Online Coaching Curriculum

Blueprint Complaint Response Plan

Module 3

Introduction Materials Goals and Objectives

►► Hot Topics: The Difficult Spouse – 2016 – Issue 8 ►► Hot Topics: Anger at the Front Desk – 2015 – Issue 8 ►► Hot Topics: Abusive/Disruptive Patient – 2016 – Issue 48 ►► Risk Resources: Board Complaints (I182) ►► Risk Resources: Nursing Board Complaints (205) ►► Patient Satisfaction Surveys (I126) ►► Annual program review ►► Accidents Involving Non-Employees, Visitors/Guests and Patients

Participants in this module will: 1. Outline the important elements of a complaint response plan 2. Create a plan that highlights the worst-case scenario 3. Develop a policy on guest injuries Required Reading and/or Video Learning ►► Complaint Resolution Plan Hot Topics: ►► Responding to Complaints – 2017 – Issue 28

►► Complaint Intake tool ►► Sample letter templates ►► Flow chart of the complaint process ►► Allegation of Staff Abuse Guide ►► Allegation of Staff Abuse Interview Template ►► Investigation guide ►► A Few Minutes with MICA

►► Complaint Posted on Facebook – 2015 – Issue 34 ►► Insurance Quality of Care Reviews – 2017 – Issue 12 ►► Terminating the Physician and Patient Relationship Series Part 1 – 2018 Issue 12 ►► Terminating the Physician and Patient Relationship Series Part 2 – 2018 Issue 13 Risk Resources

Termination of Physician and Patient Relationship Part 1 Termination of Physician and Patient Relationship Part 2 Termination of Physician and Patient Relationship Part 3

►► Threatening Patients (I149) ►► Withdrawal from Care (I134)

►► A Few Minutes with MICA

Prevention of Aggression and Violence Part 1 Prevention of Aggression and Violence Part 2 Prevention of Aggression and Violence Part 3 Prevention of Aggression and Violence Part 4 Prevention of Aggression and Violence Part 5

►► Adverse Outcomes, Saying I’m Sorry (I179 – AZ) ►► Adverse Outcomes, Saying I’m Sorry (I179 - UT) ►► Adverse Outcomes, Saying I’m Sorry (I179 - CO)

Coaching Resource Tools MICA Resources

►► Anytime Learning ►► Complaint Response Plan

►► Hot Topics: Dealing with Parents of Adult Children – 2015 – Issue 15