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Resolving Complaints for Professionals in Health Care |
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Book Description
Raising awareness that customer complaints are a second chance to make things right for a customer, this short, practical, easy-to-read book helps healthcare employees who interact with patients, physicians, other customers and coworkers to handle complaints with courtesy, tact, creative problem-solving and follow-through. Highlighting the advantages of effective complaint handling or “service recovery”, this book provides a variety of case sit... >> |
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From Publishers Weekly
A Houston housewife, mother of two teenage daughters, Baier endured a virtual living death when she contracted Guillain-Barre syndrome. Suddenly and without apparent cause, her body was entirely immobilized; meanwhile her mind remained alert and her nervous system lost none of its sensitivity to pain. At first able to communicate only by moving her eyelids and laboriously "spelling" key words, she slowly improved until she was released from the hospital and re... >> |
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Therapeutic Communications for Health Professionals |
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Book Description
This comprehensive text focuses on communication, learning theories, and the practical application of therapeutic communication in various patient situations. This 2nd edition text presents in detail basic communication skills and approaches that are appropriate for use with all age groups. Chapters related to learning theories, the understanding of growth and development of each age group, and the recognition of defense mechanisms provide an awareness of the criti... >> |
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Doctor-Patient Relations
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