“This book outlines proven methods for appropriately and effectively reviewing, responding to, and documenting patient complaints in health care organizations. Mangers, physicians, and HMO employees can use these methods to help increase customer satisfaction, reduce risk- management claims and associated costs, and lower subsequent stress on staff. Osborne draws on 15 years experience in patient relations in a large HMO, offering a system for documenting, monitoring and analyzing patient comments; a mechanism to change behaviors of providers and improve delivery systems; strategies for dealing with abusive patients; and sample response letters for common types of complaints.”

-Book News