Coupon
I'm Sorry to Hear That... : Real Life Responses to Patients' 101 Most Common Complaints about Health Care
by Susan Keane Baker


Overview - 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.  Read more...

 
Paperback
  • $18.95

Add to Cart + Add to Wishlist

In Stock Online.

Free Shipping is not available for this item.
 
> Check In-Store Availability

In-Store pricing may vary

 
 
New & Used Marketplace 26 copies from $2.99
 
 
 

More About I'm Sorry to Hear That... by Susan Keane Baker
 
 
 
Overview
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.

 
Details
  • ISBN-13: 9780974998657
  • ISBN-10: 0974998656
  • Publisher: Fire Starter Publishing
  • Publish Date: December 2008
  • Page Count: 114
  • Dimensions: 8.9 x 6.9 x 0.5 inches
  • Shipping Weight: 0.55 pounds


Related Categories

Books > Health & Fitness > Health Care Issues

 
BAM Customer Reviews