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2016 Expanded Edition: The Written Word

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2016 Expanded Edition: The Written Word: Guidelines for Responding in Writing to Patient Concerns

This product includes the latest guidelines and recommendations for written responses to patient concerns and grievances. The Word file response letter templates are organized on a flash drive for easy download and editing to fit the needs of the situation. This compilation is conveniently organized by type of concern or grievance. Featured chapters and letter templates include:

  1. Introduction
  2. Accident Injury on Hospital Property
  3. Advance Directives
  4. Apology
  5. Behavior Issues
  6. Billing Issues
  7. Cleanliness of Hospital
  8. Clinical Care
  9. Communication
  10. Compliments
  11. Death of a Patient
  12. Discharge Planning
  13. Generic Responses
  14. Initial Response
  15. Lost Items
  16. Medical Records
  17. Miscellaneous
  18. Personnel Action
  19. Psychiatric Issues
  20. Disruptive Patients Threats
  21. Waiting Issues
  22. Pain Drug Seeking
  23. Privacy – HIPAA
  24. Acknowledgment and Credits

In the Introductory Chapter (1), there is an example of the correct business letter format to use when composing your letters. Please refer to it as each of the templates only contains the body of the letter. A feature included again in this edition is a decision matrix that will assist you and your staff in determining if cases are considered complaints or if they qualify as a grievance (based on CMS Grievance Guidelines).

 > View Acknowledgements and Credits

Related Body of Knowledge courses: Communication and Service Recovery.

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The Beryl Institute
1560 E. Southlake Blvd, Ste 231
Southlake, Texas 76092