. Ensure the involvement of the organization's governing body or its designated grievance committee. (And How To Develop a Strategy), What Is a Research Proposal? (CMS), Grievances may be submitted in the course of care or after the patient is discharged, and may occur by virtue of a patient's request for response. In order to be able to handle some complaints autonomously, staff need the following (AHRQ): Action Recommendation: Track complaints, grievances, and patient satisfaction surveys and implement improvement initiatives to address trends identified. Gathering of facts. For example, the organization may identify recurring complaints or electronically organize data by category (e.g., service, physician) to determine trends. This information should not be considered complete, up to date, and is not intended to be used in place of a visit, consultation, or advice of a legal, medical, or any other professional. Speak in a quiet space with as few distractions as possible. (Venn). Skilled evaluation of the patient's understanding of treatment processes, risks, and expected results lays the foundation for managing any complaints that follow. Healthcare organizations must take a proactive approach and actively solicit feedback in order to captureand resolveall patient complaints and grievances. HRC Medical can be contacted via phone at (904) 527-2000 for pricing, hours and directions. It is critical that staff have essential skills such as the ability to listen without becoming defensive, be empathetic, handle emotion, solve problems, and follow through. Healthcare organizations must develop processes for addressing patient complaints and grievances in order to comply with federal regulations and accreditation standards, as well as to protect patients and reduce liability. Training should include understanding human reactions and the ways people with different types of personalities complain. Texas Senate Passes Sweeping Ban to Prohibit Trans Youth and Adults from Receiving Necessary Medical Care. http://health.usnews.com/health-news/patient-advice/articles/2015/10/15/the-patient-wish-list, Venn L. Solving patient complaints while avoiding compliance snares. Initial acknowledgment. 2010), Human Resources Center (various locations), Hypermedia Research Centre (University of Westminster), Hampton Roads Center (various organizations), Homeschool Resource Center (various locations), Housing and Redevelopment Commission (various locations), Harley Rendezvous Classic (motorcycle rally), History Resource Center (various locations), Historical Reference Collection (US NASA), Hitachi Remote Copy (now Hitachi TrueCopy; Japan), Heugas Racing Club (radio controlled car racing; Heugas, France), Highway Research Center (Auburn University), Hotel, Restaurant, Culinary (various schools), Hearing Research Center (Michigan State University), Harness Racing Communications (United States Trotting Association), Houston READ Commission (Houston Center for Literacy; Houston, TX). 2010 [cited 2016 Jun 29]. According to CMS interpretive guidance, a grievance "is a formal or informal written or verbal complaint that is made to the hospital by a patient, or the patient's representative, regarding the patient's care (when the complaint is not resolved at the time of the complaint by staff present), abuse or neglect, issues related to the hospital's compliance with the CMS . Self-Assessment Questionnaire: Managing Patient Complaints and Grievances. "As the Army develops cyber capability and establishes a Cyber Electromagnetic Branch, In its report presented to King Abdullah, the, "These committees went down to the affected area and carried out a final inspection of the damage before submitting their reports to the, Thanks to the popularity of the red equal symbol, which typically has the traditional yellow equal sign in front of blue background, the, Funding for the bikes was provided by UNHCR through the joint UNDP Project with the, The EU will be presenting a resolution to the, Dictionary, Encyclopedia and Thesaurus - The Free Dictionary, the webmaster's page for free fun content, Why Sri Lanka co-sponsored the UN resolution, Occupation takes further measures to restrict the movement in Hebron old city, Produccion y calidad de huevos de codornices alimentadas con dietas con harina de residuos aserrados de carnicerias, Human Resources Command stands up new Cyber Branch, Victims of Sidon clashes get final payouts, Red Equal Sign Goes Viral On Facebook Again During SCOTUS Gay Marriage Equality Hearings For DOMA And Prop 8, UNDP and UNHCR handover fifteen motorbikes to the Human Rights Commission, FOREIGN AFFAIRS COUNCIL : EU SETS OUT PRIORITIES FOR UN HUMAN RIGHTS COUNCIL. The Human Rights Campaign (HRC) the nations largest lesbian, gay, bisexual, transgender and queer (LGBTQ+) civil rights organization condemned todays vote in the Texas Senate approving SB 1029 by a vote of 18-12, a wide-ranging bill that would make it nearly impossible for transgender Texans of any age to access age-appropriate, best