Patient Family & Community Engagement | Patient Advocacy

Complaints and Grievances

Society for Healthcare Consumer Advocacy Faculty Members:
Brenda Radford, Director, Guest Services, Duke University Hospital
Linda Reiser, Director, Patient Advocacy, Tallahassee Memorial Healthcare

Everyday, Patient Advocates are faced with many challenges. They receive grievances, complaints and concerns from patients, their families and others. It is the Advocate’s duty to manage difficult situations and help resolve complicated issues, with appropriate departments across the facility, to mitigate risk and improve the overall patient experience. In this presentation, the presenters will walk through a guided review of the grievance process.