This is an approach designed and implemented to respond to complex service recovery and complaint issues that brings expert input directly to the bedside. This flexible team approach supports nursing staff and unit managers to find answers to multidisciplinary problems in less time and with greater satisfaction to the patient and/or staff in order to clarify or enhance a plan of care.
Everyday, Patient Advocates are faced with many challenges. They receive grievances, complaints and concerns from patients, their families and others. It is the Advocate's duty to manage difficult situations and help resolve complicated issues, with appropriate departments across the facility, to mitigate risk and improve the overall patient experience. In this presentation, the presenters will walk through a guided review of the grievance process.
Even with great service, occasionally customer expectations are not met. True service excellence comes when a negative customer experience is empathetically addressed and turned into a positive one. This concept is at the heart of true service recovery. Frequently, healthcare providers skim the surface of true service recovery by offering a token to an angry customer. While their intention may be a sincere, the effect is often perfunctory. This session will debunk this and other common myths about service recovery, including: 1.) It’s only for the patient. 2.) It costs too much money. 3.) It should be handled centrally. 4.) It’s hard for frontline staff to learn. and 5.) It takes too much time. In addition to debunking these common myths, this session will outline the steps necessary to develop and implement a robust service recovery program including a strong infrastructure, critical skill-building for leaders and staff and a solid sustaining plan.
As healthcare professionals, we frequently encounter patients and families under the most stressful and vulnerable of circumstances. Unfortunately, in today’s environment, we are seeing an increase in demanding, abusive, and at times threatening behaviors from patients and families. This presentation will walk through a best practice which demonstrates an effective protocol for managing disruptive behavior among patients and families.
Attend this webinar to learn strategies to transform your organization’s culture by inspiring all caregivers to think beyond their job titles and embrace their role as patient advocates. Carol will share real-life experiences regarding her role as a patient advocate as well as specific takeaways to maximize employee engagement within your organization.
A well-written response to any patient concern is invaluable in providing final closure and conveying compassion when things don’t go as planned. In this webinar, participants will learn practical tools, tips and guidelines to use when constructing a grievance letter. In addition, the presenter will provide a historical and legal overview helpful to all healthcare consumer advocates.
Historically, patient concerns were relegated to staff to whom no one wanted to listen; after all, these complaints were certainly anecdotal and not representative of the culture of service and high quality care at the hospital!
However, with the growing expectation of patient and family centered care as well as the increased attention and new focus on the financial and reputational impact of patient experience, there is now increased recognition of the benefit of using individual patient concerns and clustering them into real time patterns and trends.
Participants will be able to recognize the difference between a complaint and a grievance, create an appropriate grievance committee to review and follow-up on the issue, as well as develop an appropriate letter of resolution, incorporating each element required by CMS.
This presentation will focus on the growing field of patient navigation and the critical impact on healthcare organizations. The impact to the patient experience will be explored, as well as a demonstration of the positive ROI. The presentation will also outline how navigation fulfills the new Commission on Cancer’s standards. The value of patient navigation to provider organizations, payer organizations and to the community will be demonstrated. By the end, the participants will understand the history of patient navigation, including its origin and components.
This session will aid participants in recognizing behaviors that can lead to discontentment among patient's, families and colleagues as well as enable them to summarize how to effectively balance the principles of boundaries and limit setting. Included will be discussion of situations that have been experienced to practice limit setting skills in their own environments and define the importance of structure and consistent teamwork in handling these complex situations.
How we respond to unhappy customers can make or break a hospital's customer relationship. Service Recovery is the opportunity to "turn around” and acknowledge the customer’s feelings. Deb Putez and Vicki Tiller discuss service recovery and things you can do to salvage the relationship and make things right.