Grievance
Which of the following is NOT considered a trigger word?
A) Rough
B) Man Handled
C) Abrupt
D) Forcefully
What is C) Abrupt
Policy requires addressing a patient complaint within this timeframe.
What is 24 hours?
A patient calls for help scheduling an appointment in the dermatology clinic.
What is a request for assistance?
This document is sent to a patient to formally alert them that missed appointments may result in removal from the clinic roster.
What is a warning letter?
An inpatient patient verbally abuses staff, and staff reach out for support. Which of the following is NOT an appropriate option?
A) Behavior contract
B) Seek Care Elsewhere
C) Offer de-escalation support
What is B) Seek Care Elsewhere
True or False: Care-related concerns cannot be investigated if they occurred more than 3 years ago.
What is False?
A patient contacts the Advocacy Department for help because they are having trouble reaching their PCP to get a medication refill.
What is a complaint?
This federal law ensures patient privacy and confidentiality of medical records.
What is HIPAA?
The mother of a 19-year-old patient contacts the clinic about a recent appointment and wants to file a formal complaint. What is the first step we take in handling this?
What is get the patient’s permission?
A patient emails outlining dissatisfaction with their provider during an internal medicine visit. She states she is not requesting any feedback but wants leadership to be aware.
What is a grievance?
Providers should avoid these when explaining medical terms to patients.
What are jargon or medical abbreviations?
A patient notices their infusion was coded incorrectly and asks for it to be corrected.
What is Billing?
An inpatient contacts the Advocacy Office, concerned about being misdiagnosed. She is experiencing abdominal pain, but the care team attributes it to pain medications given for her broken leg and refuses to run additional tests. She expressed feeling unheard and dismissed.
What is a grievance?
This involves a set of interventions designed to prevent or resolve a potentially violent situation. The sooner you intervene, the more effective it is.
What is de-escalation?
This inclusive term replaces words like “minorities” or “disadvantaged” and highlights groups affected by historical and systemic exclusion. What does the acronym stand for?
What is HOI? Historically Overlooked Individuals