NHO - Handling and Reporting Patient Complaints Level 1

This module is for nurses, CNAs, therapists, and office staff

Managing and reporting patient complaints is a duty that all TCPS staff are responsible for. This education module discusses how to effectively identify and respond to patient/family dissatisfaction.

Instructions:

1. Click Here to read Handling and Reporting Patient Complaints.

2. Answer the questions below and click Done when you are finished. Your quiz will be automatically sent to the office.

Please note: you must earn a score of 80% or greater to successfully complete this module. Please contact your supervisor if you have any questions related to patient complaints.

Thank you!

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* 1. Name (first and last)

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* 2. Role with TCPS

Nurse

Therapist

CNA

Other (office staff, etc.)

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* 3. A written or verbal statement of a complaint about something believed to be wrong or unfair is a Grievance.

True

False

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* 4. Patients have the right to express dissatisfaction about TCPS services, care received or not received, and agency staff.

True

False

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* 5. Why is managing patient complaints an important part of patient care (check all that apply)?

It is a patient's right

Good customer service

Protects patients, staff, and the agency

State and federal regulations require it

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* 6. A minor issue that can typically be resolved by the staff present at the time the dissatisfaction is expressed and does NOT typically require investigation.

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* 7. A more serious expression of dissatisfaction that generally requires investigation into the allegations regarding the quality of patient care.

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* 8. According to research, what percentage of communication about feelings and attitudes comes from body language?

38%

55%

93%

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* 9. “I see that you are . . . “ “It seems that you are . . .” “You appear . . .” “I imagine you are . . .” are all examples of ___________.

Sympathy

Empathy

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* 10. QTIP (as it relates to patient concerns) is a tool to remember to stay calm and not take complaints personally.

True

False

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* 11. To report a grievance, you should contact or have the patient/representative contact ___________.

Case Manager

Client Care Advocate

Clinical Manager

Administrator

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* 12. It is NOT necessary to immediately notify the office for any of the following: mistreatment, neglect, verbal, mental, sexual, or physical abuse, injuries of an unknown source, misappropriation of patient property, or drug diversion.

True

False

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* 13. Any employee who discriminates or retaliates against an individual for making a complaint may be terminated.

True

False

Client Care Advocate Contact Information

Alicia Anderson
Tender Care Pediatric Service
Phone: 970-686-5437, ext. 1057
Email: Aliciaa@tcpskids.com
Mail: 3800 Automation Way Suite 200, Fort Collins, CO 80525