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rL Solutions Releases New Book for Patient Advocates |
CAMBRIDGE, September 28, 2006-rL Solutions, the leading provider of
healthcare quality and safety software announced today at their annual
User Group Meeting the release of a new book targeted at patient
advocates, patient feedback managers as well as healthcare
professionals providing care and service for patients.
The book entitled “’I’m Sorry To Hear That…’: Real Life Responses to Patients’ 101 Most Common Complaints About Health Care” and written by Susan Keane Baker and Leslie Bank, is published by rL Solutions and is available in both hardcopy and electronic formats.
“From a patient’s perspective, a complaint about health care or service is an urgent statement of fact,” says Leslie Bank, Director of Customer Service at Montefiore Medical Center and co-author of the book. “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.”
“Service quality leaders have told us so many stories about complaints that escalated because the person who first heard the complaint didn’t feel confident about how to respond.” says Susan Keane Baker, healthcare consultant and co-author of the book. “We decided to look at frequent complaints and develop suggested language for responses. The book is based on more than 100 interviews with patients and healthcare administrators. We hope that service quality leaders will find the guide very helpful in increasing the confidence of their colleagues to respond to concerns expressed by patients. We are very pleased to have partnered with rL Solutions to bring this book to the market.”
“This book is a culmination of a lot of hard work by the authors,” says Colin Hung, Vice President Alliances & Marketing at rL Solutions. “When Ms. Baker and Ms. Bank approached us with their intent to write a book to help improve the management of patient feedback, we immediately offered to help. Even though our core focus is on software, our company’s goal is to improve the quality and safety of healthcare – this book is another avenue through which we can work to achieve that goal. We are proud to be the publishers of such good work.”
The book is currently available through the rL Solutions corporate website at www.rl-solutions.com. Hardcopies of the book may be purchased or an electronic version can be downloaded for free.
About rL Solutions
rL Solutions is a market leading provider of customer service, risk management and claims management solutions that are easily implemented, globally accessible, and have a positive impact on the quality of care and service for healthcare consumers. Working with strategic partners, rL solutions is creating a global network that collaborates and leverages each others’ unique skills to improve the healthcare experience for everyone. For more information, visit www.rl-solutions.com.
About Susan Keane Baker
Susan Keane Baker is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients, published by Jossey-Bass. Ms. Baker works as a consultant with health care organizations that want to be known for service quality and with people who want happier patients. For more information, visit www.susanbaker.com.
About Leslie G. Bank
Leslie Bank is Director of Customer Service at Montefiore Medical Center, Bronx New York, a large multi-hospital health care system where a service excellence philosophy is fostered and sustained. Ms. Bank has been called “The Mother of Patient Friendly Billing” because of her experience in billing reform and has authored two commercial videos – Patient Rights: What You Need to Know and; STAT: A Prescription for Good Patient Relations.
Interviews available.
Press Contact:
Runa Dhar
rL Solutions
Director, Communications
Tel: (617) 475-1515 ext. 246
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