To manage and resolve complaints Advocate Good Samaritan Hospital (GSAM), a US community hospital employed a 6-step Complaint Management Process: 1) Concern Identified; 2) Urgency of Complaint Assessed and Service Recovery tools and steps implemented; 3) Resolution or Outcome Documented; 4) Complaints Aggregated, Analyzed and Trends Identified; 5) Complaints reviewed by the Exceptional Patient Experience Committee; 6) Action Plans Developed to Address Trends. Associates were trained and empowe...

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7.3.2 Manage customer complaints

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