Susan Keane Baker and Leslie Bank. Gulf Breeze, FL: Fire Starter Publishing; 2008. Softcover; 114 pages; $18.95. ISBN: 9780974998657

The purpose of this book is to provide the reader with responses he or she can choose from when dealing with patient complaints and to assist with service recovery issues. Each of the 101 common complaints is given a page with multiple potential responses and is assigned a category, such as access, environment, or service recovery, for quick reference. The responses are intended to be used in physicians’ offices, at home, or in the hospital setting.

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