practice, gender-affirming care. Colleagues with lower risk, and organizational partners, should support high-risk physicians in efforts to address their status. Human Rights Committee. Healthier patients will have a below average RAF while sicker patients will have a higher one, which impacts the calculated payment amount. If so, you more than likely need to learn medical terminology to succeed. Hereditary hemorrhagic telangiectasia - Symptoms and 4 meanings of HRC abbreviation related to Housing: Vote. Specificity is essential to receive full reimbursement. And it makes sense without solid foundational knowledge of HCCs, health systems risk lower rates of reimbursement, or sometimes not getting paid at all. No preparation is required. Knowing some of these may help you determine the meaning of a term: Asphyxia: Choking or loss of consciousness due to oxygen deprivation, Onc(o)-: To do with tumors or masses, often related to cancer, Stasis: Causing the flow of a fluid, such as blood, to slow or stop, Viscous or viscosity: Sticky or thick, thickness, Related: .css-1f8zkg3{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1f8zkg3:hover{color:#164081;}.css-1f8zkg3:active{color:#0d2d5e;}.css-1f8zkg3:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1f8zkg3:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1f8zkg3:visited{color:#2557a7;}.css-1f8zkg3:hover,.css-1f8zkg3:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-1f8zkg3{-webkit-transition:none;transition:none;}}.css-1f8zkg3:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-drd2z:hover{color:#164081;}.css-drd2z:active{color:#0d2d5e;}.css-drd2z:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-drd2z:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z:visited{color:#2557a7;}.css-drd2z:hover,.css-drd2z:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-drd2z{-webkit-transition:none;transition:none;}}.css-drd2z:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}32 Career Paths in the Medical Field To Explore.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. 2015 May 5 [cited 2016 Jun 29]. In a study of surgical cases, patient complaints were associated with surgical complications (Murff et al.). (Venn) Indeed, truly patient-focused organizations distinguish themselves from others by handling complaints in such a way that unhappy patients feel that their concerns have been addressed and that they are valued by the organization (AHRQ). http://archive.boston.com/news/globe/health_science/articles/2006/05/01/for_when_a_doctor_and_a_nurse_just_arent_enough, Hayden AC, Pichert JW, Fawcett J, Moore IN, Hickson GB. To make a general inquiry, please visit our contact page. Standard RI.01.07.01. Good Listening Skills for more information. Organizations should consult with legal counsel in designing forms and systems for such documentation to ensure that they take advantage of all available legal protections while complying with applicable state and federal laws for peer review processes and treatment of patient safety work product. What does HRC abbreviation stand for? List of 428 best HRC meaning forms based on popularity. Most common HRC abbreviation full forms updated in April 2022. All Acronyms. Human Rights Campaign. Psychiatry, Healthcare, Medical. Psychiatry, Healthcare, Medical. 5. HRC. Homelessness Resource Center. Several options are possible for cataloguing member complaints that enable tracking by typologies linking complaints to quality improvement activities, such as the Consumer Assessment of Healthcare Providers and Systems (CAHPS) composite (AHRQ). Therapists, parents and health care providers work together to determine which changes to make at a given time that are in the best interest of the child. Decisions about whether and when to pursue best practice, age-appropriate gender-affirming care should be made by a patient, their family, and their doctor - not the Texas Senate. Hereditary haemochromatosis + 1. As part of CMS's CoPs, hospitals must inform all patients or their representatives of the rights patients have during care. However, not all organizations look for patterns of systems failures and individual performance issues that emerge from these reports; the true value of patient complaints and grievances lies in what organizations do with the lessons learned. In addition to satisfying applicable regulatory and accrediting requirements, sending follow-up correspondence is simply good customer service. HRC Although these requirements apply to patients receiving Medicare and Medicaid funding, they are also appropriate recommendations for handling complaints and grievances from all patientsregardless of payment source. If you are unable to stop what you are doing, explain this kindly, set a mutually agreeable time to talk, and fulfill the commitment. PubMed: Strategies for Sustained Improvement in Complaint Capture for some of the organization's methods. (Venn), Grievances are also legitimized by meeting the definition set forth by CMS interpretive guidance. Examples of grievances include the