A guide for registered nurses in the ER and Staff Nurses Welcome back to our 3 part series on handling patient grievances in different healthcare settings. In previous weeks, we brought you the most common complaints in physicians’ offices and outpatient centers, then sore spots most heard in nursing home facilities, and now this final installment offering constructive responses to some of the most commonly voiced hospital complaints. Because rating systems and well-publicized top provider lists are old hat in the medical community, “report cards” motivate doctors and registered nurses alike to improve nurse patient relationships and patient doctor communication. The general public is more aware than ever, of how one hospital  measures up against another; how ER nurses and staff nurses compare from one medical center to the next, and who to share these experiences with—albeit positive or negative—that inevitably effects a hospital’s bottom line. When it comes to hospital complaints, effective service recovery requires a compassionate ear, smart solutions and, in the best-case scenario, both of these things. Communication is everything; when it’s done right, patients exude trust and confidence, and they are more likely to cooperate with a treatment plan, ideal because its been supplemented by listening intently to what [+]

A registered nurse’s strategy guide for difficult patients Welcome to the second post in our three part series Common Complaints in Healthcare Facilities , where we highlight some of the most common patient “sore spots” in nursing home facilities and show you how to address them with caring professionalism. Whether your nursing home healthcare profession falls under case management jobs, a member of the rehab team, a physician, or you are nurse and patientworking the front lines as a registered nurse or ancillary home health registered nurse, medical experts share the different categories in patient satisfaction. Access: Are your nursing home patients being given access to services without perceiving barriers? Environmental: Is the nursing home immaculate enough to assure the patient feels confident and safe? Service Quality: Are the processes and people delivering services pleasant and efficient? Quality of Care: Do your patients understand and participate in their care? Communication: Are your conversations and written instructions clear and concise? Billing: Are your nursing home patients billed without error and well treated regardless of their financial status? RN jobs depend on maintaining high ratings in all of these areas; an experienced registered nurse understands how to equalize the balance of power in nurse-patient [+]

What to say to mend fences and provide excellent quality of care Complaint management in the healthcare industry is critical to maintaining healthy doctor-patient relationships and nurse-patient relationships; without service recovery, trust and confidence amongst patients and their families is harder earned, and treatment is met with more resistance and slower healing. Satisfied patients make healthcare employers, Case Managers and medical staff breathe easier, smile more and work better as a team. What is Service Recovery? Reassuring a patient by letting them know they are important to you, as well as getting to the bottom of what caused the problem and how to right it, is at the heart of service recovery—which means responding to what ails with not just medicine, but solid assurances and solutions in the fast paced, hectic environment of most physicians practices and physician outpatient centers, hospitals or home health care settings. About this Three Part Series Welcome to the first in a 3 part series of how to rectify patients’ complaints with words that are time-tested by the healthcare experts. We have assimilated information from medical literature, as well as our own healthcare expertise to provide allied professionals, nurses, and doctors [+]

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