Amazon Review: Ms. Venn has done a masterful job of getting to the heart of patient advocacy and patient experience. Organization leaders know that improving patient experience is vitally important in today's healthcare market, but there are few clear paths leading to that goal. Ms. Venn's easily readable, well-researched style offers valuable legal and regulatory insights for those working to improve patient experience.

If you have a professional role or a personal interest in patient advocacy, patient rights or resolving patient complaints, this little book will become a frequent point of reference.

Professionals Guide to Resolving Patient Grievances

Drawing on twenty years experience as an attorney, mediator, and patient advocate, Lisa Venn offers the definitive book on resolving patient grievances.

• Step by step instructions on complying with CMS patient grievance regulations
• Patient complaint and grievance policy template
• Grievance investigation, resolution and follow-up protocols
• Conflict resolution strategies

Available from Amazon.com