Resolving Patient Complaints A Step-By-Step Guide to Effective Service Recovery

Liz Osborne, M.S., has 14 years of experience as manager of a patient relations department for a large HMO using staff model, primary care network and contracted care delivery systems. Ms. Osborne is past president of the Washington Society of Patient Representatives, and is a Fellow and past member of the Board of Directors of the Society for Healthcare Consumer AdvocacyOsborne, Liz is the author of 'Resolving Patient Complaints A Step-By-Step Guide to Effective Service Recovery', published 2004 under ISBN 9780763726225 and ISBN 0763726222.