Liz Osborne

Selected Works

Robyn Kelly Mysteries
Dirty Laundry
On a full moon Friday the 13th, Robyn is challenged by bizarre events.
Masquerade
Patient Representative, Robyn Kelly faces conflict and challenges.
Health Care
Writing as Bridget Kraft
Fields of Gold
Historical romance
Writing as W.L. Hesse (fiction)

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Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery, 2nd Ed.


Resolve patient complaints quickly and effectively.

Your staff may have excellent customer service skills, but in today's competitive healthcare environment, "smile training" is not enough. Patients have more access to healthcare-related information, creating high expectations before they even walk in the door.

"Resolving Patient Complaints" takes the guesswork out of responding to unhappy patients. This highly readable, straightforward resource provides you with the skills and tools necessary to implement a service recovery process, including ways to identify the most common--and the most important--complaints, tracking complaints to improve service, and scripted responses to the most common complaints heard by different healthcare professionals.

To order, click here:
Title: Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery, Second Edition

Author(s): Liz Osborne, MS, Sage Consulting
ISBN: 0763726222