Online Coaching Curriculum

Energy | Momentum The Power of Complaints

Policy | Culture Shift Policy Development

Module 1

Module 2

Introduction Materials Goals and Objectives

Introduction Materials Goals and Objectives

Participants in this module will: 1. Identify the value of receiving patient feedback and complaints. 2. Encourage patients to provide feedback through a readily available transparent process. Required Reading and/or Video Learning 1. WRIGHT ASHRM Forum Responding to Complaints with logo.docx 2. The Power of Complaints Coaching Resource Tools MICA Resources ►► Patient Relations Overview ►► MICA Prevention of Aggression Resource List items ►► Hot Topics: Responding to Complaints – 2017 – Issue 28 ►► Hot Topics: Insurance Quality of Care Reviews – 2017 – Issue 12 Non-MICA Resources ►► Video: Wrong Way Intro ►► American Medical Association-Building a Patient Experience Program ►► Video: Cleveland Clinic’s Patient Experience Call to Action ►► Webinar - Complaint Resolution ►► MICA Complaint Resource List

Participants in this module will: 1. Learn the value of leadership commitment in the complaint management and service recovery process 2. Incorporate into all leadership job descriptions the importance of role modeling 3. Outline the communication Chain of Command for the organization Required Reading and/or Video Learning ►► Policy Development Coaching Resource Tools MICA Resources ►► Service Recovery Response Team ►► Guidelines for Policy Development ►► Job Description ►► The Triage Tool – Training Guide for Complaint Handing and Service Recovery ►► Anytime Learning Non-MICA Resources ►► Mirzoev, T. & Kane, S. (2018). Key Strategies to Improve Systems ►► The Joint Commission (2008). Sentinel Event Alert, Issue 40

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