| Author | : Susan Keane Baker |
| File Size | : 54,9 Mb |
| Publisher | : Fire Starter Publishing |
| Language | : English |
| Release Date | : 25 April 2024 |
| ISBN | : 0974998656 |
| Pages | : 0 pages |
Real Life Responses to Patients 101 Most Common Complaints about Health Care by Susan Keane Baker Book PDF Summary
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," or "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.