Introduction

Chapter 1. Patient Complaints Are Important
 A. Why Patient Complaints Are Important
 B. Service Recovery-What Is It?
 C. Service Recovery-Why It Is Important
 D. Purpose of this Book

Chapter 2. Service Recovery
 A. Identify the Most Frequent Problems
 B. Service Recovery-How To Do It
 
Chapter 3. Service Recovery: Additional Considerations
 A. Culpability Scale
 B. Emotional Overlay
 C. Complexity of the Issues/Depth of the Review
 D. Patient Expectation for Resolution

Chapter 4. Review Process for Quality of Care Complaints
 A. Nursing and Ancillary Staff
 B. Medical Staff

Chapter 5. Correspondence with Patients
 A. Initial Letters
 B. Follow-up Letters
 C. Progress Report Letters
 D. Billed for Copy of Patient Records
 E. Request to Hold or Suspend Billings
 F. Decertification
 G. Results of Review
 H. Transfer of Case to Risk Management
 I. Financial Settlements

Chapter 6. Documenting and Reporting Patient Complaints
 A. Documenting Complaints
 B. Tracking Complaint Data
 C. Reporting Complaint Activity

Chapter 7. Identification of Trends
 A. Trending Physician Complaints
 B. Trending Non-Physician Complaints

Chapter 8. Dealing with the Difficult Patient
 A. The Annoying Patient
 B. The Challenging Patient
 C. The Isolated Incident
 D. The Abusive Patient
 
Appendix A. Service Recovery Protocols/Receptionists
Appendix B. Service Recovery Protocols/Physicians
Appendix C. Service Recovery Protocols/Patient Representative Department
Appendix D. Service Recovery Protocols/Member Services Department
Appendix E. Service Recovery Protocols for Home Health Agencies
Appendix F. Level 5 and Level 6 Quality of Care Reviews
Appendix G. Subject of Complaints

Additional Readings