select “Videos” and then Chapter 8 “Documentation Issues.”
Once you have viewed the video, consider how blaming other people in the practice alienates patients.
Patients need someone to take responsibility as a representative of the practice when discussing an issue with the patient – not blame someone else.
Identify any mistakes made by the supervisor (Jill). Then, describe how you would have applied customer service skills to address the patient’s complaint in a manner that will keep the patient loyal and then deal with the culprit (the doctor in this case) after the patient’s issue is resolved. See page 194, 8B for more information.
When you’ve identified the mistakes and described how you would have handled the situation if you were Jill, please attach the completed description as a Word document or PDF and then submit it through this Dropbox.