"I'm Sorry to Hear That..." Real Life Responses to Patients' 101 Most Common Complaints About Health Care

By: Leslie Bank; Susan Baker
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Description

"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.

About the Authors

LeslieBank
SusanBaker