Empathic Approaches to Writing Meaningful Grievance Letters

Amy Crowe, Patient Advocacy Program Manager, Novant Health 

This webinar will provide approaches to writing patient-centered letters in response to grievances received. It will outline steps taken within Novant Health to improve letters and provide consistent grievance responses across all facilities. The changes made to letters are aligned with the guiding principles to have an apologetic and empathetic approach, and this presentation will provide practical ways to incorporate those approaches into letters.