This is a wonderful guide to help healthcare organizations comply with the CMS grievance process. Ms. Venn's writing style is clear and concise, and helps simplify the process, thus allowing patient advocates more time to spend with patients - their main purpose and objective. It is clear to see that first and foremost, Ms. Venn's passion is centered on the patient, thus ensuring a more positive healthcare experience.

Carol A. Santalucia, MBA
Director, Nursing World Class Service
The Cleveland Clinic
Past President, The Society for Healthcare Consumer Advocacy
Past President, The Ohio Society for Healthcare Consumer Advocacy

If you need to know about the Centers for Medicare and Medicaid Services (CMS) Hospital Conditions of Participation as they pertain to patient rights and grievance, but the thought of spending hours deciphering federal regulations and accreditation standards makes you twitch, this book is for you!

Lisa is one of those rare people who actually likes reading rules and regulations and translating them into plain English for the rest of us. The accompanying audio CD makes learning these complex requirements even simpler. Hospitals that are developing or updating their patient grievance process will benefit from the clear information provided in this book and CD.

Rita Schwab, CPCS, CPMSM
Founder of MSSPNexus.com and SimpleDataSolutions.com