Managing Patient Complaints

Complaints will arise, but is your team prepared to manage them? The patient rights requirements in the Conditions of Participation mandate that complaints be investigated, and complete documentation be maintained of the complaint, investigation, and resolution.

This webinar will review the CoP requirements for complaint management, including documentation from receipt of complaint to resolution and how to track and trend complaints to improve patient care. It will address how to develop a customer service program aimed at improving patient satisfaction and decreasing complaints from patients, staff members, and customers.

This informative session is designed for CEOs, administrators, directors/managers, and QAPI team members.