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A Patient-Centered Approach to Handling Complaints and Grievances

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A Patient-Centered Approach to Handling Complaints and Grievances

Created by the Patient Advocacy Community of The Beryl Institute, this guide assists Patient Advocates, and others in healthcare organizations, to anticipate, meet and exceed the expectations of patients receiving care. The handbook explores the history of the creation and evolution of the CMS regulations, the intent of the guidelines and examples of policies to assist Patient Advocates in managing grievances and complaints more effectively in their organizations.

Special thanks to contributors:

  • 2015 PAC Publications Members: Linda Reiser - Chair, Eve DeVaro, Mary Ellen Namoff, Lara Klick
  • 2012 Contributors: Linda Taloney, Mary Willis, Marianne Sailus, Ellen Martin, Jessica Chambers
  • Original Contributors: Rosalie Dwyer - Chair, Jerri Scarzella, Chastity Johnson, Roseanna Ryan, Linda Taloney, Rita Erlandson, Sonia Martinez, Debra Olsen

Product Details:
Paperback: 36 pages
Publisher: Patient Experience Press, 2nd Edition
ISBN-13: 978-0990372820
ISBN-10: 0990372820
Product Dimension: 5.5" x 8.5" (13.97 x 21.59 cm)

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Related Body of Knowledge courses: Patient & Family Centeredness.

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The Beryl Institute
1560 E. Southlake Blvd, Ste 231
Southlake, Texas 76092