Synopses & Reviews
Synopsis
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.