Client Conflict Example - AAHA



CLIENT SERVICE – CLIENT CONFLICTHOSPITAL NAME: ___________________________________________________________Date created or updated: ______________________________________________________CS11.1. The practice utilizes a written client conflict protocol to help effectively address upset and unhappy clients. Topics include client communication and how the conflict and follow-up will be handled.Purpose: To familiarize practice team members in dealing with clients when a difficult situation arisesGoals: Address conflicts as soon as possibleHave in place a good system of communication to minimize conflictKeep monetary losses to a minimumTimeframe: Training is implemented upon hire, although some practice team members will deal with client conflict more than othersOversight Responsibility: The practice administrator, or medical director when the administrator is not availablePerformance Responsibility: Practice administrator, all veterinarians, front desk supervisor, technician supervisor, kennel supervisorExampleWho is empowered to make monetary decisionsHow to calm irate clientsProcedure to use when a conflict arises (in person and over the phone)Training period for learning proceduresProcedures for verbal and physical abuseProcedure when practice manager or medical director is not on the premises or unavailableProcedures for conflicts pertaining to patient care vs. monetary matters ................
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