Real Life Responses To Patients 101 Most Common Complaints About Health Care

From the patient's perspective, a complaint about healthcare or service is an urgent statement of fact. "I am here where I don't want to be," "I am frightened and unsure what will happen next," "I put my trust in you, and now something is wrong," or "How can I be sure I will be okay?" When you respond to a patient's complaint, you are responding to the patient's sense of helplessness and anxiety. The service recovery scripts offered in this book can help you recover a patient's confidence in you and your organization.

A how to guide of the polite thing to say in awkward situations.

This manual captures and summarizes the key elements in management of groin pain, including relevant anatomy, etiologies, diagnostic evaluation tools, imaging, detailed pharmacologic options, interventional modalities and options for operative remediation. The manual separately addresses the management of intrinsic groin pain due to primary disease processes and secondary groin pain due to a prior operation. Current practices, trends in the field, treatment approaches and controversies are addressed. While the primary audience of this book will be general surgeons performing hernia operations and pain management specialists to whom they refer, the SAGES Manual of Groin Pain will serve as a stand alone state-of-the-art resource for all providers who deal with this diagnosis, including primary care providers, sports medicine specialists, gynecologists, urologists, orthopedists, neurologists, physical medicine and rehabilitation specialists, radiologists, physical therapists, industry personnel and importantly, patients who suffer from groin pain who have copious access to health information, but without the filtering, expertise and context provided by the contributors to this manual. This volume also uniquely provides its audience with narrative first-person accounts of some of the most common and challenging causes of pain, so that others can learn from their presentation, pitfalls, successes and failures. The expertise compiled in this manual will give the readership a pragmatic foundation to optimize the diagnosis and management of our patients with this challenging problem.

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, or system. Readers will learn how to develop a system for documenting patient complaints and comments, As well as strategies for monitoring and analyzing the information documented by patient claims. Other tools include a mechanism for changing behaviors of health care providers and improving delivery systems, strategies for dealing with difficult and abusive patients, and sample scripted transcripts for dealing with the most common types of complaints heard by health care practitioners. With a solid service recovery system in place, health care organizations and practices can meet accreditation agency standards for grievance processes, and, As a result, greatly reduce risk management claims. Resolving Patient Complaints: A Step-by-Step Guide to Effective Service Recovery provides managers, physicians, and employees with the skills and tools necessary to implement a service recovery process to respond to and review patient complaints and concerns about quality of care. Author Liz Osborne draws on her 15 years of experience as manager of a patient relations department in a large HMO to give expert advice on addressing patient dissatisfaction appropriately and effectively.

"Unequal Treatment is an eye-opening book that will inform and anger readers who are interested in one of today's hottest issues - women's health. It is a thoroughly researched expose of the way women are treated by doctors, medical researchers, and the people who control the money that goes into funding medical research and health programs. Whether in the case of a medical school professor who inserts slides of centerfold models into his anatomy lectures, or of a female intern who was labeled as crazy by her supervisor because she questioned his methods and stood up for herself, or of a Rockefeller University project that explored the impact of obesity on the tendency for women to develop breast or endometrial cancer, but used only men in the study, the authors have found pervasive, institutionalized prejudice against women in medicine." "Eileen Nechas and Denise Foley reveal some startling information that uncovers the deplorable state of women's health care today, and will inspire women to challenge the quality of the health care they receive and take action against the legislators and institutions that promote and maintain the antifeminine bias in medicine today." "In research clinics, medical schools, and doctors' offices, women are not getting the treatment they need or deserve." "Based on interviews and a thorough review of the medical literature, this timely book puts women's health care, the feminist issue of the nineties, into clear perspective."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

"Information surrounding the diagnosis and treatment of cancer in books or on the Internet is often overwhelming for patients and family members. To empower patients and loved ones, Dr. Rosenberg decided to write a book on issues surrounding the diagnosis and treatment of cancer. In this book, Dr. Rosenberg identifies the 10 common mistakes patients and families make and how to overcome them. His clear and concise writing makes complicated medical terms and concepts easy to understand."--

