Infrastructure & Governance | Patient Advocacy

Complaint Management: A Rapid Team Response

Published January 10, 2014

Vicki Tiller, Manager, Concierge Services, NorthShore University HealthSystem, Glenbrook Hospital

This is an approach designed and implemented to respond to complex service recovery and complaint issues that brings expert input directly to the bedside. This flexible team approach supports nursing staff and unit managers to find answers to multidisciplinary problems in less time and with greater satisfaction to the patient and/or staff in order to clarify or enhance a plan of care.

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Complaint Management: A Rapid Team Response