Practical Guide to Handling Patient Complaints

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This guide to handling customer complaints discusses why it is in business’s interest to give a high priority to effective complaint management. It recommends practical procedures for reviewing and resolving customer complaints and for using them as management and marketing tools.

Table of Contents

• Handling Complaints : A Critical Form of Communications
• Why is Complaint Handling Important?
• Management’s Role
• Cost and Savings
• Complaint Handling Staff
• Publicizing the Complaint Management System
• Co-ordination with Others in the Distribution Chain
• Third-party Dispute Resolution
• Basic Steps for Effective Complaint Management
• Conclusion
• Complaint System Checklist