Using a clear, straightforward approach, this book provides a patient-oriented approach to complaint handling that can be used by all staff in an office, clinic

Service recovery and hospital complaint-handling are not a favorite subject among healthcare employees. Yet, if we learn to reframe complaints, we can embrace t

In addition to reprinting the PDF of the CMS CoPs and Interpretive Guidelines, we include key Survey and Certification memos that CMS has issued to announced ch

The authors of this book set out a system of safety strategies and interventions for managing patient safety on a day-to-day basis and improving safety over the