Service recovery and hospital complaint-handling are not a favorite
subject among healthcare employees. Yet, if we learn to reframe
complaints, we can embrace them as a second chance to make things
right for the people we serve. And the fact is, every employee is
the first point of contact for one complaint or another. Ideally,
every person in your organization should be adept at handling
complaints, so they can nip complaints in the bud. This booklet is
a straightforward guide to handling complaints effectively.
Designed for the frontline employee, it explores the basics of
identifying the problem, listening, exploring options, following
through and getting the right people involved. This is a great tool
for managers and educators to use with staff to develop positive
attitudes and concrete skills for turning dissatisfaction into
satisfaction through effective communication.
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