Question

ons in output whereby a process produces fewer than 3.4 deféć: mprovement methods, Six Sigma also developed an infrastructure of individuals 1with formal training in x Sigma has evolved into multiple distinct methodologies for use in specific circumstances. The two most c prove, and control) and DMADV (define, measure, analyze, design, verify). Specifically, DMAIC is intended d when developing new processes. Although the frameworks include several steps, each step can be broken q per fx amework are as follows: QUESTIONS FOR DISCUSSION 1.How should Pam handle the complaint by the patient? What is the danger of disregarding the patient's complaint? 2.Should Pam consider changing Renee's shift schedule? Are there any limits to the number of shifts or hours that nurses should work? Do you think there should be? 3.How should Pam respond to Felix's wife's demand that Renee be fired? 4.Should this situation be addressed by a Ql team, or is this simply an unfortunate situation arising from a troubled employee? 5.Could this situation have been avoided if the organization's human resources management systems had been different? If so, what HR systems might have played a role in this situation? om num

Answer 1

How to handle complain by patients:

Listen to them. As basic as it may sound, this is your first and most important step when dealing with an unhappy patient. ...

Acknowledge their feelings. Empathy is key when it comes to successfully handling patient complaints. ...

Ask questions. ...

Explain and take action. ...

Conclude. ...

Document complaints.

The root of patient complaints was recently identified as a failure to recognize and manage patient expectations. Many complaints and malpractice lawsuits are rooted in the patients' failure to understand the expected results and risks about their health care. The annual benchmark report authored by Harvard university identified in simplified terms that the successful physician is one who can assess the level of understanding and expectations his or her patient has for the proposed surgery or procedure.

When expectations are not met, the assumption is that the unexpected result is the product of error vs. a realized risk and complication of treatment. This places the burden on the physician and sometimes the health care team to explain or "disclose" in a manner consistent with the patient's level of comprehension why his or her expectations are unrealistic or why you are not negligent with your care.

Risk StrategiesFirst and foremost, a medical practice is a business. It must have a business license to be open. As with any business, customer service and customer satisfaction are an inherent element in any business venture even those that "sell" health care services vs. other products.

· Do you have a system in place to identify and capture patient complaints?

· Is your staff encouraged to report problems and negative patient comments they observe or receive?

· Do you have staff with the social skills and experience in complaint resolution?

Patient abuse or neglect is any action or failure to act which causes unreasonable suffering, misery or harm to the patient. Abuse includes physically striking or sexually assaulting a patient. It also includes the intentional withholding of necessary food, physical care, and medical attention.