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presented by Cathleen Armato, RN, CHC
Financial—Cathleen Armato is a shareholder with Armato & Associates, LLC, a health care consulting company. Cathleen Armato receives compensation from MedBridge for the production of this course Nonfinancial— No relevant nonfinancial relationship exists.
Satisfactory completion requirements: All disciplines must complete learning assessments to be awarded credit, no minimum score required unless otherwise specified within the course.
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Cathleen Armato, RN, CHC
Cathleen Armato is an experienced executive with 22 years in the home care and hospice industry. She has served in various roles during that time, including VP of operations and chief compliance officer for a nationwide healthcare provider. In 2012, Cat became a consultant. Since that time, she has assisted multiple organizations with their compliance…
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1. The Benefits of Complaints
Complaints are an “early warning system” to help us identify what is and is not working. By recognizing and actually encouraging feedback, we have an opportunity to improve the overall quality of care and our patients' perceptions of that care. This chapter explores the rationale for handling complaints with promptness and transparency.
2. Managing Complaints
The complaint management process includes receiving the complaint, resolving the complaint, and tracking/trending complaints to drive improvement within the organization. This chapter reviews the process for effectively managing complaints and turning a negative into a positive, both organizationally and personally.
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