Open To Complaints
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Resolving Patient Complaints
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Author : Liz Osborne
language : en
Publisher: Jones & Bartlett Learning
Release Date : 2004
Resolving Patient Complaints written by Liz Osborne and has been published by Jones & Bartlett Learning this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Health facilities categories.
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.
Complaint
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Author : Sara Ahmed
language : en
Publisher: Duke University Press
Release Date : 2021-08-09
Complaint written by Sara Ahmed and has been published by Duke University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-09 with Social Science categories.
In Complaint! Sara Ahmed examines what we can learn about power from those who complain about abuses of power. Drawing on oral and written testimonies from academics and students who have made complaints about harassment, bullying, and unequal working conditions at universities, Ahmed explores the gap between what is supposed to happen when complaints are made and what actually happens. To make complaints within institutions is to learn how they work and for whom they work: complaint as feminist pedagogy. Ahmed explores how complaints are made behind closed doors and how doors are often closed on those who complain. To open these doors---to get complaints through, keep them going, or keep them alive---Ahmed emphasizes, requires forming new kinds of collectives. This book offers a systematic analysis of the methods used to stop complaints and a powerful and poetic meditation on what complaints can be used to do. Following a long lineage of Black feminist and feminist of color critiques of the university, Ahmed delivers a timely consideration of how institutional change becomes possible and why it is necessary.
Federal Sector Report On Eeo Complaints And Appeals By Federal Agencies For
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Author :
language : en
Publisher:
Release Date : 1999
Federal Sector Report On Eeo Complaints And Appeals By Federal Agencies For written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Civil service categories.
Hc 350 Complaints And Raising Concerns
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Author : Great Britain. Parliament. House of Commons. Health Committee
language : en
Publisher: The Stationery Office
Release Date : 2015
Hc 350 Complaints And Raising Concerns written by Great Britain. Parliament. House of Commons. Health Committee and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Medical categories.
Most of those who complain about NHS services do not seek financial redress. They do so because they wish to have their concerns and experiences understood and for any failings to be acknowledged and put right so that others do not suffer the same avoidable harm. Where such errors occur, patients and their families deserve to be met with a system which is open to complaints, supports them through the process and which delivers a timely apology, explanation and a determination to learn from mistakes. The current system for complaints handling however, remains variable. Too many complaints are mishandled with people encountering poor communication or at worst, a defensive and complicated system which results in a complete breakdown in trust and a failure to improve patient safety. The Committee welcomes the progress made since their last report, but in this, the Committee's final report on complaints and concerns in this Parliament, an overview is set out of the developments and recommendations to date as well as those expected in 2015. The Committee also makes a number of recommendations where further action is required.
Analysis Of Ambulance Complaints Databasing Statistical Reporting And More
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Author : Steven Gilbert
language : en
Publisher: iUniverse
Release Date : 2020-03-19
Analysis Of Ambulance Complaints Databasing Statistical Reporting And More written by Steven Gilbert and has been published by iUniverse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-19 with Reference categories.
This book is meant to be a reference book for ambulance investigators. Its primary focus is the importance of the investigative unit’s database, especially databasing information from individual complaints, as well as self-generated investigations. It includes a concept called “the family of complaint types”, which lists 494 related reports. Additionally, there are 543 other database reports that pertain to one or more of 46 investigative categories. From an investigative point-of-view the book covers what information should be databased, why so much information should be databased, the investigative benefits of entering so much information into the database, four sources for statistical information, the presentation of investigative stats, and lastly, the importance of a yearly Investigative Unit recap report. The first section covers a potpourri of topics which are not database related. These topics include information on complaints, what we can learn from complaints, investigations and cases, a formal investigative process, the importance of contacting the complainant as soon as possible after being assigned the case, a coverup is always worse than the original incident, negative EMS perception, the Media, the use of drones in EMS investigations, investigative vital signs, and the history of the investigative unit. The remainder of the sections pertain to databasing.
Documents Of The City Of Boston
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Author : Boston (Mass.). City Council
language : en
Publisher:
Release Date : 1877
Documents Of The City Of Boston written by Boston (Mass.). City Council and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1877 with Boston (Mass.) categories.
The Use Of Less Than Fee Acquisition For The Preservation Of Open Space
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Author : Robert E. Coughlin
language : en
Publisher:
Release Date : 1977
The Use Of Less Than Fee Acquisition For The Preservation Of Open Space written by Robert E. Coughlin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1977 with Nature categories.
Nhs Complaints Managers
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Author : Clare Xanthos
language : en
Publisher: Universal-Publishers
Release Date : 2004
Nhs Complaints Managers written by Clare Xanthos and has been published by Universal-Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Psychology categories.
This thesis is an interdisciplinary study of the conflicts and tensions in the role of NHS complaints managers. The thesis sets out to explore the contradictions inherent in the role of complaints managers and the ways complaints managers deal with these contradictions. The interdisciplinary theoretical underpinning of the research is informed by conceptualizations of the complaints manager in the specific socio-legal sense of 'complaints handler'/ third-party dispute handler;' a broader public administration framework, of 'administrator'/ bureaucrat, and finally a wide-ranging sociological/ social psychological framework, as 'social actor'. Thus the thesis draws on an eclectic range of literature from socio-legal studies, public administration, sociology, and social psychology. It also draws on non-theoretical social policy literature in relation to the policy context of the thesis. In relation to methodology, the research uses a qualitative approach. It is based on in depth telephone interviews recorded with thirty NHS complaints managers, which were transcribed verbatim and are the focus of systematic analysis. The complaints managers' interviews are supplemented with documentary analysis of job descriptions and person specifications of NHS complaints managers and email interviews with 'NHS complaints experts' (who are not complaint managers) who have a specialist knowledge of the complaints manager role. Three key areas emerged as the principal findings of the research: *The complaints manager's role encompasses inherent contradictions, regardless of the personal style or individual approach of the complaints manager; *Complaints managers exhibited opposing stances (that is very different responses/ reactions) to the inherent contradictions in their role in relation to 'organization orientation' versus 'complainant orientation'; *There were different types of complaints managers. Accordingly, a typology of complaints managers was generated with specific reference to their responses and reactions to the inherent contradictions in their role, in terms of complainant orientation versus organization orientation. In conclusion, the thesis argues that there are without doubt fundamental contradictions in the role of NHS complaints managers in terms of reconciling complainants' rights with organizational requirements. However, ultimately, individual complaints managers respond and react very differently to the inherent contradictions in their role.
Uplifting Service
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Author : Ron Kaufman
language : en
Publisher:
Release Date : 2012
Uplifting Service written by Ron Kaufman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
Complaints And Litigation
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Author : Great Britain: Parliament: House of Commons: Health Committee
language : en
Publisher: The Stationery Office
Release Date : 2011-06-30
Complaints And Litigation written by Great Britain: Parliament: House of Commons: Health Committee and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06-30 with Political Science categories.
Additional written evidence is contained in Volume 3, available on the Committee website at www.parliament.uk/healthcom