following (Vukson and Turvey): Grievances encompass a wide range of concerns. Sometimes, patients and family members take issue with something tangential to the care provided. Feedback, The World's most comprehensive professionally edited abbreviations and acronyms database, Hillary Rodham Clinton (democratic senator/presidential candidate; former first lady), House Republican Conference (US House of Representatives), Humanities Research Center (various universities), Human Resource Consultant (various organizations), Historic Resources Commission (various locations), Health Research Committee (various organizations), Horticultural Research Centre (various locations), Hubbell, Roth, & Clark (consulting company), Holocaust Resource Center (various locations), Humanitarian Response Consortium (est. For when a doctor and nurse just aren't enough. These are some common terms for diseases and conditions: Acute: A condition that is often severe but starts and ends quickly, Angina: Intermittent chest pain normally caused by insufficient blood flow to the heart, Benign: Refers to a tumor that is neither cancerous nor malignant, Chronic: Describes a condition that is persistent or recurring, Edema: Swelling as a result of fluid retention or buildup, Embolism: A clot caused by blood, fat, air or other types of fluid, gas or foreign material, Hypertension: Unusually high blood pressure, Hypotension: Unusually low blood pressure, Intravenous: Administration of medication or fluids by vein, Lesion: Damage or change to tissue, such as a cut, a wound or a sore, Malignant: Refers to the presence of cancerous cells in a tumor or growth, Myocardial infarction: Also known as a heart attack, where the heart is deprived of blood due to arterial blockage, Remission: Describes a disease that is not getting worse, Sepsis: An imbalance in the body's response to infection that injures the body's tissues and organs, Thrombosis: A blood clot that forms inside a blood vessel restricting blood flow. Logout. Treatment protocols are customized for patients and HRC doctors perform all diagnostic tests, ultrasounds and IVF procedures. When specific information cannot be provided because of confidentiality issues, the response letter may read "appropriate action has been taken." Definition, Skills of Effective Leaders, Process Optimization Methods: Definition, Benefits and Types, How To Seek a Schedule Change at Work (With Steps and Tips). University, Building, Education. For example, "patient care" encompasses many aspects of service, including but not limited to medication administration, provision of personal care, and timeliness responding to requests for assistance. Stanford Health Care achieved and sustained a 50% increase in annual complaint capture (Levin and Hopkins). Complaints, as defined by CMS, are patient issues that can be resolved promptly or within 24 hours and involve staff who are present (e.g., nursing, administration, patient advocates) at the time of the complaint. The Center for Patient and Professional Advocacy at Vanderbilt University in Tennessee designed a peer messenger process that was tested with 373 physicians identified as high risk for unsolicited patient complaints over a four-year period at 16 community and academic medical centers across the United States. CMS's Organizations should track and document time frames for responding to grievances so that this information can be provided to surveyors if necessary. Appendix Asurvey protocol, regulations and interpretive guidelines for hospitals. Prepare SIR/CCIR The quick reference guide to casualty Full Form of HRC in Organizations (USA) | FullForms Vote. April 26, 2023. A The phone number for HRC Medical is: (904) 527-2000. What Does a Low or High MCHC Mean in a Blood Test? Patients with high HCCs are expected to require intensive medical treatment, and clinicians that enroll these high-risk patients are reimbursed at higher rates than those with enrollees who have low HCCs. Use dedicated staff to solve small problems before they escalate. 1988-2023, Staff may be able to offer solutions based on their frontline perspective, and those who are invited to participate in the process are more likely to be invested in making the resolution successful. As stated in CMS interpretive guidance, "a grievance is considered resolved when the patient is satisfied with the actions taken on [his or her] behalf.". (Levin and Hopkins; AHRQ). The top HCC categories include major depressive and bipolar disorders, asthma and pulmonary disease, diabetes, specified heart arrhythmias, congestive heart failure, breast and prostate cancer, and rheumatoid arthritis. Grievances concerning situations that may endanger the patient (e.g., neglect, abuse) should be given highest priority and should be addressed immediately. Accreditation coordinator, Administration, Corporate compliance, Ethics committee, Legal counsel, Nursing, Patient safety officer, Quality improvement, Social services, Staff education, Ready, Set, Go: Managing Patient Complaints and Grievances, Although