The facts are alarming: Medical errors kill more people each year than AIDS, breast cancer, or car accidents. A doctor’s relationship with pharmaceutical companies may influence his choice of drugs for you. The wrong key word on an insurance claim can deny you coverage. Through real life stories, including her own, and shrewd advice, CNN’s Elizabeth Cohen shows you how to become your own advocate and navigate the minefield of today’s health-care system. But there’s good news. Discover how to • find a doctor who “gets” you and listens to you • ask the right questions for the best treatment • make the most out of a short office visit • cut out-of-pocket costs for prescription drugs • harness the power of the Internet for medical issues • fight back when claims are denied Combining the personal stories of patients across America with crucial advice on receiving the best possible health care, this guide will enable you to confront an often confusing and perilous system—and come out ahead.

WHATEVER HAPPENED TO "PLEASE" AND "THANK YOU"? ​We live in a world where respect, gratitude, and appreciation have been replaced by efficiency, dismissiveness, and even fear of genuine connection. Sometimes, we don't stare up from our screens and devices long enough to realize there is even another person on the other side of the tweet or email. "Is anybody out there?" One thing is for sure: this speed of life has taken a toll on our basic use of good manners and etiquette. Nowhere is this more apparent than in the decline of professional business communications. But manners and etiquette can be a powerful tool for business and sales success. It Begins with Please and Doesn't End with Thank You will show you how to regain those tools and techniques of bygone eras and update them for the digital today. This how-to guide and go-to resource takes the concepts of "please" and "thank you" into every realm where you engage with clients and prospects-from your first hellos and emails, phone and video calls, to conference rooms and restaurants. With his "return to the personal" philosophy, sales veteran Edwin P. Baldry breaks down the practices, principles, and protocols for successful business dealings and relationship-building. Via tips, tools, and humorous tales, Baldry shows how to tap into the often-overlooked power of manners to improve your business relationships, and how to transfer etiquette into sales performance.

Experts estimate that as many as 98,000 people die in any given year from medical errors that occur in hospitals. That's more than die from motor vehicle accidents, breast cancer, or AIDSâ€"three causes that receive far more public attention. Indeed, more people die annually from medication errors than from workplace injuries. Add the financial cost to the human tragedy, and medical error easily rises to the top ranks of urgent, widespread public problems. To Err Is Human breaks the silence that has surrounded medical errors and their consequenceâ€"but not by pointing fingers at caring health care professionals who make honest mistakes. After all, to err is human. Instead, this book sets forth a national agendaâ€"with state and local implicationsâ€"for reducing medical errors and improving patient safety through the design of a safer health system. This volume reveals the often startling statistics of medical error and the disparity between the incidence of error and public perception of it, given many patients' expectations that the medical profession always performs perfectly. A careful examination is made of how the surrounding forces of legislation, regulation, and market activity influence the quality of care provided by health care organizations and then looks at their handling of medical mistakes. Using a detailed case study, the book reviews the current understanding of why these mistakes happen. A key theme is that legitimate liability concerns discourage reporting of errorsâ€"which begs the question, "How can we learn from our mistakes?" Balancing regulatory versus market-based initiatives and public versus private efforts, the Institute of Medicine presents wide-ranging recommendations for improving patient safety, in the areas of leadership, improved data collection and analysis, and development of effective systems at the level of direct patient care. To Err Is Human asserts that the problem is not bad people in health careâ€"it is that good people are working in bad systems that need to be made safer. Comprehensive and straightforward, this book offers a clear prescription for raising the level of patient safety in American health care. It also explains how patients themselves can influence the quality of care that they receive once they check into the hospital. This book will be vitally important to federal, state, and local health policy makers and regulators, health professional licensing officials, hospital administrators, medical educators and students, health caregivers, health journalists, patient advocatesâ€"as well as patients themselves. First in a series of publications from the Quality of Health Care in America, a project initiated by the Institute of Medicine