Download or read book Resolving Patient Complaints written by Liz Osborne and published by Jones & Bartlett Learning. This book was released on 2004 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Corporate Guide to Effective Complaint Management written by M. Lauren Basham and published by . This book was released on 1994 with total page 66 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Complaint Management Excellence written by Sarah Cook and published by Kogan Page Publishers. This book was released on 2012-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Download or read book Effective Complaint Management written by Bernd Stauss and published by Springer. This book was released on 2019-01-31 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Download or read book Management and Leadership A Guide for Clinical Professionals written by Sanjay Patole and published by Springer. This book was released on 2015-01-05 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book will provide anyone with an interest in the clinic with a basic guide on those things that are not taught during medical school or any other pre-clinical trainings. The line-up of authors was carefully assembled to include experts in all respective fields to give this volume the authority it requires to be a relevant text for many.
Download or read book Handling Customer Complaints written by Lemuel Dowdy and published by . This book was released on 1980 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Good Trustee Guide written by Peter Dyer and published by NCVO. This book was released on 2008-10-03 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Download or read book The Customer Rules written by Lee Cockerell and published by Crown Currency. This book was released on 2013-03-05 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Download or read book Complaints to Cheers Feedback to Gold Mastering Complaints Management written by Gerard Assey and published by Gerard Assey. This book was released on 2023-10-31 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 'Complaints to Cheers, Feedback to Gold: Mastering Complaints Management,' you'll embark on a journey to unlock the potential of complaints. This comprehensive guide explores the critical role of effective complaints management and the profound benefits it offers to organizations and individuals. It delves into the far-reaching consequences of unresolved complaints, emphasizing their impact on reputation, customer loyalty, and workforce morale. From understanding the psychology of complaints to equipping you with vital skills like active listening and empathy, each chapter provides actionable insights. Real-world examples, interactive training games, and practical templates empower readers to transform complaints into opportunities for growth. The book underscores the importance of fostering a complaint-friendly culture and the pivotal role of leadership in complaints management. It's certainly an essential resource for instilling trust, excellence, and continuous improvement within organizations.
Download or read book A Comprehensive Guide to the NIST Cybersecurity Framework 2 0 written by Jason Edwards and published by John Wiley & Sons. This book was released on 2024-12-23 with total page 453 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to enhance your organization’s cybersecurit y through the NIST Cybersecurit y Framework in this invaluable and accessible guide The National Institute of Standards and Technology (NIST) Cybersecurity Framework, produced in response to a 2014 US Presidential directive, has proven essential in standardizing approaches to cybersecurity risk and producing an efficient, adaptable toolkit for meeting cyber threats. As these threats have multiplied and escalated in recent years, this framework has evolved to meet new needs and reflect new best practices, and now has an international footprint. There has never been a greater need for cybersecurity professionals to understand this framework, its applications, and its potential. A Comprehensive Guide to the NIST Cybersecurity Framework 2.0 offers a vital introduction to this NIST framework and its implementation. Highlighting significant updates from the first version of the NIST framework, it works through each of the framework’s functions in turn, in language both beginners and experienced professionals can grasp. Replete with compliance and implementation strategies, it proves indispensable for the next generation of cybersecurity professionals. A Comprehensive Guide to the NIST Cybersecurity Framework 2.0 readers will also find: Clear, jargon-free language for both beginning and advanced readers Detailed discussion of all NIST framework components, including Govern, Identify, Protect, Detect, Respond, and Recover Hundreds of actionable recommendations for immediate implementation by cybersecurity professionals at all levels A Comprehensive Guide to the NIST Cybersecurity Framework 2.0 is ideal for cybersecurity professionals, business leaders and executives, IT consultants and advisors, and students and academics focused on the study of cybersecurity, information technology, or related fields.
Download or read book Pocket Guide for Hospitality Managers written by Conrad Lashley and published by Routledge. This book was released on 2019-12-17 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: A concise, practical guide that provides the skills and knowledge for current and future managers across the hospitality industry. The book provide a concise resource for all emerging hospitality managers, and for academics preparing students for careers within the hospitality industry.With a ‘how to do’ agenda, the authors offer a practical guide to the skills and knowledge needed by those who will be managing bars, restaurants and hotels in the fast moving hospitality retailing contexts. Written in a non-academic style, this book will be a valuable resource for students and early career managers working in the hospitality sector.
Download or read book The Complete Guide To Security Guard Excellence written by Timothy Davey and published by Timothy Davey. This book was released on 2023-02-06 with total page 71 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Complete Guide to Security Guard Excellence" is a comprehensive training manual that aims to empower security professionals at all levels of their careers. From those just starting in the industry to experienced guards and supervisors, this book offers a wealth of knowledge and practical tools to help them excel in their roles.
Download or read book The Essential Guide to Handling Workplace Harassment Discrimination written by Deborah England and published by NOLO. This book was released on 2009 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considers the practical realities of applying the law on a day-to-day basis and answers all the common questions, covering: what harrassment is and how to stop it, when and how discrimination occurs, how to conduct training, how to handle employee complaints, and much more. Original.
Download or read book Radical Candor written by Kim Malone Scott and published by Macmillan. This book was released on 2017-03-28 with total page 375 pages. Available in PDF, EPUB and Kindle. Book excerpt: Radical Candor is the sweet spot between managers who are obnoxiously aggressive on the one side and ruinously empathetic on the other. It is about providing guidance, which involves a mix of praise as well as criticism, delivered to produce better results and help employees develop their skills and boundaries of success. Great bosses have a strong relationship with their employees, and Kim Scott Malone has identified three simple principles for building better relationships with your employees: make it personal, get stuff done, and understand why it matters. Radical Candor offers a guide to those bewildered or exhausted by management, written for bosses and those who manage bosses. Drawing on years of first-hand experience, and distilled clearly to give actionable lessons to the reader, Radical Candor shows how to be successful while retaining your integrity and humanity. Radical Candor is the perfect handbook for those who are looking to find meaning in their job and create an environment where people both love their work, their colleagues and are motivated to strive to ever greater success.
Download or read book Disputing Doctors written by Mulcahy and published by McGraw-Hill Education (UK). This book was released on 2003-08-01 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: * What are patient experiences of making complaints against doctors and what do they seek to achieve? * How do doctors and managers respond to complaints and what do their responses reveal about the implicit tensions in the doctor-patient relationship? * What is the significance of the increasing incidence of disputes for approaches to the delivery of medical care? This book looks at the dynamics of doctor-patient disputes. Reflecting on fifteen years of empirical research in the NHS it considers the contexts in which these disputes arise, the different ways in which the parties construct disputing narratives and moral identities in the course of making and defending their claims, and the extent to which existing systems for resolving disputes are sensitive to their needs. This publication is timely. Since the 1970s there has been an increasing amount of concern about the rise in complaints and medical negligence claims made by patients and their relatives. Based on research with patients, relatives, doctors and NHS managers, the book analyses how they perceive these disputes and what they seek to achieve by holding each other to account. Disputing Doctors is valuable reading for all students, researchers and academics working in the fields of the sociology of health and illness, socio-legal studies, law and medicine, medical sociology, nursing and health policy.
Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
