Flip The Complaint


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Two sides of the same Loonie - Jamie McCaffreyBlog post by Bernadette Keefe MD

We can complain because rose bushes have thorns or we can rejoice because thorn bushes have roses. – Abraham Lincoln

Human beings seem hardwired to complain. To breathe is to complain, it seems. Americans in particular, are considered to be particularly expert at it. Superficial complaints about healthcare are a dime a dozen but serious, well deserved complaints are also common. Unfortunately the landscape can be so inundated with criticism that meaningful discussion and space for understanding is crowded out.

Empowering stakeholders especially patients has been an important advance. With empowerment comes more information, more engagement and more opportunities to make suggestions or criticize.

Empowered customers are more demanding than ever….One of the ways businesses provide value is by doing the little things right…and that includes handling complaints. – Stan Phelps

Stakeholders and Complaints

Healthcare is a siloed industry. Too often the many stakeholders are…

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