Florida Hospice & Palliative Care Association

A complaint is your client’s way of saying, “I need your help.” How that expression of unhappiness is handled greatly influences whether the client or patient remains loyal or seeks care elsewhere. Unresolved complaints can result in negative comments to potential clients, adverse publicity, and malpractice suits. The service recovery skills expounded on in this webinar will help your team respond to complaints with greater ease to preserve and improve relationships.

Bonus! The first 20 organizations to register for this webinar will receive a copy of Susan’s book I’m Sorry to Hear That… Real Life Responses to Patients’ 101 Most Common Complaints About Healthcare. Further details will be emailed to the first 20 registrants after purchase.

This informative session will be especially helpful for administrators, risk managers, service excellence coordinators, patient advocates, and individuals working in finance and registration. Anyone who works with patients or their families will benefit from attending.