Managing Complaints and Grievances
Presented by Cathleen Armato
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Complaints and grievances can be a source of frustration, and as a result, there is a tendency to quickly resolve or completely ignore this negative feedback. This course looks at the value of this feedback and how it can contribute to increased quality of care, higher patient/family satisfaction, and personal and professional growth. Despite the positives, there are barriers to complaints and the complaint process. This course also looks at how to encourage, receive, and manage complaints, including turning a negative into a positive experience.
Meet your instructor
Cathleen Armato
Cathleen Armato is an experienced executive with 22 years in the home care and hospice industry. She has served in various roles during that time, including VP of operations and chief compliance officer for a nationwide healthcare provider. In 2012, Cat became a consultant. Since that time, she has assisted multiple…
Chapters & learning objectives
1. The Benefits of Complaints
Complaints are an “early warning system” to help us identify what is and is not working. By recognizing and actually encouraging feedback, we have an opportunity to improve the overall quality of care and our patients' perceptions of that care. This chapter explores the rationale for handling complaints with promptness and transparency.
2. Managing Complaints
The complaint management process includes receiving the complaint, resolving the complaint, and tracking/trending complaints to drive improvement within the organization. This chapter reviews the process for effectively managing complaints and turning a negative into a positive, both organizationally and personally.