it is important to address both complaints and grievances in a timely and effective manner, recognizing the difference between the two is a critical foundation for any grievance resolution process. For patients with limited English proficiency, facilities should provide versions in other languages, document translation, and/or interpreter services. WebWhat is HHC meaning in Medical? Creating a patient complaint capture and resolution process to incorporate best practices for patient-centered representation. WebHRC "Soldiers First!" Healthcare organizations should include specific time frames for responding to grievances in their policies. WebHRC. WebHRC: Horticultural Research Centre (various locations) HRC: Hydrogen Release Compound: HRC: Heart Rhythm Congress (cardiology) HRC: Rockwell C Hardness https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_a_hospitals.pdf, DNV GL Healthcare. For example, it would overrule the usual medical malpractice rules - that govern everything from childbirth to plastic surgery to a quadruple bypass - to make a special rule saying that an insurer would have to pay for any detransition-related care received at any point in a persons life. Vote. Collaboration among various departments such as compliance, risk management, quality assurance, and patient safety is necessary to quickly and efficiently move patient concerns through the process. Action Recommendation: Use dedicated staff to solve small problems before they escalate. Given the anxiety and heightened emotions that naturally accompany many healthcare encounters, this may require skillful listening to determine what the patient or family member is truly upset about. Anti-equality legislators in Texas have introduced more than 100 anti-LGTBQ+ bills, and more than 25 are currently advancing through the legislature. National Center for Assisted Living (NCAL). Employ a proactive approach to customer service. Implement a Centralized Grievance Resolution Process, Self-Assessment Questionnaire: Managing Patient Complaints and Grievances, http://www.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6p-service-recovery.html, https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/som107ap_a_hospitals.pdf, https://www.dnvgl.com/Images/DNV-GL-DS-HC102_tcm8-8434.pdf, http://www.ncbi.nlm.nih.gov/pubmed/15285473, http://archive.boston.com/news/globe/health_science/articles/2006/05/01/for_when_a_doctor_and_a_nurse_just_arent_enough, http://www.ncbi.nlm.nih.gov/pubmed/21226384, http://jama.jamanetwork.com/article.aspx?articleid=195008, http://www.ncbi.nlm.nih.gov/pubmed/12052124, http://www.ncbi.nlm.nih.gov/pubmed/26111366, http://www.beckershospitalreview.com/hospital-management-administration/the-hidden-risks-in-patient-complaints.html, http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2564001, http://www.ncbi.nlm.nih.gov/pubmed/16456204, https://www.ahcancal.org/ncal/operations/documents/complaints_compliments.pdf, http://www.jointcommissioninternational.org/assets/1/7/Journal_0ct_2013-pichert_436-446.pdf, http://www.ncbi.nlm.nih.gov/pubmed/24195197, http://health.usnews.com/health-news/patient-advice/articles/2015/10/15/the-patient-wish-list, http://www.hcca-info.org/Portals/0/PDFs/Resources/Conference_Handouts/Compliance_Institute/2010/508handout.pdf, Self-assessment: Managing Patient Complaints and Grievances. Acknowledge receipt of complaints that cannot be resolved immediately and notify the patient of follow-up to the complaint. Clinical documentation is key to capturing a patients condition, but do you know just how much it can impact an organizations reimbursement? http://www.ncbi.nlm.nih.gov/pubmed/21226384, Hickson GB, Federspiel CF, Pichert JW, Miller CS, Gauld-Jaeger J, Bost P. Patient complaints and malpractice risk. According to CMS regulations, a grievance is considered resolved when the party who filed the grievance is satisfied with the response, or when the healthcare facility has taken "appropriate and reasonable" actions to resolve the grievance even if the patient or patient's family is unsatisfied with the response. Clinicians add HCCs to a patients medical record along with supporting documentation as required by CMS. Levin CM, Hopkins J. Fraud and Abuse Laws for more information. Formal online reviews, whether captured by the organization or by an independent entity (e.g., a commercial physician rating site), are ubiquitous and have become part of how many patients choose providers. HCCs directly impact the amount of money received by healthcare organizations from the largest single payer in healthcare, CMS. WebHRC - Science & Medicine What does HRC stand for? (Pichert et al.). Design a process to capture and address all complaints and grievances. HRC. U.S. News Health & World Report. Track complaints, grievances, and patient satisfaction surveys and implement improvement initiatives to address trends identified. HRCT Scan - PNS Test Product Manager, problem solver, potholder maker? Acronym Finder, All Rights Reserved. Vote. This means: Some say it can