Key Service Recovery and Hospital Complaint-Handling Skills
Resolving Complaints for Professionals in Health Care by Wendy Leebov

Service recovery and hospital complaint-handling are not a favorite subject among many healthcare employees. Yet if we learn to reframe the subject, we come to see complaints as a second chance to make things right for healthcare customers. And the fact is, every employee is the first point of contact for one complaint or another. Ideally, every person in your organization should be adept at handling complaints, so they can nip complaints in the bud. This booklet is a straightforward guide to handling complaints effective. Designed for the frontline employee, it explores the basics of identifying the problem, listening, exploring options, following and getting the right people involved. This is a great tool for managers and educators to use with staff to develop positive skills and attitudes regarding customer complaints.

Content