A Patient Centered Approach To Handling Complaints And Grievances

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.

Cultivating a Digital Culture for Effective Patient Engagement offers a strategic framework for healthcare provider websites in order to support patient engagement and connected health initiatives. Referred to as the Health Empowerment Web Strategy Index (HEWSi), the proposed framework is complemented by a detailed "check list" of health empowerment items organizations should incorporate into their website design. A healthcare provider’s website should be an effective resource for empowering the health of patients no matter where patients are in their digital culture evolution. The challenge for many organizations is that patient engagement/connected health initiatives are frequently developed and managed separately from the organization’s digital marketing efforts. This book recognizes this disconnect and advocates for a reimaging of healthcare provider websites based on the four domains of the HEWSi strategic framework: (1) orienting; (2) enlightening; (3) aligning; and (4) personalizing. As a framework and toolkit, HEWSi helps breakdown patient engagement silos within healthcare organizations by allowing varied functional teams (marketing; web developers; patient experience staff; clinical leaders; HIM/HIS personnel; etc.) to congregate around a shared pathway for conversing, strategizing, planning, and developing an effective patient empowerment website.

The Person-Centered Care (PCC) conceptual background of healthcare positions a person in the center of a healthcare system, instead of defining a patient as a set of diagnoses and treatment episodes. The PCC-based concep- tual background triggers enhanced application of Artificial Intelligence (AI), as it dissolves the limits of processing traditional medical data records. The ambition of taking care of a person health by knowing life conditions, values, and expectations for nurturing own health adds new dimensions for making PCC operational.

A book whose purpose is to offer guidance to individuals, organizations and agencies on how to develop day care programmes for patients with Alzheimer's disease or a related dementia. A range of programme aspects are covered from administrative details to social factors and evaluation techniques.

This volume delves into the potential that design thinking can have when applied to organizational systems and structures in health care environments to mitigate risks, reduce medical errors and ultimately improve patient safety, the quality of care, provider well-being, and the overall patient experience.

Provide the latest in superior quality care for critically ill children with the full-color, updated 4th Edition of Fuhrman and Zimmerman’s Pediatric Critical Care. In print, and now online, Drs. Bradley P. Fuhrman and Jerry J. Zimmerman use a comprehensive, organ-systems approach to help you manage a full range of disease entities. Get up-to-the-minute knowledge of topics such as acute lung injury, multiple organ dysfunction syndrome, and more. Implement new clinical techniques and diagnostic tests, weigh the varying perspectives of six associate editors with expertise in the field, reference 1,000+ illustrations to aid diagnosis, and keep sharp with online access to board-style review questions. This definitive title will ensure that you consistently deliver the very best intensive care to your pediatric patients. Focus on the development, function, and treatment of a wide range of disease entities with the text’s clear, logical, organ-system approach. Keep all members of the pediatric ICU team up to date with coverage of topics particularly relevant to their responsibilities. Keep current with the latest developments in palliative care, mass casualty/epidemic disease, acute respiratory failure, non-invasive ventilation, neurocritical care, neuroimaging, hypoxic-ischemic encephalopathy, stroke and intracerebral hemorrhage, systemic inflammatory response syndrome, acute lung injury, multiple organ dysfunction syndrome, and much more. Quickly find the information you need with sections newly reorganized for easier access. Gain the perspectives of six expert associate editors on all the new developments in the field. Understand complex concepts quickly and conclusively with a brand new full-color format and more than 1,000 illustrations. Search the full text, download the image library, and access online board review questions targeting every relevant topic, all at www.expertconsult.com.

David Samuels, a leading authority on financial models in healthcare, draws on his multidisciplinary background in all aspects of managed care to provide an expansive yet detailed perspective of this complex field. Grounded in evidence-based modeling, the book’s multidisciplinary focus puts the spotlight on core concepts from the standpoints of health plans, hospitals, physician practice, and their respective integrated network models. You’ll learn what happened when a country’s national health care plan is developed with problematic underwriting, why hospitals will always be victimized at their payer’s bargaining table, and even how to improve the current primary care shortage at both 50% less provider costs as well as with triple their members’ compliance in wellness care. The book gives you the critical tools to stay ahead of the learning curve, engage patients to take responsibility for their own and their family’s health status, and improve your differentiation in a RAPIDLY changing marketplace.