Complaints happen. Do you have a procedure to handle them or is the process more ad hoc? Are you aware of the CoP complaint requirements? How do you track and document them? Improving your complaint management process improves patient care overall. This informative webinar will teach you how developing a customer service program can improve patient satisfaction and decrease complaints.

 AFTER THIS WEBINAR YOU’LL BE ABLE TO:

• Identify Conditions of Participation (CoP) requirements for complaints
• Employ best practices in complaint management
• Realize how a customer service program can reduce the number of complaints and improve satisfaction scores

WEBINAR DETAILS: Complaints will arise, but is your team prepared to manage them? The patient rights requirements in the Conditions of Participation mandate that complaints be investigated, and complete documentation be maintained of the complaint, investigation, and resolution. This webinar will review the CoP requirements for complaint management, including documentation from receipt of complaint to resolution and how to track and trend complaints to improve patient care. It will address how to develop a customer service program aimed at improving patient satisfaction and decreasing complaints from patients, staff members, and customers.

THIS WEBINAR WILL BENEFIT THE FOLLOWING AGENCIES: Hospice, Home Health

WHO SHOULD ATTEND? This informative session is designed for CEOs, administrators, directors/managers, and QAPI team members.

TAKE-AWAY TOOLKIT

• Complaint log
• Training log
• PDF of slides and speaker’s contact info for follow-up questions
• Attendance certificate provided

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other agencies or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.

MEET THE PRESENTER:  Diane Link, RN, MHA, Link Healthcare Advantage, LLC

Diane Link has over 30 years of home health and hospice experience and is a registered nurse. She has a master’s in healthcare administration with a green belt in Lean Six Sigma. She is the owner of Link Healthcare Advantage, LLC, a nationwide consulting firm. A consultant for nearly 10 years, her experience includes a variety of roles in home health and hospice from field nurse to executive director and surveyor. Diane is a published author and is known in the healthcare community for her unique, informative presentations on industry regulations and hot topics.

Registration fee:          Member- $159          Non-member- $219

There are no cancellations or refunds.

CLICK HERE to register