further the use of telehealth to improve health care outcomes while controlling costs in the current health care environment.

Ask a Manager

Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)

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Book Synopsis Ask a Manager by : Alison Green

Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

High Conflict

Author : Amanda Ripley
Publisher : Simon and Schuster
ISBN 13 : 1982128577
Total Pages : 368 pages
Book Rating : 4.9/5 (821 download)

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Book Synopsis High Conflict by : Amanda Ripley

Download or read book High Conflict written by Amanda Ripley and published by Simon and Schuster. This book was released on 2022-04-05 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: "In the tradition of bestselling explainers like The Tipping Point, [this] book [is] based on cutting edge science that breaks down the idea of extreme conflict--the kind that paralyzes people and places--and then shows how to escape it"--