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From the patient’s perspective, a complaint about health care 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. 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. |
About The Authors
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.
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What People are Saying...
"Anyone who has ever had to apologize for anything will laugh in recognition and learn from this book. You will learn in these pages how to adopt an attitude that saves everyone's face. "I'm Sorry to Hear That" teaches us in health care how to mirror patients who feel aggrieved while not debasing ourselves."
Richard Goldwater, MD
Psychiatrist
Newton Center, MA
"Offering a sincere and heartfelt apology should be so simple. But it often isn't. In "I'm Sorry to Hear That..." Baker and Bank take the stress out of apologizing for unpleasant events by offering a choice of three of the most simple, real and genuine responses to patients' 101 most common complaints about healthcare. Caregivers and others dealing with patients should have this neat little reference in their toolkit if they are at all committed to moving service from good to excellent."
Bettie S. Jackson, RN, EdD, FAAN
Director-Divison of Education & Organizational Development Montefiore Medical Center
Curve balls are part and parcel of the practice of medicine. How you manage those difficult questions and situations will ultimately determine how successful you are. Now with lessons from Susan Keane Baker and Leslie Bank, you can learn what to say in nearly each and every situation that may come your way.
I recommend “I’m Sorry To Hear That…” for every person and professional who interacts with patients or customers. I have used this book to role play difficult situations involving my patients with my staff at nearly every staff meeting. We select two or three scenarios and review the staff responses compared to those offered by the authors, Baker and Banks. We thus learn as a group how to best manage those moments of truth, or those moments when you have an opportunity to create a positive, a negative or a neutral impression on your patient or customer.
My take home message is that there are two books I would recommend regarding managing interactions with your patients. The first is “I’m Sorry To Hear That…” And I would read it twice!
Dr. Neil Baum
Clinical Professor of Urology
Tulane Medical School
New Orleans, LA
Author of Marketing Your Clinical Practice – Ethically, Effectively and Economically
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