Status
Available
Call number
Genres
Collection
Publication
Gulf Breeze, FL : Fire Starter Pub., c2008.
Description
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.
Subjects
Language
ISBN
9780974998657
Local notes
This book is shelved with the "green dot" nursing materials.
Call number
8.13 K3 im 2008