Product Description

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", "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. "I'm Sorry to Hear That.." Real Life Responses to Patients' 101 Most Common Complaints About Health Care provides you with: More than 300 responses you can choose from when patients complain about billing, service quality, their environment, your colleagues and communication. A training resource for staff education programs. A fast way to help new staff members feel comfortable responding to complaints. A tangible tool provided to staff to demonstrate your organization's commitment to service excellence. Suggested wording that can be incorporated into written responses to patients. Ideas that you can use today to respond to the 101 most common complaints about health care. Authored by Susan Keane Baker and Leslie Bank

Product Details

• Amazon Sales Rank: #112025 in Books
• Published on: 2008-12-30
• Original language: English
• Number of items: 1
• Binding: Paperback
• 114 pages

Features

• ISBN13: 9780974998657
• Condition: NEW
• Notes: Brand New from Publisher. No Remainder Mark.
• Click here to view our Condition Guide and Shipping Prices

About the Author
Susan Keane Baker is the author of Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients. She has spoken on service quality for health care organizations and associations in 47 states. Her professional experience includes seventeen years in Vice President positions at hospitals in New York and Connecticut. For seven years, she directed the Quality Initiatives Program for a national PPO with 19 million members. She is a Commissioner on the Connecticut State Commission on Medicolegal Investigations. In 2008, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award. Leslie Bank is Director of Customer Service at Montefiore Medical Center, Bronx, New York, a large multi-hospital health care system where a service excellence philosophy is fostered and sustained. She has worked as a "change agent" for over three decades, always aiming at assuring the patient's voice is heard in all aspects of care. Leslie was named "The Mother of Patient Friendly Billing" after her experience in billing reform following a New York Times Op-Ed Editorial entitled: "My Golden Hernia." She has authored two commercial customer service videos and has received national awards for patient satisfaction improvement.

Customer Reviews

parents can learn a lot
This is a book with attitude - a calm, sympathetic attitude. The gentle suggestions it offers lead one toward a customer service attitude toward life. All relationships begin with listening to the other person. Parents do well to receive children's complaints seriously, even when they seem absurd or impertinent. After all, children like hospital patients are relatively helpless.
Everyone can enjoy this book. It can help anyone remember to suffer even the foolish graciously.

First responders, first impressions!
What an awesome book! I write as a former clinician(RN), hospital manager, senior healthcare executive, and currently as a healthcare consultant, executive coach and author. I'm also a patient, who's had 3 brain surgeries, involving more than 20 hours of neurosurgery and 30 radiation treatments. With all of this "experience" and as context for my impressions, I relished every page of Keane Baker's book for its sheer authenticity. It's so wise and practical, every health care team member, irrespective of role (or "rank"), will benefit. As a bonus, the book's organization renders it accessible and easily applicable to human interactions. As most business enterprises already know, "service recovery" is a smart and instructive practice when something hasn't gone well from the customer's perspective. It's also imperative to nurturing constructive communications in relationships with those most important to us, be they patients, colleagues, clients, or family members!

A "Must-Have" Resource for Health Professionals Everywhere
"I'm Sorry to Hear That..." is an indispensable reference guide that should be at arm's reach of every health care provider and staff member in hospitals, medical practices, and home health agencies everywhere! Baker and Bank offer stellar advice on dealing with a broad range of complaints typically made by patients and family members that, if followed, will help to calm people's emotions, identify and attend to their needs, and improve relationships in the process. Rather than shoot from the hip and say or do things that make problems worse, providers and staff members can refer to the book for more than 300 "best" responses that Baker and Bank offer for the 101 most common complaints. It's concise, easy-to-use, and packed with wisdom. I plan to recommend this book as a "must-have" resource for all of my clients.