Resolving Complaints for Professionals in Health Care

Resolving Complaints describes in detail how to properly handle customer complaints. The methods described help the reader communicate with tact, compassion and employ creative problem-solving and follow through. Great for individuals and groups, it includes case situations, self-assessments and practice exercises for sharpening service recovery and complaint-handling with healthcare customers. More

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About Wendy Leebov, Ed.D.

Partner in Language of Caring LLC, Wendy Leebov Ed.D. is a passionate advocate for creating healing environments for patients, families, and the entire healthcare team. Together with the Language of Caring team, she provides high-impact consulting services, supporting healthcare organizations with culture change strategies and tools for enhancing the patient, family and employee experience and creating cultures of caring. With 30 + years of experience and extraordinary skills in communication, training design and delivery, Wendy is known for making hard skills learnable and motivating people to stretch and apply skills that set them apart. Wendy has written more than twelve books for health care, as well as developed groundbreaking web and video-based blended learning programs--The Language of Caring for Staff and The Language of Caring for Physicians. Her most recent book (with Carla Rotering, MD) is The Language of Caring Guide for Physicians: Communciation Essentials for Patient-Centered Care. Wendy has a doctorate from the Harvard Graduate School of Education and a BA from Oberlin College.

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