Professional Staff Training & Workplace Excellence
Handling Difficult Situations & Complaints
Handling Difficult Situations & Complaints is a course in Hospital & Healthcare Staff Excellence Academy. 10 lessons covering Why Complaints Happen: Understanding the Patient's Perspective; The De-escalation Framework: Calming a Heated Situation; When a Patient or Family Member Becomes Aggressive.
10 published lessons · Online learning · Part of Learn & Grow
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What this course covers
- Why Complaints Happen: Understanding the Patient's Perspective · 15 min
- The De-escalation Framework: Calming a Heated Situation · 15 min
- When a Patient or Family Member Becomes Aggressive · 15 min
- Handling Complaints About Wait Times · 15 min
- Handling Complaints About Billing and Costs · 15 min
- When the Complaint Is About a Colleague or the Facility · 15 min
- Saying No Without Saying No: Managing Unreasonable Requests · 15 min
- Documenting Complaints and Incidents Properly · 15 min
- Knowing When to Escalate: Your Limits and Your Supervisor's Role · 15 min
- Module Capstone: Your Personal De-escalation and Complaint-Handling Protocol · 20 min
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This course belongs to Hospital & Healthcare Staff Excellence Academy. Explore the full academy to see the other courses in this learning path.
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