Liz Osborne, M.S.

Liz Osborne received a B.A. in English Literature from Seattle University, and a M.S. in Health-Related Behavior from the University of Washington. For fifteen years, she managed the Consumer Relations Department at Group Health Cooperative of Puget Sound in Seattle. Since then, she has written several books on patient relations and patient education articles for the Internet.

Her book, "Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery" was first published by Aspen Publishing in 1995. The 2nd edition was published by Jones & Bartlett Publishing in 2004. It remains the most comprehensive book on consumer complaints focused specifically on healthcare.

Her first Robyn Kelly mystery, "Masquerade," based on her patient relations experiences was published in March 2007 by Five Star.

In addition to her healthcare related books, she has written several novels, including an historical romance, "Fields of Gold," under the pseudonym Bridget Kraft, and science fiction, "Timegate" under the pseudonym, W.L.Hesse.

Ms. Osborne is a Fellow and a former member of the Board of Directors of the Society for Healthcare Consumer Advocacy, and is currently affiliated with Sage Consulting. She is also a member of the Authors Guild, Mystery Writers of America, and Pacific NW Writers Assn.