feel like being transgender is very new but thats because the media has been covering it more in recent months and years/. Hospitals must attempt to resolve all grievances as soon as possible. Duke, chief of Operations Support Division, Officer Personnel Management Directorate, He said the proposals were made on the basis of more than 400 complaints received by the, The amounts varied depending on the type and extent of the property damage, which was determined by special teams from the, Dictionary, Encyclopedia and Thesaurus - The Free Dictionary, the webmaster's page for free fun content, Why Sri Lanka co-sponsored the UN resolution, Occupation takes further measures to restrict the movement in Hebron old city, Produccion y calidad de huevos de codornices alimentadas con dietas con harina de residuos aserrados de carnicerias, Human Resources Command stands up new Cyber Branch, Victims of Sidon clashes get final payouts, Red Equal Sign Goes Viral On Facebook Again During SCOTUS Gay Marriage Equality Hearings For DOMA And Prop 8, UNDP and UNHCR handover fifteen motorbikes to the Human Rights Commission. http://www.jointcommissioninternational.org/assets/1/7/Journal_0ct_2013-pichert_436-446.pdf PubMed: The facility should provide patients with the addresses and phone numbers of these agencies and should inform patients that they may directly contact the state agency that has licensure survey responsibility for the hospital, even if they have not filed a grievance with the healthcare facility. In some hospitals or healthcare facilities, the patient advocate is the risk manager, a nurse, or another employee, while in other facilities, a separate individual is hired to perform this role. The RAF score is then used to calculate payments to healthcare organizations. WebWhat is HRC meaning in Housing? Parents, their kids, and doctors make decisions together, and no medical interventions with permanent consequences happen until a transgender person is old enough to give truly informed consent. Communication for more information. Chest HRCT: Procedure, Purpose, Results, Cost, Price, Online Development of well-articulated policies and proceduresincluding formal definitions for complaints and grievanceswill facilitate consistent treatment of all complaints and grievances, and will lay the groundwork for quality improvement initiatives that follow. (Joint Commission), Healthcare organizations typically respond to patient complaints and grievances with service recovery efforts aimed at mitigating frustration, addressing concerns, and retaining patient and community loyalty. WebGender non-conforming | A broad term referring to people who do not behave in a way that conforms to the traditional expectations of their gender, or whose gender Train all staff to listen effectively and manage patient and family expectations. Jt Comm J Qual Patient Saf 2010 Jul;36(7):310-8. Dialysis: Process to filter the blood, usually performed as a result of kidney failure. This digital environment, in combination with fierce competition for patients, means that healthcare organizations need to proactively avoid patient complaints and grievances; or failing that, to quickly and effectively "right" what patients reasonably perceive as "wrongs.". Human Rights Campaign (HRC) is a civil rights advocacy group and political lobbying organization in the United States. (AHRQ), Interviewing the patient is important not only to gain understanding of his or her perspective about the situation, but also to ensure the patient's eventual satisfaction, which determines the resolution of the issue. "global warming" WebDifficult medical terms: A glossary from A to Z. Sarcoplasmic reticulum histidine-rich calcium-binding protein is a protein that in humans is encoded by the HRC gene. Word(s) in meaning: chat 2015 Oct 15 [cited 2016 Jul 18]. Patient Complaints and Grievances In addition, patients should receive information regarding how to file a grievance or complaint and whom they should contact with such concerns. The following is a list of over 100 basic medical terms grouped into categories to help you find the term you need: This list contains some common medical abbreviations and acronyms: AC: Ante cibum, or "before meals," indicating when a patient should take medication, BMI: Body mass index, a measurement of body fat based on height and weight. Regardless of which department originally receives the grievance, it must be forwarded promptly to the designated grievance committee for investigation and follow up. 2014 Aug [cited 2016 Jun 30]. As reported by the Agency for Healthcare Research and Quality, marketing studies indicate that while only 50% of unhappy customers complain to the service provider, 96% will tell at least 9 or 10 others about their bad experience. Service recovery is a process that organizations can use to "recover" dissatisfied patients by identifying and addressing the problem or otherwise making up for failures in clinical operations or customer service. 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