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.
Liz Osborne writes the Robyn Kelly mystery series based on her own experiences as a patient relations manager for a large healthcare organization.
Booklist said about Masquerade, "Robyn is a likeable character and an engaging narrator. Novelist Osborne effectively intersperses interesting details about hospital routines and patient-relations work into the story." Publishers Weekly called Dirty Laundry, the second book in the series, a "delightful...clean-as-a-whistle cozy."
She is also the author of the patient relations primer, "Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery."
An avid gardener and genealogist, she lives in Western Washington with her husband and two dogs.
Visit her website at www.lizosborne.com
